Senior Customer Success Associate (BoF Careers)

Overview

The Business of Fashion is seeking a driven, passionate, and ambitious Senior Customer Success Associate to help grow and manage its BoF Careers partners. With a background in client services and account management, you will help BoF continue to expand and manage our global careers platform, which connects the world’s best talent in the fashion industry.

You will be on an upward curve of your career, thriving in a fast-paced environment and possessing a meticulous eye for detail. This is an exciting opportunity to join an incredible team with the overall goal of becoming the global leader in the talent and employer branding space for the fashion and beauty industries.

Commitment to Diversity

BoF is committed to building a diverse workforce and we are proud to be an Equal Opportunities employer. All applicants and employees receive equal treatment regardless of race, nationality, ethnic or national origin, religion or belief, sex or sexual orientation, gender, age, disability, marital or civil partner status, pregnancy or maternity.

Commitment to Inclusivity

BoF is committed to building an inclusive environment where everyone can bring their authentic selves to work and reach their full potential within their roles using a growth mindset. We are committed to creating an inclusive culture for our employees globally.

Commitment to Accessibility

BoF is committed to providing an accessible environment for all applicants throughout any stage of the recruitment process, by removing any barriers to ensure we offer a process that gives all of our applicants an opportunity to shine.

We will work with you to understand what adjustments you may need in the recruitment process to ensure you are able to perform at your best and we want to create a safe space to support this. Should you require any particular adjustment to be made, please let the Talent Specialist who is managing your application know when you are contacted for an interview, so we can consider how best we can support you with this.

What We Need You To Do

As an integral part of the BoF Commercial team, you will drive the "Value Realisation" phase for our partners, ensuring they achieve maximum ROI from their subscriptions.

In being successful in this role, you will:

• Onboarding & Account Management: Lead successful client onboarding and strategic management for BoF Careers partners, ensuring high engagement with platform tools.
• Growth & Retention: Manage growth planning and "Value Realisation" for key accounts to ensure long-term retention and partnership expansion.
• Performance Reporting: Customise and deliver data-driven performance reports (using GA4 and platform analytics) to demonstrate the reach and impact of partner campaigns.
• Employer Branding Project Management: Act as the primary liaison within the "Golden Triangle"- coordinating between Content Strategy, Business Development, and the Partner - to project manage and deliver high-impact employer branding articles and campaigns.
• Social Media Management: Organise and schedule partner promotions across a variety of channels (LinkedIn, Instagram, Newsletters) to amplify employer brand storytelling and job visibility.
• Product Advocacy: Educate clients on new platform features and facilitate feedback loops between partners and the Product team to inform future developments.
• Operational Excellence: Use Salesforce to manage the customer journey, ensuring all task flows and playbooks are executed accurately to maintain a seamless partner experience, and troubleshoot issues with a high sense of urgency.
• Onboarding & Engagement Outreach: Provide successful client onboarding and strategic account management for BoF Careers partners. Develop and manage a robust client outreach programme to maintain high-touch relationships.
• International Collaboration: Liaise with our international teams to align on best practices and share global client feedback.

Who You Are

You are a highly professional customer success specialist with a strong background in account management and exposure to business development. You possess excellent judgment and a natural ability to build professional relationships.  You understand the "Employer of Choice" positioning and how to elevate a brand’s presence within the fashion ecosystem.

In addition to this you will have the following skills:

• Collaboration: Excellent collaboration skills; you are comfortable working cross-functionally with BD, Content Strategy, Marketing, Product, and Finance.
• Project Management: Proven experience managing timelines and deliverables for branded content or marketing initiatives.
• Technical Proficiency: Professional experience using Salesforce, specifically regarding customer journey task flows and the execution of success playbooks.
• Communication: Exceptional written and verbal communication skills with a flair for professional storytelling.
• Organisation: Meticulous attention to detail and the ability to multitask in a high-pressure, deadline-driven environment.
• Reliability: Proven track record of being reliable, consistent, and results-oriented.
• Industry Knowledge: A genuine interest in and knowledge of the global fashion, luxury, and beauty industries.

You’ll Know You’re Successful When...

• Retention: BoF Careers partner retention remains high, and "at-risk" accounts are successfully turned around through proactive intervention.
• Project Delivery: Employer branding articles are delivered on time, meeting both BoF’s high editorial standards and the partner's strategic goals.
• Platform Engagement: Partners are actively utilising their unlimited job listings and company pages to their full potential.
• Data Integrity: Salesforce records and customer journey stages are accurately maintained, providing a clear view of account health at all times.