Sustainability Client Success Manager

Job Title: Sustainability Client Success Manager

Role: 12-month contract with potential for permanent

Location: Hybrid working with office located in Shoreditch, London

Reports To: Associate Director - Client Success

Please apply in writing by sending your CV and a covering letter outlining your qualifications for the role and salary expectations to by Friday 25 th July 2025.

ROLE SUMMARY

Positive Luxury is seeking an experienced Client Success Manager with demonstrable technical knowledge and advisory skills, professional maturity, a commercial mindset, and positive energy that engages clients and colleagues. Your main goals will be to effectively manage and advise a client base of luxury brands, retailers and suppliers to leverage sustainability as a driver of business and brand value, develop more junior members of the team, and facilitate effective collaboration across the Positive Luxury community and broader luxury ecosystem. The ideal candidate will have 3 - 5 years full-time experience working in a dedicated sustainability role - within a professional services company or consumer brand - as well as experience working with or in luxury brands.

KEY RESPONSIBILITIES

• Guide clients through the ESG+ assessment process, establishing a measure of baseline performance, identifying risk, prioritising necessary changes, and equipping clients with targeted tools and coaching enabling each to meet our standards and continuously improve performance
• Help clients develop ambitious but practical sustainability/ESG strategies that are financially material, support business growth, reduce waste and wasteful costs, help mitigate against the impact of climate change and carve out competitive advantage with key stakeholder groups
• Maximise the lifetime value of clients through excellent customer service and relationship management, cross-community collaboration and upsells including consultancy services and ancillary solutions provided by tech-led partners
• Partner with the Marketing team to effectively champion our clients' sustainability achievements and equip and motivate clients to optimise communication of their Butterfly Mark certification (where applicable) and ESG+ performance to grow brand awareness of the trust mark and enable clients to build trust with key stakeholders
• Identify client needs that can be met through PL product development or technology partnerships, and support the growth arm of the Client Success team in the acquisition of new clients through development of effective case studies and business proposals
• Manage and coach junior team members to deliver unrivalled sustainability coaching and customer service
• Manage the contractual and commercial arrangements, as well as client records, with all clients for whom you and your team are responsible

KEY ATTRIBUTES

• Education to a University degree level. A master's degree specialising in an area of sustainability desirable but not required
• A minimum of 3 - 5 years' full-time experience in sustainability and/or ESG practice (e.g., materiality assessments, carbon accounting, ESG reporting, etc.) within a brand, consultancy or other professional services company
• Strong analytical skills with experience managing and interpreting ESG/sustainability data (e.g., GHG Protocol, Scope 1/2/3 emissions, lifecycle analysis, SBTi, etc.)
• Proficient in sustainability frameworks and reporting standards such as GRI, SASB, TCFD, CDP, CSRD, and the EU Taxonomy
• Experience supporting or conducting supply chain mapping and supplier engagement for ESG data collection and risk assessment
• Working knowledge of Digital Product Passport (DPP) concepts, chain of custody, or traceability solutions in the context of circular economy or luxury supply chains
• Excellent written and spoken English essential, with additional French, Italian or Spanish language skills an advantage
• Comfort working with Excel/Google Sheets at an advanced level (e.g., pivot tables, lookups, data cleaning) would be advantageous
• A clear track record of success, exceeding stated responsibilities, delivering KPIs and proactively and tangibly contributing to business growth and/or client success
• Sharp, intellectually curious, and proactive - with a bias toward action, a collaborative spirit, and a "can-do" attitude that energises the team
• High accountability, trusted to take personal responsibility, deliver with excellence and go above and beyond for collective success
• Solutions-oriented, optimistic individual with strong self-management skills - highly organised, productive and deadline-oriented
• Agility and resilience critical in a client-facing business constantly responding and adapting to shifts in client needs, stakeholder sentiment and sustainability best practice and legislation
• Strong interpersonal and influencing skills, able to communicate and negotiate effectively with individuals across levels and cultures
• Clear passion for the luxury industry and ideally practical experience in one of the verticals we support: fashion & accessories, jewellery & watches, beauty & fragrance, premium drinks, interiors & living, or travel & leisure.
• Must have a UK passport or be entitled to work and remain in the UK indefinitely

ABOUT US

Positive Luxury are the leading sustainability experts in the global luxury industry. Our mission is to shape a sustainable future for luxury by redefining the business model and rebuilding consumer trust. By helping businesses meet higher and higher standards for people and nature, we are transforming luxury - for the good of all. We know each luxury company's ecosystem is unique, and as a result created the Butterfly Methodology: our world-leading sustainability tools and services that are configured dependent on each company's sector, size, location and needs. And our team of experts allows us to provide unrivalled support and collaboration. Today Positive Luxury powers a collective of nearly 200 luxury businesses across the globe we call the Real Changemakers, continually raising the bar for people, for nature and for business.

OUR FUTURE

We see 'positive luxury' as a new kind of luxury. A luxury that respects and upholds the traditional values of luxury - such as craftsmanship, design and creativity, quality, beautiful materials, and unrivalled service. And then couples this with a deep, authentic care for people and nature.

It is these combined positive values of luxury that make the industry perfectly placed to accelerate towards a better future for people and nature. This is why positive luxury is the ultimate luxury, and why we are positive by name, and positive by nature, And why when you join Positive Luxury, you join a growing team of luxury and sustainability experts working together to create a culture that values purpose, collaboration, excellence, and optimism above all else. Positive Luxury is the ideal environment for those who want to work at the forefront of cultural and economic change to drive real change.

EVERYONE IS WELCOME

Positive Luxury is an equal opportunity employer, diverse and inclusive. With ESG at the heart of our business proposition, we are committed to recruiting, employing, training, compensating, and promoting regardless of race, gender, ethnicity, sexuality, national origin, disability, age, and other protected status. We aim to be the place where a diverse mix of talented people work together to make the greatest possible positive impact on people and nature.

To be considered for this role at Positive Luxury you must have a UK passport or be entitled to work and remain in the UK indefinitely. If you require additional equipment or support to participate in the job application or interview process, please let us know by contacting .