Head of Partner Insights - Enterprise

About the Role

This role serves as the senior domain leader and strategic architect for the UK Enterprise Customer Success organization. You will lead, inspire, and scale an established team of ~10 Customer Success Managers (CSMs) and Account Coordinators (ACs) responsible for driving growth, operational health, and platform retention across the UK’s most recognizable national restaurant brands—from local favorites like Rosa’s Thai to national staples like Wagamama's and Greggs.

In this dedicated leadership role, you will set the strategic direction for the organization and scale an insights-led approach that positions our platform as the preferred digital growth partner for Enterprise merchants. You will optimize resource allocation across our established portfolio segments (Strategic, National, and Mid-Market), elevate analytical capabilities, and drive cross-functional alignment at local, regional, and global levels to ensure your team delivers flawless execution and compelling ROI narratives. This role demands an exceptional organizational leader and analytical strategist: someone who can zoom out to shape long-term UK Enterprise strategy and zoom in to establish the operational and data-driven standards that empower an established team to thrive.

What You'll Do

• Vision, Leadership & Organizational Capability
  • Lead a team of ~10 Customer Success Managers and Account Coordinators; own key operational metrics, define clear career pathways, and foster a high-performing team culture grounded in analytical rigor, speed, and accountability.
  • Own resource allocation and team deployment across established portfolio segments (Strategic, National, and Mid-Market) to ensure optimal coverage, merchant health, and operational efficiency across the UK Enterprise segment.
  • Provide continuous coaching to upskill the team on executive-level partner advocacy, root-cause problem solving, and translating complex performance signals into clear, actionable QBR/EBR growth narratives.
• Advanced Insights & Preferred Partner Strategy
  • Architect the team's overall data and insight strategy, establishing standardized frameworks to analyze performance metrics, adoption patterns, defect rates, and unit economics.
  • Drive the strategy for advanced, value-add merchant reporting, equipping your team to deliver deep market benchmarks, menu optimization, and operational excellence that prove platform ROI and maintain our status as the preferred delivery partner.
  • Empower the team to uncover untapped growth opportunities across their portfolios, converting market intelligence into actionable growth plans for enterprise merchants.
• Operational Excellence & Cross-Functional Influence
  • Identify systemic operational friction (e.g., rising defect rates, prep time latency, order accuracy) across top-tier UK enterprise accounts; design and scale programmatic frameworks and playbooks that eliminate inefficiencies and raise performance baselines.
  • Serve as the senior internal escalation point for complex operational, technical, or platform performance roadblocks impacting strategic partners.
  • Act as the primary voice of UK Enterprise Customer Success to influence cross-functional partners across local, regional (EMEA), and global levels, aligning Product, Engineering, Marketing, and Operations teams to ensure global initiatives meet UK Enterprise needs and feed directly into product roadmaps.

Basic Qualifications

• Experience: 8+ years of professional experience in Customer Success, Commercial Operations, Analytics, or Strategy, with 3+ years of direct people management experience leading high-performing teams.
• Track Record: Proven success leading and scaling customer-facing teams within the UK market, with a strong track record of driving operational health, product adoption, and retention across Enterprise portfolios.
• Analytical & Strategic Rigor: Demonstrated track record of data-driven problem solving and high proficiency with analytics frameworks (SQL or data visualization tools are a strong plus). Proven ability to dissect complex datasets, evaluate commercial P&L drivers, and translate raw market performance trends into actionable macro strategies that fuel team execution and Enterprise partner growth.
• Senior Leadership & Executive Presence: Exceptional communication, organizational leadership, and stakeholder management skills, with a proven ability to influence and align diverse cross-functional teams across local, regional, and global matrixed organizations.
• Bias for Action with Strategic Depth: Highly resilient leader capable of balancing high-level organizational vision with the operational clarity needed to resolve complex systemic challenges in a fast-paced environment.

Preferred Qualifications

• Industry Background: Strategic experience within high-growth marketplace platforms, enterprise SaaS, e-commerce, or food/delivery tech ecosystems.