An opportunity has opened for a Sales and Customer Success Account Manager to join our client THE FLOORR.

THE FLOORR is an innovative start-up building a unique hybrid SaaS platform to service a rapidly growing and extremely valuable space within luxury retail. The Founder of THE FLOORR, Lupe Puerta, has been at the heart of the fashion industry for two decades – from her beginnings at Harrods and Selfridges to her 15 year-tenure as Global Director of VIP Client Relations for NET-A-PORTER and MR PORTER. With THE FLOORR she is building the solution that she asked businesses to build for her clients and personal shopping teams for years.

THE FLOORR is in essence a B2B operating system for personal shoppers and the world’s largest luxury retailers. The blended subscription/commission model provides a best-in- class global clienteling solution- connecting the global customer facing community with access to a global product feed and the tools to offer a seamless experience for their customers.

The Sales and Customer Success Account Manager is responsible for liaising with THE FLOORR’s network of global Personal Shoppers and Stylists globally, ensuring we support their successful journey as partners of THE FLOORR-we only truly succeed together. The best candidate for this role is as passionate about serving our Clients as Personal Shoppers are about developing relationships with the world’s most valuable HNWIs. This role follows and serves users from the beginning of their journey through to advocacy: targeting, demos, onboarding, relationship building, and performance management.

Main Objectives and Responsibilities:

• Primary point of contact for Personal Shopper/Stylist users

• Responsible for own Sales funnels and KPIs

• Responsible for Engagement and Retention KPIs

• Day-to-Day Relationship Management, including performance reporting

Personal Shopper/Stylist Support Overview:

-Establish and maintain excellent relationships with our existing Personal Shoppers and Stylists, including Brand/Retailer Users as needed, and be the main point of contact for communication with these partners, alongside the Marketing Coordinator and the Founder.

-Ensure THE FLOORR are managing all deliverables, maintaining strong communication with Users.

-Work independently to secure feedback from Users on THE FLOORR’s platform and services.

-Maintain accurate records of User interactions, feedback, reported issues, and next steps actions- ensuring prompt and consistent follow-up as needed.

-Take a proactive approach in solving issues with assigned clients, escalating issues to the appropriate team member when necessary.

- Work independently to develop and produce all necessary Performance management documentation and reporting – as needed.

- Proactively identify opportunities to create deeper partnerships and ad hoc activations based on THE FLOORR’s business and product pipelines, as well as marketing and events calendar.

-Take initiative to research potential new users to strategically target and propose to team.

-Awareness of KPIs and operating always with a view towards fulfilling or exceeding targets.

Sales and Customer Success Overview:

• Serve as the primary relationship owner for Personal Shoppers and Stylist users, with a focus on high value users and partners with responsibility for retention and growth.

• Work to maximise the conversion of Sales Qualified Leads, and progress them through the sales cycle to close by demonstrating the value of THE FLOORR’s proposition.

• Drive client retention, renewals, upsells and client engagement and satisfaction.

• Deliver Client Success performance reporting to users, highlighting their successes and areas for development & improvement within the platform.

• Prepare regular reports of progress and forecasts to internal stakeholders.

• Expand relationships with clients by continuously proposing solutions that meet their objectives.

• Manage the client relationship though on-boarding and the full client lifecycle.

• Be a THE FLOORR app super user, working with other internal teams to ensure knowledge of the platform and services we deliver is strong.

1. -Work closely with Marketing teams to ensure sales and engagement content is optimized based on user profiles, user feedback, and case studies.
2. -Work closely with Product team to provide feedback and insights on new feature release and new product development.

• Ensure customer satisfaction by investigating and resolve issues in a timely manner, escalating to other internal teams as needed.

• Work closely with Marketing teams to ensure sales and engagement content is optimized based on user profiles, user feedback, and case studies.

To be considered for this role, you will be required to demonstrate:

• Experience managing users throughout the full life cycle.

• Experience in sales and providing solutions based on prospect or customer needs.

• Proven success in a target-driven client-facing role.

• A consultative approach to client relationships.

• Working knowledge and experience with contracts and contract negotiations.

• Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations.

• Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business.

• Goal-oriented, organized team player.

• Experience in the luxury and retail industries highly desirable.

• Proven track record of successful client and team relationship building.

• Experience presenting a variety of content, both creative/editorial, commercial, and data driven content to internal and external groups.

• Ability to self-motivate and work to optimise assigned accounts without day-to-day guidance.

What’s in it for you?

This is an exciting opportunity to join a new fast-growing business, developing innovative and unique products and services within the luxury fashion space. You will have the autonomy to put your stamp on your role and help to build one of the most powerful luxury communities in the world as the business grows, within a supportive and highly experienced team.

Most work will be conducted remotely with regular in-person meetings and at least 1 day per week in the London office. Regular access and availability in London needed to fulfil role responsibilities.

We can be flexible about hours, location and terms, but we are looking for someone who will become a long-term core member of THE FLOORR team.