Customer Success Manager, Shuffle
£50-70k
+ Equity
4+ days a week in office (Hoxton, London)
Restaurant investor and rewards
Be an early applicant
Restaurant investor and rewards
1-20 employees
Be an early applicant
£50-70k
+ Equity
4+ days a week in office (Hoxton, London)
1-20 employees
Company mission
To help great independent hospitality businesses grow.
Role
Who you are
- 5+ years’ hands-on experience in customer success, relationship management, or sales
- Track record of growing and retaining revenue generating accounts
- Experience of and comfortable with working in a small startup: able to switch between strategy and execution seamlessly
- Data-driven approach with the ability to define metrics, interpret performance and make decisions based on insight, not just instinct
Desirable
- Experience in fintech, lending, financial services, or SaaS is beneficial
What the job involves
- Own the Customer Success strategy, with a clear focus on retention and growth of the portfolio
- Define and track key account-level and portfolio KPIs for your portfolio across all aspects of the customer experience
- Set the overall and targeted contact strategy, with strong discipline to maximise retention and referral opportunities
- Support our hospitality businesses through our top up lending process post onboarding, ensuring that merchants are provided with capital quickly when they need it
- Continuously improve how accounts are managed as the business scales
- Deliver a best-in-class, tech-enabled customer experience, including a seamless handover process post onboarding to both our hospitality businesses and their advisors
- Own and manage a portfolio of active Shuffle hospitality businesses, building trusted relationships and becoming their primary point of contact post-onboarding
- Act as the first contact point for any issues, ensuring a speedy resolution
- Identify the product improvements that our merchants want and liaise with the relevant teams to deliver these quickly and efficiently
- Ensure that all merchants are provided with timely, accurate and useful data to identify further opportunities for growth
- Source and decipher industry data/trends, taking the appropriate action where emerging risks are identified
- Report on the status of the portfolio to senior management
- Use data and CRM insights to balance opportunities
Salary benchmarks
Our take
Rewards platforms for the hospitality industry can tie restaurants with badly matched businesses and risk being quickly forgotten by users. Uninspiring brands, failure to evoke customer loyalty and the fact that an average of 60% of restaurants fail in their first year sparked the idea of Shuffle, a restaurant investment and rewards platform.
The ecosystem that Shuffle is building is a rather neat one. Investing directly into restaurants, bars and cafes, the company uses its financial returns to set up rewards programmes for its partner hospitality venues and the customers who sign up to the Shuffle platform. The rewards themselves are, on average, valued at about 20% of their order. They’re randomised, ensuring a fun and unexpected reward for customers, which adds a hint of gamification to a meal out.
On the B2B side, Shuffle also provides loans for its partner hospitality businesses. With an estimated 80% failure rate within 5 years for businesses in the sector, this is undoubtedly a further incentive for struggling hospitality companies looking to up their margins. Ultimately, hospitality businesses gain a loyal customer base, customers gain a deal sweetener for their evening out, and Shuffle makes a profit through its platform, reward partnerships and investments.
Shuffle is currently available in Glasgow, Manchester and Liverpool, but is expanding across the UK to cities including London, Edinburgh and Leeds. Its hybrid reward platform and investment portfolio have a lot of potential for widespread adoption.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- 20 days holiday
- Off-sites every 6 months
- 12 work-from-anywhere days annually
- Cycle to work scheme
- Wednesday lunches + monthly socials
- 5 day seasonal holiday shut down in December
Company HQ
Hoxton, London, UK
Leadership
Ollie Purdue
(Co-Founder & CEO)Previously founded Loot (a digital bank with 200,000+ users, backed by SpeedInvest & Global Founders Capital); Partner at Antler; CPO at Bó (NatWest’s digital banking arm)
Enzo Ottens
(Co-Founder & COO)Previously founded Earnr (finance & tax app for freelancers, backed by 7Percent Ventures & Antler); Chief of Staff at Mettle (NatWest’s SME banking platform); Consultant at Deloitte; LBS MBA
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