Retailer Services Manager

Job Description

The Retailer Services Manager is responsible for championing the retailer customer experience by ensuring service issues, risks, escalations and customer commitments are visible, prioritised and progressed across the business. Working at the intersection of customers and operations, the role drives service governance, customer advocacy and continuous improvement, ensuring retailer customers receive a consistent, proactive and high-quality service experience while enabling Account Managers to remain focused on retention, growth and strategic relationships.

Key Responsibilities

• Lead retailer service governance across the retailer portfolio, ensuring customer issues, risks, commitments and escalations are effectively managed and progressed.
• Act as the primary customer advocate for operational service issues, ensuring retailer impacts are understood, prioritised and addressed by accountable business teams.
• Own escalation governance and customer communications relating to incidents, service issues and operational disruptions.
• Identify systemic customer pain points, service trends and improvement opportunities, driving visibility and accountability for resolution.
• Lead service reporting, governance forums and service review processes, ensuring customers receive meaningful insights and agreed commitments are delivered.
• Lead and develop the Customer Success Manager and Key Account Coordinator, ensuring strong service governance, customer support and operational alignment across the retailer portfolio.

Key Success Measures

• Retailer issues, escalations and service risks are proactively managed and resolved with clear ownership and visibility.
• Customer communications are timely, accurate and consistent, strengthening customer confidence and trust.
• Systemic customer issues are identified, prioritised and addressed through measurable improvement initiatives.
• Service reporting, governance forums and customer commitments are delivered to a high standard and support stronger customer outcomes.
• Customer Success and Key Account Coordination operate effectively, providing strong service governance support while Account Managers remain focused on retention and growth