Customer Success Manager (fluent Spanish required)

Job title:

Customer Success Manager (fluent Spanish required)

Company

Job description

Job Description:About usFood waste is a $1 trillion problem – costing the world over 1% of global GDP. We’re dead set on solving the problem and looking for people to help us achieve our mission. We, at Winnow, believe that food is far too valuable to waste, and that technology can transform the way we produce food. Our team is made of people who all share a passion for food and technology.Winnow was founded in London in 2013 to help the hospitality industry prevent food waste through internet of things tools in the kitchen. We have worked with hundreds of sites and are operating in over 70 countries around the world supported by our offices in London, Dubai, Singapore, Cluj-Napoca (Romania) and Chicago. We are a rapidly growing company with a strong base of clients who are rolling out our system globally. We have blue-chip customers including Accor Hotels, IKEA, IHG, Marriott, Compass Group and many others.Winnow’s clients on average reduce waste by over 50% by value and sustain savings. Winnow has now worked with hundreds of sites to reduce food waste, including hotels, universities and schools, staff restaurants, event/hospitality kitchens, buffets, pubs, and high street restaurants. Where the system is permanently adopted, pre-consumer waste value is reduced by 50% – 70% with no detrimental impact to the perceived quality or value of the offer to their customers. This represents a typical improvement of food cost savings of 3% to 8%, commonly a 40%+ increase in profitability for operations.As the global leader in addressing food waste, we are committed to continue pushing the envelope on what technology can do to solve this problem. Winnow Vision, our new artificial intelligence-based technology, is trained to automatically track all food waste thrown away. It has won awards at the World Economic Forum and has received tremendous enthusiasm from our clients and the industry. You can read more about it on andOther recent accolades saw Winnow awarded a winner of Impact 50’s most impactful companies to work for. You can read more about it .We are passionate about living our values and place them at the centre of everything we do. We are excited about like minded talent who share these values, joining us in our mission:Equal parts head and heart. We’re both passionate and measured. We carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term.Bravely honest. With each other, that means we’re a transparent organisation where healthy, respectful debate is encouraged. With our customers, we challenge them if we don’t think they’re achieving their goals, whether they be environmental or financial.People of action. Done is better than perfect, and we learn by boldly doing then rapidly improving. We’re breaking new ground, so we know things might go wrong. But we judge ourselves and each other on our reaction and our resilience.Bound by food. We’re a diverse bunch, but our belief in the value of food is the common thread in everything we do. With each other, we celebrate through our love and respect for food. With our customers, it means we work hard to develop creative tools to make it easy for chefs to value food.Hungry and humble. Our product is revolutionary, our people are impressive, and we’re hungry for change. But, we’re just the catalyst for a bigger movement. We stay humble regardless of our success, and make chefs the heroes in this journey.People and planet positive. We’re caretakers of the planet, helping to preserve and support it for now and the future. Our work already minimises the impact that the hospitality industry has on the planet, and we’re also committed to actively reducing our own footprint while doing so. We’re leaving the planet and its people better off than we found them.This is an opportunity to join an exciting organisation and help us propel our growth at what are truly the most exciting and dynamic points in time in our business. You will work alongside a driven team who are motivated by building an exciting business and leaving the world a better place than we found it.About the roleAn exciting opportunity exists for an experienced Customer Success Manager to lead on the delivery of the operational goals in the growing sector of Resorts. Leading a small team, the post holder will be responsible for growing a number of Strategic accounts across the EMEA region. As part of this, the post holder will be tasked with both devising the strategy for how to do this, as well as for creating action-orientated implementation plans to deliver this strategy. They will also be responsible for the performance of the accounts ensuring Winnow and client KPIs are met. These Strategic Accounts are critically important to the future of Winnow and this role sits at the heart of Winnow’s Operational strategy. This role is all about creating and executing effective and engaging plans to deliver on new and existing accounts within the Resort sector across the EMEA region.The Customer Success Manager – Resorts will report to the EMEA Operations Director and the EMEA Regional MD. Collaboration with other internal Winnow functions, such as Support, Product and the Data Services team will also be essential to maximise growth opportunities and ensure Winnow’s operating model supports the sector strategy.This role will suit a self-starter who is looking to develop their people management skills whilst taking full ownership for a broad and growing portfolio of customers.Requirements:Key objectives

• Ownership of a portfolio of accounts, responsible for performance KPIs, minimising Churn, and securing positive NPS across the accounts managed
• Lead the Resort team providing developmental line management
• Devise quarterly and annual strategic objectives for the Resorts vertical as well as creating robust implementation plans for delivery
• Report out to the EMEA Operations Director and MD EMEA on the performance of the accounts on a monthly basis. Identifying areas of improvement
• Act as the Voice of the Customer for Resorts within Winnow
• Create compelling, clear and replicable delivery and success strategies for the Resort industry
• Help the client build and deliver a governance structure to provide clients timely, accurate and insightful reports, with a mixture of regular updates and ad-hoc reporting
• Develop deep relationships with key influencers and full decision-making units to help build additional demand for our products
• Manage and solve any conflicts or challenges which arise ensuring customers are communicated to on a regular and transparent basis

This role will require travel to customer sites which is anticipated to be around 40% of total working time. The remainder of the time will be spent in London so the team lead is on site to support their team on full-house days.About youPersonal attributes and experience

• He/she will be a fluent Spanish speaker
• He/she have worked on large and complex project as well as running global implementations
• He/She will ideally have experience in managing people
• He/she will have experience of strategic account planning and delivery, identifying and setting project targets and creating activity plans
• He/she is results-driven and can demonstrate how they have delivered solutions for a similar type of clients
• He/she has excellent attention to detail and a meticulous eye for identifying inconsistencies or inaccuracies in data
• He/she has a solid grasp of data analysis to build clear data driven discussion and presentations to clients
• He/she will have proven experience of knowing what it takes to provide consistently first-class customer service to external customers, remaining calm and measured even when dealing with the most demanding individuals and accounts
• He/she prefers to take a collaborative approach with colleagues to ensure they always achieve the best results for customers
• He/she will have experience working as part of a team and building positive relationships with internal and external individual across borders
• He/she is persuasive and personable and find building relationships with customers enjoyable

Benefits:

• Competitive base salary

• Eligible for Customer Success discretionary bonus scheme
• Company stock options package
• Matching pension scheme
• 2 Wellness hours per month plus a £48 gross monthly wellness allowance
• 25 days of paid vacation time in addition to national holidays, plus the option to buy a further 5 days annual leave
• Company part-funded private health insurance and eyecare allowance
• Life insurance (3 times base salary)
• Employee Assistance Programme – 24/7 helpline for your wellbeing
• Learning and development allowance of £300 annually
• Cycle to work scheme
• Hybrid way of working – we’re all in the office on Tuesdays and Thursdays
• Company provided breakfast & snacks on office days
• Early Finish Fridays – log off at 3 PM on a Friday if you have completed your tasks by then
• Great office space in central London and a great working environment
• You will love what you do – waking up every day solving one of the biggest social problems of our generation – food waste
• Committed team members with broad experience who share a common passion to build a world class business

Expected salary

Location

London

Job date

Sat, 13 Apr 2024 06:56:23 GMT

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