Group Vice President, UK Customer Growth - CRM

The Group Vice President, UK Customer Growth will lead Zeta’s strategy to protect, grow and materially expand its existing UK enterprise customer base.

This is a senior, hands-on player-coach role combining strategic account leadership, executive customer engagement, commercial growth, forecasting and a strong understanding of customer delivery.

The successful candidate will personally own a significant portfolio of enterprise customers and lead the growth agenda across Zeta’s highest-value UK relationships, while also developing the wider UK customer account organisation.

The role is focused exclusively on existing customer growth rather than new-logo acquisition.

The GVP will establish an integrated Protect & Grow model across priority customers, aligning Account Management, Customer Success, Sales, Strategy, Solution Consulting, Product, Marketing, Activation and Delivery around shared customer outcomes.

The ambition is to drive multi-year, multi-million-pound expansion across Zeta’s largest customer relationships, not incremental upsell.

 

Key Responsibilities

Protect and Grow the UK Customer Base

• Own retention, Net Revenue Retention (NRR) and existing-customer revenue growth across priority UK enterprise accounts.
• Lead the strategic growth agenda for Zeta’s highest-value customers.
• Build multi-year account growth strategies aligned to customer business, marketing, data and technology priorities.
• Identify and develop significant cross-sell and expansion opportunities across the Zeta portfolio.
• Translate renewal cycles, transformation milestones and buying signals into structured expansion pathways.
• Establish a scalable Protect & Grow model for future EMEA expansion.

 

Lead Strategic Customer Growth

• Act as senior strategic account lead for Zeta’s most important UK customers.
• Develop account-specific growth hypotheses based on customer strategy, priorities and technology landscape.
• Personally originate, progress and close complex, multi-million-pound expansion opportunities.
• Orchestrate long-cycle enterprise deals across multiple stakeholders, products and internal teams.
• Own commercial strategy, deal progression and executive alignment on major expansion opportunities.
• Identify whitespace to increase Zeta’s share of customer marketing and technology investment.
• Build and maintain a qualified strategic expansion pipeline focused on material growth.

 

Executive Customer Leadership

• Build trusted relationships with CMOs, CIOs, CDOs, CEOs and other senior executives.
• Operate credibly with Executive Committee and Board-level stakeholders.
• Elevate relationships from operational to economic buyer and executive sponsor level.
• Lead strategic conversations on transformation, investment, growth and long-term partnership.
• Ensure executive coverage, stakeholder mapping and sponsorship across all priority accounts.
• Run executive business reviews, workshops and transformation sessions.
• Act as escalation point for Zeta’s most strategic UK customers.
• Mobilise Zeta executive sponsors where they can add maximum value.

 

Drive Strategic Expansion

• Translate customer priorities into compelling Zeta value propositions.
• Coordinate expansion across Zeta capabilities including data, identity, AI, lifecycle marketing, loyalty, personalisation, activation, media and services.
• Introduce additional Zeta capabilities in a value-led, non-disruptive way.
• Ensure expansion is driven by measurable customer outcomes, not product push.
• Partner with enterprise sellers and specialists on complex opportunities.
• Mobilise cross-functional resources around key deals.

 

Own Expansion Pipeline and Forecasting

• Own existing-customer growth forecasting and strategic expansion pipeline across the UK portfolio.
• Maintain visibility of renewal timing, customer health, risk and expansion potential.
• Ensure all material opportunities have clear value hypotheses, ownership and timelines.
• Build sufficient qualified pipeline to support UK growth targets.
• Partner with Sales Operations and Finance on forecasting and performance reporting.
• Hold teams accountable for both retention and growth outcomes.

 

Create One Strategic Account Model

• Establish unified account plans for all priority customers.
• Ensure clear ownership, roles and decision rights across account teams.
• Eliminate fragmented motions across Sales, Customer Success and Account Management.
• Align all functions (Sales, CS, Strategy, Product, Marketing, Delivery) around shared outcomes.
• Ensure delivery and customer success are tightly linked to long-term growth.
• Maintain accurate customer intelligence, stakeholder mapping and activity tracking in Salesforce and Gong.

 

Customer Value and Delivery Alignment

• Maintain strong understanding of Zeta’s products, delivery and implementation model.
• Partner with Delivery and Solution Consulting to align ambition with feasibility and value.
• Identify delivery, adoption and product risks early and coordinate resolution.
• Ensure commitments are grounded in product readiness and delivery capability.
• Maintain feedback loops between customers and Product leadership.
• Stay close enough to delivery to ensure commercial strategy reflects customer reality.

 

Strategic Account Discipline

• Establish consistent account planning, QBRs, health checks and pipeline reviews.
• Ensure account strategies are grounded in customer business outcomes.
• Introduce research-led account planning using market, financial and customer intelligence.
• Equip teams to lead discovery with informed hypotheses, not open-ended questioning.
• Build repeatable playbooks for growth, retention and expansion motions.
• Establish clear operating rhythms across the Protect & Grow organisation.

 

Leadership and Culture

• Build a high-performance, collaborative and customer-first culture.
• Develop a unified “One Zeta” approach to strategic customers.
• Coach teams in commercial thinking, executive engagement and strategic planning.
• Ensure Account Management, Customer Success, Sales and specialists operate as one team.
• Share accountability and recognition across account teams.
• Develop future customer leaders and create clear progression paths.
• Role-model low-ego, high-accountability leadership.

 

Success Measures

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Existing-customer revenue growth
• Expansion ARR / ACV
• Qualified strategic expansion pipeline
• Forecast accuracy
• Product and solution footprint expansion
• Customer health and risk reduction
• Executive and Board-level relationship coverage
• Quality of strategic account plans
• Multi-million-pound opportunity creation and progression
• Value-led ZMP and expansion adoption
• Customer advocacy and references
• Team performance and engagement
• Strategic account capability maturity

 

Candidate Profile

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