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Client Success Senior Lead (Media)

dunnhumbyLondon🇬🇧United Kingdom

Why this role stands out

This hybrid role offers an exciting opportunity to shape the future of retail media products by being the voice of the customer within a leading Customer Data Science company. You'll thrive if you're a strategic thinker with a passion for client advocacy and influencing product development. Apply now to make a significant impact and grow your career in a dynamic environment.

Quick overview

SeniorityMid Senior
Work modeHybrid
LocationLondon, United Kingdom
Customer SuccessDiversity & InclusionAgile

Job description

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 Senior Client Success Lead to join our Media Product team on a permanent basis. This is a strategic Client Success role focused on ensuring our Retail Media products continue to deliver exceptional value for retailers, brands and agency partners. Acting as the voice of the customer within the Product organisation, you'll combine deep platform expertise with strong stakeholder leadership to influence product priorities, improve user experiences and drive successful adoption at scale.
You will partner closely with Product Managers, Engineering, Client Services and commercial teams to ensure customer feedback, market needs and product performance insights are reflected in the evolution of our retail media capabilities.

What You'll Be Doing

As a senior member of the Client Success team, you'll play a critical role in connecting customer outcomes with product strategy.
  • Champion customer needs and user feedback, ensuring real-world product insights are represented in product discussions and roadmap planning.
  • Build trusted relationships with senior client stakeholders, acting as a strategic advisor on product capabilities, adoption and best practice.
  • Lead complex product launches, feature rollouts and adoption initiatives across multiple stakeholder groups.
  • Analyse product health, adoption and user journey data to identify trends, risks and opportunities for improvement.
  • Partner with Product and Technology teams to influence priorities, improve user experiences and support long-term product success.

What We're Looking For

We're looking for someone who combines strong product knowledge, strategic thinking and customer focus.
  • Experience working within Retail Media, AdTech, MarTech or a related product environment.
  • Credibility operating with senior stakeholders and influencing decisions across multiple teams.
  • Strong understanding of product adoption, customer success and user engagement principles.
  • Confidence translating customer feedback and product performance data into actionable recommendations.
  • Ability to navigate ambiguity and drive outcomes across Product, Technology and commercial functions.

You'll Thrive If You…

  • Enjoy shaping product direction through customer insight.
  • Balance strategic thinking with hands-on problem solving.
  • Are energised by influencing without direct authority.
  • Take ownership of complex initiatives that span multiple teams.

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 with 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 the Wellness Hub and Employee Assistance Programme.
  • Annual leave entitlement together with the ability to purchase additional holiday and enjoy a birthday day off.

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.
For further information about how we collect and use your personal information please see our Privacy Notice which can be found (here)

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