Customer Delivery Lead

This position is in-person in our London office.About FluentAt Fluent, we're building the future of automated reporting.Our product helps marketing agencies automate the creation of written client reports - turning structured data into slide decks, one-pagers, and narrative summaries that explain what changed, why it happened, and what to do next. Instead of spending hours pulling data and writing commentary, account teams get beautifully written reports that follow each agency’s format, tone, and logic - instantly.And this is just the beginning.We’re starting with marketing agencies - but our longer-term vision is to become the default reporting engine across verticals. Whether it’s a sales team, finance function, or product org, every team deserves to understand their data without digging through dashboards or spreadsheets.We’re backed by $10M and trusted by brands like Journey Further, Connective3, and Charlie Oscar. We’re growing fast and are aiming to support 100 marketing agencies by the end of this year.Check out a walkthrough of our product:https://www.loom.com/share/52229c01a8a34df19481940bc75fee1d'sid=1775c0c2-0c39-40e8-ab89-ddd953102c44 How we workWe’re a small team of high-ownership builders, focused on redefining how businesses leverage data.Here’s what makes our team a unique and rewarding place to work:Collaborative and cross-functional: Delivery at Fluent sits at the heart of our company - working closely with Product, Engineering, Commercial, and Data teams.High ownership: We don’t have layers of sign-off. If something needs doing, you take it on and make it better. Everyone is responsible for making their work - and Fluent - better each week.Startup speed, real impact: We move fast and learn even faster. Everyone’s ideas count, and small experiments can lead to big changes.Client-first mindset: We care deeply about the experience our clients have with our product - and how well we translate their needs into solutions that scale. What will you be doing?You’ll report directly to our CEO and play a central role in shaping what great customer delivery looks like at Fluent. With our customer base growing rapidly, this role will have a big impact on the success of the company.You’ll work hands-on across the full customer lifecycle - from onboarding to rollout, adoption, and expansion – configuring reports, supporting data logic, and keeping dozens of client workflows organised and on track.You will:Own onboarding and pilots: Lead new client implementations end-to-end - from first setup through to scaling across hundreds of reports.Configure reports: Tailor report structures, language, and logic to match each client’s needs and goals.Understand client workflows deeply: Dive into each agency’s reporting cadence and processes, adapting Fluent accordingly.Project manage delivery: Keep multiple onboarding timelines on track, managing stakeholders, blockers, and communication.Create self-serve materials: Build documentation and tooling that empowers clients to take ownership.Drive long-term success: Partner with clients post-onboarding to ensure ongoing value, uncover new use cases, and lay the groundwork for expansion.Spot opportunities to expand value: Collaborate with our commercial team to surface upsell opportunities and drive deeper client adoption.Improve internal processes: Help scale what great delivery looks like - suggesting new workflows, tools, and standards.Bring insights back to the product: Share client feedback and real-world use cases with our Product and Data teams to shape roadmap priorities. Your first monthWeek 1: Get stuck into Fluent – play with the product, learn our workflows, and begin shadowing live client onboardings.Weeks 2–3: Own your first setup - running onboarding calls, configuring reports, and collaborating with our data team.Week 4: Start contributing to broader delivery improvements – whether that’s documentation, tooling, or process upgrades. You’d be a great fit if youHave client-facing experience: You’ve worked in onboarding, implementation, or delivery - and enjoyed the hands-on problem solving that comes with it.Are data-literate: You’re comfortable working with structured data and thinking through logic, metrics, and transformations.Are highly organised: You can juggle multiple clients, projects, and stakeholders without dropping the ball.Communicate clearly: You build great relationships with clients and collaborate well across teams.Have strong product sense: You enjoy digging into how things work and shaping better solutions through feedback.Think commercially: You understand what drives client value and how to unlock it.Are proactive and detail-oriented: You take initiative, love making things better, and sweat the details that matter.➕ Bonus experienceExperience working with marketing agency reporting workflows.Familiarity with BI tools or semantic layers (e.g. Looker, AgencyAnalytics, dbt, etc).Experience in a startup or fast-paced delivery environment. What we’re offeringCompetitive salary and pensionGenerous stock option packageA fast-moving, high-impact role at the heart of Fluent’s growthA great team, working from a fun central London officeWeekly team lunch, and meals covered after 19:30High-quality hardware⚙️ Interview ProcessApplication: Send your CV and a short note on why you’re interested in this role to [email protected]. We’ll review it promptly and let you know next steps.Intro Call (30 mins): A friendly video chat with our CEO to learn more about your background, answer any questions you have, and align on what you’re looking for.Take-Home Task (2 hours max): A practical, structured task focused on onboarding planning and rollout strategy. It’s designed to reflect the kind of thinking and ownership you'd bring to the role - no need for polish, just clear thinking.Case Study Review (30 mins): Walk us through your task in a short session with two team members. We’ll dig into your thinking, ask clarifying questions, and give you a feel for how we work.(Paid) Trial Day - In-Person: Join us in our London office for a day. You’ll meet more of the team, work on a small real-world task, and get a feel for what life at Fluent is like. We’ll cover your time, of course.Offer: If it’s a strong match on both sides, we’ll move quickly and make you an offer.Originally posted on Himalayas

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