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
To achieve our mission, we put HR & Reward professionals at the core of everything we do. This means connecting with them to understand them better, their business and their current challenges or objectives. Your role is to help guide our Client Success Managers to deliver successful, meaningful programmes that we can delight our customers with. This will result in high customer satisfaction, retention, and usage.
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
- Private Medical Insurance
- 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:
The office is for you to use as much as you like. Our UK Client Success teams work from our
Tottenham Court Road office at least 1 day per week on our Client Success Days on either Wednesday or Thursday.
Key Responsibilities
We are looking for a dedicated Team Manager who will support and drive forward our Public Sector Client Success team in managing mixed portfolios that can range in employee headcount. Your role will be pivotal in coaching and empowering a team of 3-5 Client Success Managers, driving exceptional service delivery, client retention, product adoption, and overall success. You will focus on streamlining processes and making your team as efficient as possible within their portfolio. This is a hybrid role where you will also be responsible for your own portfolio of Key Public Sector clients. Some of the key duties will include:
- Conducting regular one-to-one sessions with CSMs to address concerns, and challenges, and guide them through complex client scenarios
- Orchestrating quarterly reviews to assist CSMs in creating and pursuing meaningful personal development plans
- Cultivating a culture of achievement within your team, while sharing best practices to enhance the department's performance
- Maintaining an up-to-date understanding of Benefits, Rewards, and Employee Engagement within the Public Sector, including knowledge of framework and contractual requirements
- Maintaining a comprehensive perspective of risks and opportunities in your own and your team's portfolios, devising strategies to mitigate risks, retain clients and capitalise on opportunities by enabling the Account Managers
- Ensuring all clients are proactively being improved and have current goals and objectives in place to increase usage, and adoption or to retain the client
- Ensuring you and your team are on top of admin tasks and all client data is present and accurate, alongside regular maintenance of Salesforce
- Driving efforts to boost client NPS participation and promptly address client feedback
- Obsess over programme adoption, advising on and implementing strategies and initiatives to maximise employee activation and engagement
- Managing customer concerns and, if required, coordinating with the appropriate internal team members to achieve a timely and satisfactory resolution
- Working closely with product & engineering teams to relay client feedback, influence the product roadmap, and escalate technical issues
- Building close, long-term, and proactive client relationships that create customer loyalty and a solid partnership with multiple stakeholders of your portfolio
- Actively managing and leading client projects at any one time, coordinating the resources and stakeholders needed internally and externally to ensure the project is successful and delivered on time
- Anticipating and handling client enquiries efficiently and liaising with the Client Support and Employee Support teams for administrative tasks
- Providing external training and enablement sessions to your contacts to drive adoption and self-service
- Traveling to meet clients where necessary and attending client events and roadshows where appropriate to add value
Skills
- Demonstrated experience working with Public Sector clients in a similar role
- Proven track record in a Client Success Manager capacity, demonstrating your ability to drive positive outcomes
- Previous experience in people management, with demonstrated ability to lead and nurture a team
- Understanding of Employee Engagement, combined with a genuine passion for its principles
- Passion for efficiency and building strategic one-to-many plans
- Comfortable pitching and presenting to clients and internal teams
- Proficient in critical communication to effectively convey ideas and plans
- Pioneering a growth mindset within the team as we change and develop as a business
The Interview Process
- Screening call with Senior Talent Acquisition Partner
- Online interview with Client Success Team Manager
- Take home assessment
- Final in-person interview at our office in Tottenham Court Road with Director of Client Success and Client Success Team Manager
At Reward Gateway | Edenred, 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.
From perks to people, our BETTER approach to hiring earns us more trust, happier people, and more world-class talent that helps us to make the world a better place to work. Find out more about Reward Gateway's approach to benefits, equality, talent, technology, empathy, and what you’ll get in return for joining our Mission at
rg.co/lifeatrg.
