We helped a global retail technology business identify senior customer success and implementation talent capable of supporting complex retailer-facing technology deployments.

Overview

We supported a global retail technology business in identifying specialist talent to strengthen delivery across customer success, implementation and retailer-facing technology operations.

The client was scaling a complex product environment, working with major retailers and deploying technology across physical store settings.

They needed people who could combine strong stakeholder management with hands-on delivery experience, technical understanding and the ability to operate in fast-moving, commercially sensitive environments.

James Chase was engaged to support the search for candidates who could work confidently across product, implementation, operations and client-facing teams.

The goal was to help the client identify credible, senior-level talent who could support complex retailer deployments, improve customer outcomes and bring structure to a challenging hiring brief.

The Challenge

The role required an unusual blend of skills. Candidates needed to understand customer success and implementation, but also be comfortable with technology deployment, retailer environments, operational change and senior stakeholder management.

This made the search more complex than a standard recruitment process. Strong project managers often lacked the retailer or technology exposure required, while candidates with relevant technical backgrounds did not always have the commercial or client-facing experience needed for the role.

The brief also continued to evolve as the search progressed, requiring close communication with the client to clarify priorities, test the market and understand where compromise may or may not be possible.

The Solution

James Chase developed a targeted search strategy focused on candidates with experience across retail technology, implementation, customer success and operational delivery.

Rather than treating the role as a straightforward project management or customer success hire, we looked closely at the environments candidates had operated in, the types of stakeholders they had managed, and their ability to support complex technology rollouts where product, operations and customer experience all overlap.

We provided regular market feedback throughout the process, highlighting where the brief was achievable, where the candidate pool was limited, and which profiles were strongest against the client’s priorities.

This helped the client understand the trade-offs between technical depth, retail experience, delivery leadership and stakeholder capability.

The approach allowed the search to remain focused, honest and responsive as the role requirements became clearer.

The Impact

The engagement gave the client a clearer view of a difficult and highly specialised talent market.

By mapping the market and assessing candidates against both technical and commercial requirements, James Chase helped the client understand where the strongest options sat and how the brief may need to flex in order to secure the right person.

The process also gave the client a more informed shortlist, with clear commentary on each candidate’s strengths, risks and suitability for a complex retailer-facing technology environment.

Most importantly, the search helped move the client from a broad and evolving requirement towards a more focused understanding of the capability needed to support successful delivery, customer confidence and future growth.

Interested in similar results?

Email or call at:

steve.rackley@james-chase.com
+44 7793 060704