Reed & Mackay
Client Success Team Lead
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About Reed & Mackay
At Reed & Mackay, we are more than a global leader in travel and event management; we are a team united by passion, care, and entrepreneurial spirit. As a unique brand within the Navan Group, we provide deep sector expertise and customised programmes from offices across the globe.
With over 60 years of innovation in service, our success is built on delivering flexibility, reassurance, and insight to our clients. Our built-for-service technology and high-touch expertise removes the hassle from travel and event management, connecting businesses globally while keeping their people productive and safe and their costs down.
Looking for the next opportunity? Join our dynamic, inclusive culture, where your ideas are valued, your growth is supported, and your contributions help shape the future of global travel and events.
Role Overview
As a Team Leader within the Premier Client Success team, you will be responsible for leading a team of highly-skilled Client Success Managers (CSMs) dedicated to Navan’s most strategic and high-touch clients, with a strong focus on the Law firm, Banking and Professional Services sector and other high value sectors requiring dedicated, white-glove service for strategic clients. Your role is centered on leadership and team management, providing strategic oversight to ensure excellence in white-glove client service, successful technical migrations from legacy R&M technology, and the cultivation of executive-level relationships. It is critical that this leader is also comfortable rolling up their sleeves and getting tactical and into the weeds to help their team navigate complex challenges and set operational best practices.
You will act as a trusted advisor to your team and internal stakeholders across Navan’s global network. This role requires strong leadership, commercial acumen, and the ability to drive a high-performing team to achieve exceptional results.
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Key Responsibilities
- Provide leadership, direction, and coaching to an assigned team of Client Success Managers, setting clear goals, performance metrics, and tracking success to ensure alignment with wider business strategies and high standards of service and client engagement.
- Be accountable for client retention across your team’s portfolio, embedding a 100% client retention mindset and ensuring strategic, long-term partnerships.
- Act as the voice of the customer, ensuring key insights and feedback are shared across the business to drive service innovation and client success strategies.
- Support CSMs in navigating complex client relationships, contract negotiations, and identifying opportunities for growth, often requiring hands-on, tactical involvement.
- Promote a culture of collaboration, accountability, and continuous improvement, fostering an environment where the team thrives.
- Coach and enable CSMs in cultivating and maintaining strong, executive-level trusted advisor relationships with C-suite stakeholders to ensure strategic alignment and drive long-term customer value.
- Provide strategic guidance and executive oversight for complex, multi-stakeholder client migrations, ensuring the seamless and high-touch transition of clients from legacy R&M technology to the Navan platform.
- Stay ahead of industry trends, providing expert consultation and innovative solutions that reinforce Navan’s position as a trusted strategic partner.
What We’re Looking For
- Proven experience in managing clients within the corporate travel or professional services industry.
- Previous experience coaching, leading or managing a team.
- A commercially focused approach, with the ability to drive revenue growth, profitability, and client contribution targets.
- Exceptional leadership and coaching skills, inspiring your team to deliver at the highest level.
- The ability to develop, track, and measure team effectiveness, using KPIs, performance metrics, and structured review processes.
- Strong strategic thinking, with the ability to provide big-picture leadership and guide the team through complex strategic partnerships.
- A deep understanding of the TMC landscape, corporate travel trends, and best practices.
- Flexibility to work across time zones and travel as needed to support both client and team objectives.
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Equal Opportunities
At Reed & Mackay we welcome everyone with an open mind and an open heart. This is because we know peoples' different experiences, identities and backgrounds helps us to build a culture where everyone can collaborate and be their authentic selves, whilst feeling safe, valued and included.
Reed & Mackay is committed to providing equal opportunities by assessing all potential candidates according to their skills, knowledge, qualifications and capabilities. No regard will be given to factors such as age, gender, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion, disability or neurodivergence, or other applicable legally protected characteristics when making any employment decisions, including hiring.
Reasonable adjustments or accommodations will be provided, where required, and in line with local laws, to candidates who have a disability or are neurodivergent. Please notify us of your requirements at recruitment@reedmackay.com.
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