VP Customer Success at MRM Global

Our Purpose

At MRM Global, our purpose is to enable the world’s leading companies to increase their sales and reduce wastage.

Up to 50% of physical marketing materials in the consumer goods industry are never executed and are instead sent to landfill, incinerated, or recycled. This wastes time, resources, money and most importantly has a huge negative impact on the environment.

At MRM Global, we believe there is a better way to support customers with physical point of sale marketing. We believe that the future is on-demand ordering, localised content, and distributed production.

Clients including as Bacardi, Diageo, Carlsberg, Pernod Ricard and Molson Coors use our Brand Creator technology platform to create customised and brand compliant marketing materials that are produced on-demand through our cloud printing network.

MRM Global is a high growth scale-up business with customers in 35 countries with a team of over 70 employees based in Europe, USA and Australia. MRM are backed by the UK’s most active growth capital investor BGF who continue to support MRM in our continued growth with a focus on expanding rapidly in North America.

Our next phase of growth is the most exciting yet as we scale the business in North America. MRM are looking for an experienced, driven and ambitious “builder” to be our VP of Customer Success to hire, manage and lead our new CS team. This is a mission critical role reporting to the CEO and is responsible for building the CS organisation, systems and processes that maximises user adoption and engagement.

The ideal candidate will be someone with a growth mindset who thrives on taking responsibility and loves rolling their sleeves up and getting stuck into big challenges and solving tricky problems. We are looking for someone who enjoys operating at a very fast pace, learns relentlessly and is always looking to improve themselves and support their team.

We’re looking for a team player who is looking for an opportunity to take on responsibility from day one and make a big impact on our business and the wider industry.

Our Culture

Our culture reflects our rapid growth and our ambition to be the global market leader. That means that we’re a fast-paced organisation where every day is different, and the work is challenging. We appreciate that the scale-up experience isn’t for everyone. We are specifically looking for people who love taking responsibility, challenging themselves and who strongly relate to our 4 core values:

• We’re a Team: Growing a global company means solving some very difficult problems and we believe working as a team and leveraging the skills of a diverse group of people is the best way to solve those problems. We look for team players with a track record of working with others to achieve amazing results.
• We’re Resilient: If you’re looking for a smooth ride on a freshly surfaced road, with no diversions, MRM probably isn’t for you. We’re looking for people who love a challenge, can handle uncertainty and have the gritty resilience to overcome difficulties.
• We’re humble: Being open to learn and being able to admit when your wrong is fundamental to the having the growth mindset required at MRM. At MRM we are taking on new challenges every day and we don’t have all the answers. Those who succeed at MRM are humble with a strong desire to develop themselves and be constantly learning.
• Be Yourself: At MRM we believe it’s essential to have genuine connections with team-mates, customers, and suppliers. We look for people that are honest, genuine and can build deep relationships with others based on trust and authenticity.

What you’ll do;

• Build a customer success and support team (20-25 people) to deliver a major national rollout starting in Q2 2023.
• Lead, expand, and mentor the Customer Success teams by setting the strategy and priorities, hiring, training, and developing a world-class team
• Drive adoption and user engagement by ensuring that users are effectively onboarded, trained and supported in the use of MRM’s Brand Creator technology.
• Closely align MRM’s CS team with the drinks’ suppliers marketing teams and the customers trade development teams so we provide users with the right marketing content at the right time.
• Work closely with the customer’s sales, commercial effectiveness, commercial operations and trade development functions to ensure alignment on strategic goals and activation plans.
• Architect the customer success organization and solutions to leverage and scale in support of our revenue ambitions.
• Establish strong relationships, communication and data flow between UK HQ and US HQ, building on best practice.
• Work closely with key internal contacts such as the VP of Operations, VP Sales, Director of Trade Marketing and CEO to deliver the national rollout.
• Act as the voice of our customer by providing feedback into our central functions such as Product, Supply Chain and Support.
• Develop deep insight and knowledge of the customers organization by building a network of relationships founded on a base of honesty, integrity and trust.

• Demonstrated progressive experience in a B2B/Enterprise Customer Success management and/or leadership position.
• Experience building and managing (20+ employees) Customer Success teams in a fast-paced and dynamic environment.
• A strong strategic vision for the customer experience, professional services, and customer support.
• The ability to architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections.
• A strong customer advocate with the ability and willingness to engage directly with customers.
• Ability to communicate well with individuals, teams, partners and at industry level events.
• A track record of developing and mentoring great talent, and building and motivating high achieving teams.
• Effective and productive collaborator to drive cross-functional initiatives.
• Experience of completing major software rollouts to highly complex large national organisations.
• Love solving problems and discovering opportunities to help people succeed.

Not essential, it would be a bonus if you;

• Experience of working in the US beverage alcohol industry (distributor, supplier or retailer)
• Experience working in Sales or customer facing roles
• Have experience working in a SAAS business with a usage or transaction based model.

Success Measures

• User engagement – % and number of active users per month
• Orders per user
• % of App orders vs Custom Orders
• NPS
• Revenue growth

The knowledge and skills we’ve listed represent “the perfect candidate”. No one’s perfect and we know the ‘confidence gap’ can stop brilliant people applying. If you love the sound of this opportunity please apply, we’d love to hear from you.

You could belong here;

To deliver brilliant marketing to MRM’s global drinks suppliers and their customers we need to build a company that’s reflective of their diversity. We’re building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.

What we’ll offer

As well as your salary;

• 401k. A combined contribution of your choice and a capped company match
• Reward and Recognition. A bonus scheme based on company performance and your personal contribution, with regular recognition along the way.
• Share Options. After 12 months of service this role will be eligible for share options as part of our leadership team options pool.
• Holidays. 33 days including public holidays with the option to buy or sell more
• Summer Fridays. 4 half day Fridays in the summer months to get the BBQ on or set off early on a weekend road trip!
• Remote work environment. Flexibility to work remotely, with regular team meetups to build connections.
• Grow with us. You’ll have opportunities to develop your career in a high pace technology company as part of a great team.
• Personal Investment. We’ll invest in your personal development and give you regular feedback.
• Open culture. A place where you can bring new ideas, get things done, do things differently and have a real impact.

For more information about us visit: https://mrmglobal.com/ or check out our socials.