Location: Remote / Home based anywhere in Europe
Package: £/€ 80-110k base + bonus, benefits
Our client is a worldwide leader in technology and service solutions that transform customer loyalty experiences for organisations, extending valued customer engagements and ultimately making beloved brands. With over a decade in business, the company works with hundreds of leading brands across the world, including Henkel, Toyota, Mizuno, and Harrods to name a few and is integrated with over 100 leading technology providers, system integrators and agencies globally.
THE ROLE:
The Account Director Europe focuses on managing and enhancing customer relationships, driving engagement, and ensuring client success with the company's loyalty platform. Similarly, this position differs from traditional customer service roles as you'll engage deeply with customers to understand their needs, share best practices, and help them achieve their goals. This requires ongoing relationship-building and strategic support, rather than just responding to customer inquiries.
Key Responsibilities
· Manage communication with 6+ customers autonomously, supported by a team of technical managers, designers, developers, and QA personnel
· Proactively analyse performance and educate customers on best practices to drive engagement and increase ROI
· Serve as the primary interface for managing and resolving critical situations
· Provide expert customer insight to internal teams on innovation and improvement opportunities
· Identify upsell opportunities within the platform
Requirements
· 5+ years of experience in customer-facing account management, preferably in SaaS customer loyalty with a focus on CX
· Experience working in a loyalty agency or in a loyalty role at a brand is highly desired/preferred
· Proven track record of maintaining valuable relationships with diverse customer accounts, particularly in e-commerce and enterprise-level environments
· Passion for web-based technologies and ability to understand the client's products, use cases, and technical elements
· Self-motivated, quick learner, and team player comfortable in a fast-paced environment
· Strong problem-solving skills and ability to embrace challenges and ambiguity
· Exceptional organizational and multi-tasking abilities
· Excellent communication skills, including video call and email etiquette
Ideal Candidate Profile
The ideal candidate will have extensive experience in deep customer engagement, building and growing relationships beyond simply answering incoming customer questions. This is not a Sales or Customer Service role, but rather a position focused on ongoing customer success and retention with elements of cross and upsells.
Benefits
- Competitive salary with a commission structure based on ARR
- Unlimited paid time off
- Standard employment contract depending on your residency
About Optima Search | Europe & America:
Optima Search the International Executive Search. We support world-class brands and early-stage IPOs across America and Europe. Optima emerged on the back of working in both; the recruitment industry and leading internal in-house HR teams. The unique combination offers a competitive advantage in servicing our clients. We’re working with quality-driven Clients and recruit Sales, Marketing, Professional Services, and Executive Hiring Pros | www.OptimaEurope.com | www.OptimaAmerica.com