Lead Client Success Manager (P3880)

Lead Client Success Manager

Cincinnati, OH; Chicago, IL

84.51 is a retail data science, insights and media company. We help The Kroger Co., consumer packaged goods companies, agencies, publishers and affiliates create more personalized and valuable experiences for shoppers across the path to purchase.

Powered by cutting-edge science, we utilize first-party retail data from more than 62 million U.S. households sourced through the Kroger Plus loyalty card program to fuel a more customer-centric journey using 84.51 Insights, 84.51 Loyalty Marketing and our retail media advertising solution, Kroger Precision Marketing.

84.51 follows a 5?day in?office work schedule to support collaboration, alignment, and team connection.

Join us at 84.51!

As Lead Client Success Manager, you are the account quarterback, internally and externally to a portfolio of clients, within the vertical to drive organic growth strategies for Media, Incentives, and Insights. This includes the leadership of client goals and objectives across the commercial portfolio and overseeing the delivery of total business quarterly business reviews (Media Upfront, Incentives Plan, Insights Annual Plan). You are effective at identifying and closing opportunities with client Kroger facing teams to deliver on budget and lead all insight subscription renewals (84.51 Stratum, Collab Cloud, Data Direct). You leverage your consultative approach to drive insights utilization that delivers maximum value creation. You sell in insights and activation to support key KR collaborative processes such as 3CM, store testing, etc. and ensure flawless commercial execution across the book of business. You are curious and proactively explore and source ideas to drive larger portfolio account growth. You are an effective people leader and will oversee a group of Activation and Insights success managers. You will partner with cross-functional teams inclusive of Sales, Kroger teams, Data Science, Finance/Accounting and Product Strategy to ensure client experiences are consistently positive and engaging.

Responsibilities:

• Lead the vertical business and organic growth strategy for Media, Incentives, and Insights.
• Owns the retention strategy which includes a successful client approach so the teams can deliver a strong client experience.
• Progress organic business with senior leadership engagement at CPGs
• Directly engage with Kroger Merch Directors within each vertical to represent CPG growth strategies. Participate in CPG Merch JBPs and represent full CPG alt profit business needs. Triage off-strategy investment from CPGs directly with Merch Directors
• Accountable for productivity and efficiency of client workflows to drive growth
• Drives for talent retention and growth of the vertical. Inspires and trains a team of data-driven story tellers ensuring client satisfaction and campaign success
• Partners with product, client partnership, and cross-functional teams to drive commercial offering, exploration, innovation, and effectiveness
• Identifies and solves for barriers with cross functional teams to ensure long term client and team success.
• Responsible for building internal/external client/stakeholder relationships at a senior level to mitigate challenges and develop strategies for clients alongside team members.
• Proactively identify ways of working and drive alignment across internal teams for processes/key tasks, and team/client guidance.
• Responsible for managing a diverse team of client success individuals; including: recruiting, training, developing, coaching, and inspiring others

Qualifications, Skills, and Experience:

• Bachelor's degree required
• 5-7+ years of account management and/or business development experience. Media, Incentives, or Insights experience required
• Strong experience maximizing investment decisions across the portfolio
• Collaborative, energetic, and thrives as a key part of a cross-functional leadership team
• Adept at continual learning and ability to represent a broad portfolio
• Works well under tight turnaround and deadlines
• Motivate & influence a positive, constructive culture, based on team-work, collaboration, & intellectual curiosity.
• Project management experience
• Strategic thinking and problem solving
• Strong communication, organization, prioritization and attention to detail
• Ability to navigate ambiguity & thrive in driving recommendations and solutions forward

Pay Range: $95,000 - $125,000 USD