Head of Client Success

Diversity is a reality. Inclusion is a choice.™   

Company

Included is a global, impact-led diversity and inclusion consultancy.  We bring together smart people who care, to build more inclusive organisations.

Included builds inclusive cultures through developing leadership and re-engineering systems and processes. We positively disrupt the Boardroom in corporations, academia, media and government. We achieve measurable change - greater representation (diversity) and more conscious decision-making (inclusion) to benefit individuals, organisations and the world at large.

Our work covers five areas:  

• 1. Strategy: we work directly with CEOs and HRDs to make D&I part of corporate strategy  

• 2. Data: we design, model and measure inclusion to permit more accurate interventions  

• 3. Governance: we observe and improve corporate decision making from Board to shop floor 

• 4. Leadership: we deliver keynotes, coaching and our full Inclusive Leadership programme to reframe inclusion as a personal leadership responsibility 

• 5. Systems: we de-bias critical business processes such as recruitment and procurement

Included has world-class capabilities in designing and implementing programmes in the public, private and third sectors. Founded as a legacy of the London 2012 Olympics and Paralympics, we are passionate about benefitting the clients we work with. They range from world-renowned tech and finance companies to universities, charities and TV companies. Whilst a significant proportion of our clientele are based in London and the UK, we work internationally. Included creates real impact - we are a scale-up with big ambition and want to achieve even more. See more about us and our work at www.included.com.

Role

Our Head of Client Success is central to our client relationships and programme deliveries. This role ensures an exceptional client experience from initial point of sale onwards. It enables their diversity and inclusion journey, changing mindsets and behaviours, driving organisational change, ensuring commercial success, and ultimately positively impacting the wider world.

Reporting to the CEO, and working closely with the Head of Consulting, you will have strategic oversight of the Client Success function. You will lead a variety of customers across our client portfolio. You will proactively build and maintain client relationships in our key target sectors and oversee programmes throughout the lifecycle of a project with the support of delivery consultants and dedicated project coordinators. Comfortably switching between strategic oversight and hands-on programme and account management, you will identify and implement a clear roadmap for your clients utilising our client journey framework, while maintaining visibility over the entire client portfolio. 

Responsibilities 

• Client Success function: Overall responsibility for Client Success function. Strategic oversight of account management and programme delivery, working closely with, and empowering, our team of account managers and project coordinators to create and retain delighted, long-lasting, impact-driven clients.

• Collaboration: Work closely with our Head of Consulting and Consulting Managers to ensure seamless account management and growth. 

• Account management: Directly manage a selection of our high impact clients for revenue growth per account. From onboarding them successfully from point of sale, building strong relationships with key stakeholders, to writing proposals and Statements of Work. You will drive commercial growth, and develop a clear and impactful roadmap that utilises more of our products and services in line with our organisational commercial and impact goals.

• Business development: Deliver against quarterly commercial targets via account management structure, while contributing to new business development in the form of content for proposals, attendance at pitches and general guidance on client success best practice.

• Programme management: Directly oversee programme delivery for your clients, direct project coordinators and delivery teams to ensure alignment and progress against your holistic account roadmap.

• Stakeholders: Maintain excellent and mutually beneficial relationships with all stakeholders, including colleagues, clients, Board members, joint venture partners, and suppliers. 

• DEI Expertise: Be plugged in and represent Included at industry events and forums. Develop a deep understanding of DEI and the competitive landscape and trends in order to react strategically.

• Marketing: Contribute to all aspects from PR agency to digital and social media operations (LinkedIn, Facebook, Twitter, others) in collaboration with others as necessary.

Candidate

• Commercial mindset: Experience in business development, pipeline growth and delivering against revenue targets.

• Proven track record: Client relationships, customer success, and account management. Excellent account and client management skills to deepen existing client relationships and build new ones - consulting experience desirable.

• Strong programme and project management experience: Ability to oversee a number of clients and projects simultaneously. Deep experience of having managed, maintained and leveraged a client relationship management system.

• Strategic mindset: Exceptional clarity of thought and experience of corporate strategy, particularly adopting a business-wide approach, not just on client success alone. Experience of leading research, analysis and insight production relating to client sectors and industries. 

• People leadership: Experience of managing teams and individuals, combining performance management, structure and process with empathy. A team player who puts colleagues and the work before themselves and their ego. Ability to work collaboratively and cross-functionally with all levels of management, both internally and externally.

• Communication skills: Outstanding client communication, written and verbal, including in presentations, proposals, and kick-off meetings. 

• Style: Honest and direct - a willingness to listen, learn and adapt to the Included brand where we speak truth unto power. Ability to challenge and hold your ground in an empathetic and non-defensive manner. Value and demonstrate humour and humility in approach.

• Impact/results focused, a passion for inclusion and meritocracy and an appreciation of the value D&I can bring to organisations and the wider world.

• UK based within commuting distance of London, prepared to travel in the UK and overseas on occasion.

• Foreign language skills preferred.

Why you should apply

• We genuinely live our values - Courage to be disruptive (Speak truth unto power), Restless and tenacious (Achieve the highest standards) and Dare to be different (Be yourself, flex your role, have fun).

• We provide a flexible work environment to allow all employees to perform at their best – Included is a virtual team and all benefit by working from home and at our flexible work spaces around London and the UK.  This offers flexibility, minimal travel costs and a chance to work your contracted hours around your lifestyle.

• Collaborative Included support and accelerated professional development.  We are in touch daily, meet regularly via MS Teams, and hold regular team meetings and socials, both virtually and in person.

• We offer the opportunity to work with world-class clients at a senior level and impact Executive decision-making.

We believe in inclusion and actively work towards being an equal opportunities employer

Given our purpose and the nature of our work, we are as passionate about creating a diverse and inclusive environment for our own people as we are for our clients. This means creating a space in which every member of our team is psychologically safe to challenge productively and positively, and to bring their unique lived experience, expertise and talent to work each day. 

We actively recruit from as wide a pool as possible, particularly welcoming applicants from marginalised communities. We think and care deeply about social background, race and ethnicity, sexual orientation, disability, gender identity, and other forms of diversity.

How to apply

We are committed to equitable, de-biased recruitment and selection therefore applications will only be received via the BeApplied platform.