Client Success Lead (Media)

London | Full-time | Hybrid
About dunnhumby
dunnhumby is the global leader in Customer Data Science, helping the world's most ambitious retailers and brands put the customer at the heart of every decision. With nearly 3,000 experts across Europe, Asia, Africa and the Americas, we partner with iconic businesses like Tesco, Coca-Cola, Meijer, Procter & Gamble and Metro to turn data into growth, innovation and measurable value for their customers.
Product
Our Product team owns the vision, strategy and roadmap for the dunnhumby platform — the data, science and software that powers retailers and brands around the world. We work at the intersection of customer data, AI and commercial impact, building products that turn insight into measurable growth.
About the Role
We’re looking for a Client Success Lead to join our Media team on a permanent basis. This is a highly collaborative role that sits within the Product organisation, focused on helping internal and external stakeholders adopt and maximise the value of dunnhumby’s Retail Media Portal.
You'll act as the bridge between Product, Client Services and users, driving adoption, gathering valuable feedback and ensuring our retail media solutions are intuitive, effective and deliver measurable value.
What You'll Be Doing
You’ll play a key role in driving product adoption and creating a seamless user experience across retailers, agencies, brand partners and internal teams.
Developing deep expertise in the Retail Media Portal and associated retail media processes.
Creating user guides, training materials and best-practice documentation for a broad range of stakeholders.
Delivering training and ongoing support to internal champions and external users to encourage successful product adoption.
Identifying gaps in processes, workflows and functionality and collaborating with Product and delivery teams to improve them.
Monitoring adoption, product health and user journey metrics, translating insights and feedback into recommendations that help shape future product enhancements.
What We're Looking For
We're interested in people who enjoy combining product expertise, stakeholder engagement and continuous improvement to deliver exceptional user outcomes.
Experience working within Retail Media and an understanding of the media, agency and retailer ecosystem.
Strong relationship-building skills and the ability to establish credibility with a diverse stakeholder group.
Confidence creating and delivering training, enablement programmes and user documentation.
Analytical thinking, with an interest in understanding adoption trends, user behaviours and product performance.
Collaborative working style and the ability to partner effectively with Product, Technology and commercial teams.
You'll Thrive If You…
Enjoy helping customers and colleagues unlock value from technology platforms.
Are naturally curious about user behaviour and product adoption.
Like turning feedback into practical product and process improvements.
Balance attention to detail with a strong customer focus.
What You Can Expect From Us
We won't just meet your expectations. We'll defy them. So you'll enjoy the comprehensive rewards package you'd expect from a leading technology company. But also, a degree of personal flexibility you might not expect. Plus, thoughtful perks, like flexible working hours and your birthday off.
And we don't just talk about diversity and inclusion. We live it every day – with thriving networks including dh Gender Equality Network, dh Proud, dh Family, dh One, dh Enabled and dh Thrive as the living proof. We want everyone to have the opportunity to shine and perform at your best throughout our recruitment process — please let your recruiter know what adjustments would help.
UK Benefits
Flexible benefits allowance, giving you the option to take unused allowance as salary or contribute it towards your pension.
Private medical insurance, life assurance, income protection and critical illness cover.
Pension scheme with employer matching contributions of up to 7.5%.
Wellbeing support through our Wellness Hub and Employee Assistance Programme.
25 days' holiday plus public holidays, the option to buy additional leave, loyalty leave and a day off for your birthday.
Our approach to Flexible Working
At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.
We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.
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