Customer Success Specialist in London

Job Overview:

The TerraCycle Account Management Team seeks to hire a resourceful, autonomous and organised Account Associate to manage a portfolio of large key accounts with a presence on several European markets.

Their primary responsibility will be to manage the overall relationship with the client, the day to day running of recycling programmes and will ensure that all contractual obligations of the partnership are delivered to the right specifications and on time. They will oversee the launch of a recycling partnership and manage partnership projects where needed.

The role will be placed in the Account Management / B2C Brand Partnership Team and will report to one of the Account Directors in the team.

The Account Associate Brand Partnerships will work closely with the Account Director to execute and deliver on set KPIs and strategies for growing revenue within their portfolio and expanding existing relationship and opportunities and ensure continuous renewals of partnerships. They will support the Account Director in building strategies for their portfolios and work on expanding existing relationships with key stakeholders.

Recurring tasks will include but are not limited to:

• Serving as primary contact for a portfolio of brand partners
• Managing external client relationships to satisfaction to ensure renewal and growth
• Identifying and developing opportunities to drive business value for clients
• Ensuring all client inquiries are responded to in a timely fashion
• Identifying & resolving client concerns and troubleshoot and problem solve mostly independently where necessary
• Proactively driving account growth: Preparing upsell proposals and facilitate cross-sell opportunities with other departments
• Nurture and expand relationships with day-to day contacts and other key relevant stakeholders of their accounts
• Mostly independently negotiate renewal terms
• Coordinate with internal teams to develop plans for and regularly review programme performance
• Preparing internal account performance data for their portfolio
• Creating client-ready documents, including monthly reports (in both Excel and Powerpoint) and custom presentations
• Provide clients with programme & budget updates and proposals according to their internal budgeting and planning process
• Managing programme operational flow, pricing files, presentations, and contracts
• Coordinating internal processes, including monthly invoicing and annual renewal pricing & projection process in conjunction with the Operations team
• Providing project management support for product orders, design projects, and brand activations as needed

Requirements/Skills –

• Minimum of 3 years of experience in an Account Management/ Relationship Management role in FMCG
• Experience in marketing and digital marketing
• Proven ability to build and grow client relationships
• Experience in growing revenue with clients as well as cross and upsells
• Excellent written and spoken English (and French is a plus)
• Solid business acumen
• Solid number literacy and ability to analyse data
• Strong communicator with excellent presentation skills
• A creative problem solver capable of thinking outside the box
• Proficient in Microsoft Office Suite (particularly PowerPoint)
• Solid team player who can collaborate cross-functionally and across cultures
• Solid organisational skills including attention to detail, ability to multitask and to prioritise among competing tasks
• Capability to thrive in a fast-paced, high-volume work environment
• A sense of resourcefulness, ability to adapt, and positive attitude

Nice to Have:

• Experience in client management for an FMCG company is an advantage
• Project management experience is an advantage
• A demonstrated interest in sustainable/green business would be beneficial