Charlie Webb
Head of Client Success @Trowbridge
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WORK HISTORY
Head of Client Success @Trowbridge
GB
Champion an exceptional client experience by continually reviewing the Client Journey Mapper and implementing improvements and automation where relevant- Lead cross-functional collaboration across departments to maximise client satisfaction, while owning the Client Success strategy and managing the Client Services Team- Manage the daily operations of the Client Services Team, consisting of three members (one Senior and two non-Senior), overseeing workload allocation and ensuring adherence to SLAs- Define and set monthly KPIs for two Client Success Managers, carrying out ongoing daily, weekly, and monthly performance reviews- Work alongside the Senior Management Team to evolve and implement the Trowbridge Client Success Journey- Streamline internal processes through partnerships with Operations, Sales, and Marketing—leveraging automation wherever beneficial- Analyse existing workflows to identify and implement enhancements to the Client Success offering- Collaborate with the Head of Sales to ensure the Sales Team is equipped with the right tools and support to achieve monthly, quarterly, and annual targets- Ensure the highest standards of data quality within the CRM system while maintaining full GDPR compliance- Partner with Marketing to develop and execute targeted campaign strategies- Review and analyse campaign performance data to foster consistent growth across digital channels and trade show engagements- Foster and manage relationships with key clients and third-party partners, supporting long-term retention and satisfaction- Resolve escalated complaints in alignment with the Client Complaints process for timely and effective resolution- Represent Trowbridge at international trade shows, enhancing brand visibility and connecting with loyal and potential trade customers- Create and deliver insightful Sales Reporting for Account Management, including quarterly business reviews and new client presentation briefs.
EDUCATION
QA Apprenticeships
Level 4 NVQ & Business Diploma Administration and Management, General
QA Apprenticeships
NVQ Level 3 Business Administration and Management, General
SKILLS
ABOUT CHARLIE WEBB
Head of Client Success at TROWBRIDGE
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