Customer Success Team Leader

Who we are and what we do

At Hachette Learning (formerly Hodder Education), there’s one thing we’re certain about. No two students learn the same way. That’s why our approach to teaching begins by recognising the needs of individuals first. Our mission is to enable every learner to fulfil their unique potential by empowering those who teach them. From our expert teaching and learning resources to our digital educational tools that make learning easier and more accessible for all, we provide solutions designed to maximise the impact of learning for every teacher, parent and student.

Aligned with our parent company, Hachette Livre, founded in 1826, we’re proud to deliver high-quality learning solutions on a global scale. We make it easier for everyone to unlock a new world of learning.

Hachette Learning is a division of Hachette, one of the largest publishing groups in the UK, with 11 publishing divisions and over 60 imprints. Everyone here is proud to be in the business of opening doors and minds.

What you'll be doing

We’re looking for someone to lead our global Customer Success team, helping schools to get real value from our digital products from day-one through to renewal. You’ll manage a team of Customer Success Consultants, ensuring they deliver excellent onboarding, training, and ongoing support to schools across the UK and around the world.

Key responsibilities

Team Leadership and Management

• Lead and develop the team to ensure consistency in communication and drive success in retention revenue and onboarding activity.
• Respond and resolve queries within the team and solve issues when they arise.
• Act as the first point of escalation for day-to-day queries and issues within the team.
• Work closely with colleagues in Sales, Product, Digital Support and Marketing to ensure a joined-up customer journey.

Customer Engagement

• Oversee the onboarding process for new school customers, making sure that schools get up and running quickly and confidently.
• Ensure schools understand how to get maximum value from our digital platforms.
• Use platforms like Dotdigital to deliver automated comms, and run retention campaigns.
• Check in with customers at key points to offer help, solve problems, and keep engagement high.
• Look for smart opportunities to recommend additional digital or print resources that support their goals.
• Ensure support and onboarding materials are clear, helpful and easy to find.
• Gather and relay feedback to our Product and Content teams so we’re always improving based on real classroom needs.

Process and Improvement

• Work with our in-house platforms and CRM system.
• Track team KPIs and customer-engagement metrics to assess performance and inform decision-making.
• Gather and share feedback from schools with the wider business to support product improvement and to enhance customer satisfaction.
• Using data to support future decision making.

The above list is not exclusive or exhaustive and the job holder may be required to undertake such other duties as may reasonably be required.

Who we are looking for

This role will suit someone who enjoys being part of a busy and energetic team that’s engaging with customers every day. You’ll want to play a lead role in making that team be as effective as possible through team leadership, target setting and close control of metrics.

We’d love you to have the following skills / knowledge:

• To have an enthusiasm for education and supporting teachers in using digital tools.
• To be a pro-active and energetic self-starter with a focus on solutions.
• To enjoy working as part of a busy and growing team.
• Strong written and verbal communication skills, with customers and internally.
• Customer Service, including conversations senior teachers in schools and colleges.
• To show us that you are highly organised and able to manage conflicting priorities.
• Solid IT skills, across MS Office packages.
• Ability to work with customers and colleagues at all levels.
• Experience leading or mentoring others in a customer-facing role, ideally in education, SaaS or publishing.
• Confident with digital platforms and able to quickly learn the features and benefits of our products.
• An analytical approach, reviewing usage data and customer feedback to identify patterns and take action.
• Comfortable working with CRM systems and related platforms.

What we offer

Our staff are our greatest asset, and our benefits reflect this:

• 28 annual leave days per year, increases to 29 days after 2 years' service and goes up to 30 days after 5 years' (+ bank holidays)
• Private medical insurance
• Dental insurance
• Generous pension schemes
• Rent deposit loans
• 2 community days per year
• Summer hours (finishing at 1pm on Fridays during the summer months)
• Retail discounts through Hachette rewards
• Cycle to Work scheme
• Eye care vouchers
• Wide-ranging training library
• Development programmes (including mentoring)
• Up to 70% off book purchases
• A charity bookshelf
• 12 Staff-led employee networks that are voluntary, including Gender Balance, Thrive, Pride, All Together, Wellbeing and religious networks
• Season ticket loans
• And much more!

This role can be based at our Didcot office, with a blend of in-office (3 days) and homeworking (2 days) per week.

Our commitment

Hachette employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds.

If you are shortlisted and need us to make any adjustments to help you attend for interview, please let us know.

The Book Trade Charity offers financial support to people looking to enter the book trade but who may struggle to afford the costs of attending interviews and undertaking junior roles. For more information visit www.booktradeentrysupport.org