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

The ideal candidate will bring:

• Deep experience in enterprise account leadership within SaaS, MarTech, data, CRM or adjacent technology sectors.

• A proven track record of materially growing existing enterprise customers and closing multi-million-pound expansions.

• Ownership of a significant enterprise customer portfolio with accountability for revenue, pipeline and forecasting.

• Experience in roles such as Strategic Account Director, Global Account Director, Client Partner, Impact Partner or VP Customer Growth.

• Strong ability to build and execute multi-year account strategies.

• Demonstrated success in complex, long-cycle enterprise deal orchestration (12–24+ months).

• Strong executive presence with credibility at C-suite and Board level.

• Ability to translate technology capability into clear business value and investment cases.

• Strong commercial ownership across pipeline creation, qualification, negotiation and deal execution.

• Experience navigating complex matrix