What are the responsibilities and job description for the Regional Client Success Manager position at Primark?
Regional Client Success Manager – USA
Location: Boston, MA - Hybrid, 3 days per week
Duration: 6 Months
Contract Type: Day Rate Contract
Primark is growing fast, expanding into new markets, elevating in‑store experiences, advancing our sustainability agenda, and driving operational excellence across our retail estate. Technology is at the heart of this transformation, and we’re looking for a Regional Client Success Manager to ensure our stores and corporate teams receive stable, reliable, high‑performing technology services.
This is a pivotal role for a service‑driven leader who thrives in fast‑paced retail environments and knows how to deliver exceptional customer experience through operational excellence.
What You’ll Do
- Own end‑to‑end service delivery across Retail and Corporate environments
- Ensure a stable, secure, fully functional ICT environment across your region
- Lead day‑to‑day operations: incident management, major incidents, service requests, availability
- Act as the primary escalation point for high‑impact issues
- Run service governance, performance reviews, and SLA/KPI management
- Build trusted relationships with Regional Leadership, Store Operations, and Corporate teams
- Act as the voice of the customer within Technology
- Lead major incident communication, coordination, and business impact assessment
- Drive Problem Management to eliminate root causes and improve stability
- Deliver a Continuous Service Improvement (CSI) programme focused on reducing incidents and improving performance
- Manage third‑party vendors in a multi‑supplier (SIAM) environment
- Support service transition, operational readiness, and change control
- Provide clear reporting on service health, trends, and improvement initiatives
What You’ll Bring
- Proven experience in IT Operations, ideally within Retail
- Strong understanding of Incident, Problem, Change, and Service Level Management
- Experience managing third‑party vendors in a multi‑supplier ecosystem
- Excellent stakeholder management across business and technology teams
- Track record of driving continuous improvement and operational efficiency
- ITIL Foundation preferred
Who You Are
- Customer‑focused and results‑driven
- Confident leading change and challenging the status quo
- Strong problem solver with sound judgement
- Highly organised with excellent planning skills
- Innovative, proactive, and a natural collaborator
- A self‑starter who thrives in fast‑moving environments