The Challenge:
During a wider hiring drive, the business found that fragmented churn and customer health reporting made it hard to spot at-risk accounts before they were lost. The newly created role needed someone who could turn Power BI and Salesforce data into commercial insights, build KPI and governance frameworks from scratch, and lead cross-functional change through influence alone. Because the hire underpinned a new retention strategy, the client wanted someone in place within around six weeks, while the role’s unusual title made relevant talent hard to find through conventional searches.
Our Solution:
With no similar assignment to draw on, the recruitment team ran a fresh search, working with the client to define the range of backgrounds that could succeed. A preference for industry experience was weighed against how well commercial insight skills transfer between sectors.
- Research targeted sales operations, revenue operations, senior analyst and data-literate marketing professionals rather than matching the niche job title.
- A detailed hiring memo from the client, covering the role’s purpose and interview process, supported a close partnership and fast decisions.
- UK candidates were considered, but the search prioritised the US, where shorter notice periods suited the client’s timeline.
The Outcome:
The successful candidate brought a background in sales operations and senior analyst roles, backed by eight years at their previous company. As one of that organisation’s earlier hires, they had helped build processes, documentation and playbooks from scratch, which are exactly the foundations this role requires.
Their experience in a more software-driven part of the same industry gave them relevant context and a strong wish to stay in the sector. Their long tenure also reassured the client, who is building a strategy for the years ahead. With a 30-60-90 day plan already agreed and early visits to meet the team, they are expected to hit the ground running and strengthen customer retention.
