Job Title: Customer Success Executive

Location: Clarendon House, Farnham, Surrey

Hours: Full time, permanent. Hybrid working - Monday-Friday, 9:00am to 5:30pm

About the Role

A Customer Success Executive (CSE) is responsible for ensuring exceptional partner satisfaction, driving THCP partner adoption, and managing relationships throughout the new business pipeline to maximise conversion and support overall growth.

Main Duties and Responsibilities

Day to Day Duties:

• Outbound calls following NB Team drop-ins

• Outbound calls to advise potential sites that NB will be sharing information on hearing care and to arrange convenient meeting times with practice owners

• Outbound calls targeting vacancies to build a pipeline of potential practices

• Adding partners on AD and Monday.com once agreements are received

• Conducting check-in calls with new partners after their first clinic to ensure satisfaction

• Adding new partners to Pipedrive if not already listed, based on NB Team diaries

• Updating CRM (Pipedrive) with all calls and interactions

• Conducting small-scale research on selected areas to support mapping of new regions as needed

Customer Onboarding

Guide pipeline partners through the early stages of their THCP journey by clearly communicating the benefits of partnership, coordinating and booking meetings for the THCP team, and following up on calls, meetings, and contract progression. Ensure a high standard of customer care, smooth transitions, and the optimisation of every conversion opportunity.

Relationship Management

Build and maintain strong relationships with new partners by conducting regular check-ins during onboarding, supporting their needs proactively, and ensuring a seamless handover to operations once onboarding is complete.

Partner Advocacy

Act as the partner’s voice within THCP, sharing feedback with internal teams to enhance services and processes. Address concerns quickly and effectively to ensure a positive early partnership experience and long-term engagement.

Churn Reduction

Review all new partner waiting rooms to identify at-risk pipelines, assess potential blockers, and implement targeted retention strategies to minimise churn and support sustained growth.

Why Join Leightons Opticians & Hearing Care?

With over 90 years of family heritage, Leightons is built on a foundation of care, trust, and personal service. We foster a close-knit, supportive environment where every team member is valued. Our shared goal is to achieve 100% customer satisfaction through an individual approach to every patient.

You’ll be joining a company that invests in your growth, encourages development, and promotes a friendly, inclusive workplace culture.

What We're Looking For

• Strong verbal and written communication skills

• Ability to build effective relationships with patients and key stakeholders

• Excellent organisational skills

• High level of accuracy and attention to detail

• Ability to multitask

• Ability to provide an unrivalled customer experience

• Ability to learn quickly in a fast-paced environment

• Honesty & Integrity

• Experience in a customer facing environment

• Commercial aptitude

• Experience dealing with complex sales processes within a B2B or B2C setting

• GCSE A-C (4 and above) in Maths & English

Equality & Inclusion

Leightons Opticians & Hearing Care is committed to promoting equal opportunities and fostering a workplace where diversity and inclusion are valued. We provide a working environment free from discrimination and ensure all employees and applicants are treated with dignity and respect, regardless of age, disability, gender, race, religion, sexual orientation, or any other protected characteristic.

Note: Applicants who have been unsuccessful in the past 12 months should not reapply for the same role.