Job Description
Reward Gateway, together with Edenred, are a global market leader in benefits and employee engagement. We help our clients and their leaders to transform employee experience that will attract, engage and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more.
With our shared missions of ‘Making the World a Better Place to Work' and ‘Enriching Connections, For Good’, you’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.
Your Role in Our Mission
Our mission is to make the world a better place to work and to achieve this mission we are dedicated to continuously improving and optimising our Client Success processes and systems to achieve better results.
As a key player in our mission, our Client Success Operational Excellence Lead will help us achieve this mission by driving continuous innovation within our team. You'll analyse current processes, identify areas for optimisation, and implement enhancements to maximise efficiency and effectiveness.
Collaborating closely with cross-functional teams, you will develop and deploy solutions that elevate client satisfaction and deliver exceptional results. Your proactive approach and commitment to excellence will be instrumental in making our mission a reality.
What’s In It For Me?
A chance to be part of an extremely well-established, stable and high-growth ‘Unicorn’ SaaS company with over 50 benefits in our employee benefits package including:
- A flexible holiday plan of up to 40 days per year
- £400 a year Wellbeing Allowance
- Unlimited professional development books, E-books, podcasts
- Substantial bonus payments for a number of life events including pet adoption, wedding/civil ceremony, new family, retirement
- Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands
Flexible, Hybrid Working:
Collaboration, connection as a team, and strong internal stakeholder relationships are part of the “RG Magic” that makes our culture thrive. Our RG Work Modes Guides detail how and why this is so much more effective in person.
Key Responsibilities
- Test & Learn: Lead internal projects to uncover universal ways to achieve increased engagement
- Continuous Improvement: Identify, develop, and implement process improvement initiatives to optimise client success operations and enhance team efficiency
- Process Optimisation: Analyse existing Client Success workflows and systems to identify areas for improvement and implement best practices
- Performance Metrics: Develop and monitor key performance indicators (KPIs) to track the effectiveness of Client Success strategies and initiatives
- Collaboration: Work closely with Client Success Managers, Sales, Product, and other cross-functional teams to form successful interlocks
- Training and Development: Provide training and support to the Client Success team on new processes, tools, and best practices
- Client Feedback: Gather and analyse Client feedback to identify trends, challenges, and opportunities for improvement
- Technology Utilisation: Leverage technology and tools to enhance the efficiency and effectiveness of Client Success operations
- Reporting: Prepare regular reports on Client Success performance, process improvements, and outcomes to senior management
- Innovation: Stay updated on industry trends and innovations to ensure that our Client Success operations remain competitive and cutting-edge
Skills
- Hands-on experience and understanding of Client Success in a Saas business environment
- Demonstrated success in an operations-focused role, with a track record of enhancing efficiency and performance
- Expertise in developing and executing comprehensive strategic plans, from initial concept through to successful implementation
- Strong analytical skills with the ability to interpret data and derive actionable insights
- Proven experience in launching and integrating new systems or processes, ensuring seamless adoption and optimal functionality
- Skilled at identifying gaps in processes or systems and devising innovative solutions to address them
- Highly effective in written and verbal communication, with a strong ability to convey ideas clearly and collaborate effectively with cross-functional teams and stakeholders at all levels
- A demonstrated passion and curiosity for technology and its use to drive efficiencies
The Interview Process
- Telephone call with a member of the Talent Acquisition Team
- First-round interview with a manager of the Client Success Team and the UK Client Success Director
- Second-round interview that will include a task with a manager of the Client Success Team and UK Client Success Director
At Reward Gateway, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.
Be comfortable. Be you.We want all of our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work!
We hire BETTER. Find out more about Reward Gateways approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at
rg.co/lifeatrg.
