Customer Success Manager

As a customer success manager, you will be the key link between clients and our internal team. This role involves understanding client needs, developing and facilitating the effective implementation of digital strategies, and leveraging our marketing technology to drive successful campaigns. You will be responsible for improving clients' return on ad spend and return on investment.

Key responsibilities

• Build and maintain client relationships, fostering collaboration for flawless execution of plans.
• Understand client needs, objectives, and challenges, tailoring solutions to meet their specific requirements.
• Develop and implement strategic media plans based on client direction and media research.
• Synthesise information to guide campaign development and execution.
• Conduct audience research, analyse data, and utilise various technologies for optimal communication and campaign performance.
• Manage smooth onboarding of new clients, ensuring understanding of products and services.
• Oversee a portfolio of clients, ensuring their satisfaction and retention.
• Innovate and recommend media solutions to ensure client satisfaction and results.
• Analyse, understand, and interpret data to inform campaigns and draw decisive action points.
• Collaborate cross-functionally within the company for seamless support.
• Demonstrate expertise in the media landscape, producing sound strategies and proactive proposals.
• Resolve client issues swiftly and maintain rapport with internal and external teams.

Requirements

• Three or more years of experience in client relationship management, digital marketing, or a similar role.
• Retail experience (non-negotiable).
• Exceptional written and verbal communication skills in English.
• Strong relationship-building abilities with internal and external stakeholders.
• Analytical mindset, attention to detail, and understanding of business processes and client needs.
• Comprehensive understanding of the customer journey, CRM systems, Google Analytics, Tag Manager, and Meta Business Suite.
• Proficient in leveraging analytics tools for audience segmentation, targeting, and A/B testing methodologies.
• Demonstrated expertise in optimising paid media campaigns and managing budgets to maximise return on ad spend (ROAS).
• Skilled in data visualisation, statistical analysis, and developing integrated marketing strategies.
• Experience in conducting competitive analysis and staying up to date with industry trends.
• Ability to manage multiple campaigns simultaneously in a fast-paced environment.

Preferred skills

• Experience or knowledge in digital or performance marketing.
• Ability to apply an omnichannel mindset and integrate with client processes.
• Proficiency in creating and interpreting dashboards and reports.
• Knowledge of marketing automation platforms and integration within broader marketing campaigns.
• Proven ability to develop post-campaign analysis reports and monitor ROAS.
• Strong problem-solving skills and a proactive approach to client management.

Work environment and conditions

• Office-based role.
• Fast-paced environment requiring the ability to manage multiple campaigns and meet deadlines.

Company Description

We are a data intelligence and technology company focused on driving revenue growth and profitability for our clients. Our Touchpoint® technology optimises every step in the business conversion funnel, and our integrated approach enables us to develop highly effective marketing campaigns that deliver exceptional results.

Posted on 05 Mar 13:27, Closing date 4 May