Senior On-site Customer Success Executive

At Matrix, our mission is to “Connect people to work.” As a Client Success \& Account Executive, you will be at the heart of this mission—delivering exceptional service to our clients, ensuring fulfilment of their staffing needs, and driving commercial success through proactive engagement, strong on‑site presence (where required), and operational excellence.

The Senior On\-Site Customer Success Executive plays an instrumental part in service delivery in a fast paced environment with the need to be proactive and responsive to all operational demand. This is a customer facing position therefore the necessity to develop relationships is key whilst maintaining a professional approach.

Acting as a trusted advisor to ASDA stakeholders, this role requires impeccable management of internal systems, data integrity and customer processes.

As a Senior On\-site Customer Success Executive, you will act as the initial triage for new roles, and ensure these roles follow the correct fulfilment route. This role requires you to support the On\-Site Client Delivery Manager in their absence, which will encompass weekly reporting, coordinating and leading customer and supplier meetings and engaging with senior stakeholders, depots and training team.

On\-site attendance requirements: 5 days a week.

Duties and responsbilities

Customer Engagement \& Service Delivery

• Deliver world‑class service to clients, ensuring high satisfaction, retention, and trust.


• Act as the primary point of contact for client queries via phone, email, live chat, and in‑person (where on‑site).


• Maintain a strong on‑site presence when required, working closely with client sponsors and the hiring community.


• Attend regular client meetings to provide performance updates, insights, and recommendations.


• Build strong relationships with key suppliers and understand the client’s supply chain.


• Ensure completion of KPIs and SLAs, responding to all queries within agreed timeframes.


• Senior stakeholder engagement.

• Ensure accurate, detailed vacancy postings to attract suitable candidates.


• Monitor and manage timesheet submissions and approvals to avoid discrepancies and ensure timely invoicing.

• Deliver training to clients on Matrix technology to ensure confident and effective usage.


• Support clients in navigating the recruitment process and understanding system workflows.

• Identify and escalate commercial anomalies promptly.


• Collaborate with Client Relationship Managers to meet commercial targets.


• Work closely with clients to ensure timesheets are approved within weekly cut‑off periods.


• Understand the client’s strategic goals and align service delivery accordingly.


• Guarantee 100% legal and contractual compliance for all candidates submitted for roles.


• Provide end‑to‑end support throughout the recruitment process, ensuring seamless service delivery.


• Facilitate supplier forums in collaboration with the supplier engagement team.


• Handling and maintaining accurate data to ensure records and real time information is accurate and up to date.


• Supporting the wider on\-site team

• Proven ability to build rapport and maintain strong client relationships.


• Excellent verbal and written communication skills.


• Strong listening and information‑gathering abilities.


• Ability to manage fluctuating workloads and multitask effectively.


• Proficiency in MS Office/Excel and other business systems.


• Analytical mindset with strong numerical understanding.


• Senior Level agency recruitment market awareness.

• Experience in customer success, recruitment, or account management.


• Familiarity with CRM or ATS platforms.


• Knowledge of compliance and regulatory requirements in staffing.


• Previous experience in Logistic Account Management.

Benefits:

• Casual dress


• Company events


• Company pension


• Cycle to work scheme


• Employee discount


• Free parking


• Health \& wellbeing programme


• Life insurance


• Sick pay


• Work from home

• Do you have demonstrable knowledge of the senior agency recruitment market and experience recruiting senior\-level agency talent?

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