About ZigZag Global

If you’ve made an online return with Zara, Selfridges or boohoo there’s a good chance you’ve already been introduced to our award-winning SaaS platform. We’re an eCommerce returns business, that has been on a mission to build the best retail returns and post-purchase solution since 2015. Today, more than 100 companies across 130 countries use the ZigZag platform to help reduce the cost, friction, and impact of returns.

We’re passionate about streamlining the returns and post-purchase experience for our clients and their customers. Helping our clients to become more sustainable and profitable in the process.

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.

We believe we have the chance to genuinely challenge and disrupt the industry, so come and join the ambitious and caring team hell bent on building the world’s most innovative, and helpful returns experience possible.

About the Client Success Team

Our Client Success team is made up of Account Management, Account Executives, Implementations and Global Customer Support. You will report directly into one of our Account Directors, taking responsibility for a portfolio of Medium to Large sized retailers with a global presence. Acting as the main point of contact for these retailers, you will take responsibility for providing them a best in class service, whilst maximising commercial opportunity and end customer experience. There will be a high volume of exposure to all areas of our business, with the autonomy to make decisions which will positively impact our operation.

What you’ll be doing

• Be the key point of contact and information for a portfolio of clients
• Confidently monitor and proactively improve the commercial standing of the client portfolio, through analysing trends and capitalising on revenue opportunities and areas of potential exposure
• Ensure the smooth day to day running of accounts: raising, resolving or escalating issues as appropriate and relentlessly chasing down results
• Prepare and distribute regular reports and updates on client’s performance, risks, issues and opportunities
• Lead and shape regular review meetings, preparing updates and taking ownership of actions
• Undertake project management of key client initiatives, ensuring present and future client requirements are known and internal resources are allocated to support
• Demonstrate a willingness to go above and beyond the key responsibilities of the role
• Help train and develop Account Coordinators
• Bring the voice of the customer into the business and influence projects and priorities with a customer lens

Requirements

What you’ll need to be successful

• Account Management and client focused solutions experience
• Logistics/SaaS Sector experience is essential
• Ability to manage multiple projects and relationships simultaneously
• Strong analytical and problem solving skills, with a customer centric approach to resolutions
• Strong commercial acumen and negotiation skills with demonstrable skills in identifying and capitalising on revenue growth opportunities whilst mitigating areas of exposure
• Professional client facing skills, including confidence in presenting to senior stakeholders
• Self-motivated, driven and tenacious

Benefits

• Competitive salary – 24 days holidays + bank holidays + additional day holiday after every full year of service (up to 5 additional days)
• Flexible work options – fully remote, with option to work from our London office
• Flexible working hours – to provide work life balance
• Pension Plan
• BUPA Private Medical Insurance
• Employee referral bonus scheme

You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognise and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.