Customer Success Manager (Onsite) (6-month contract to go perm)

ENVIRONMENT:

A well-established digital hub in Cape Town is seeking an onsite Customer Success Manager to join their dynamic team on a six-month contract to go perm.  In this role, you will act as the primary liaison between clients and internal teams, ensuring seamless collaboration. Your responsibilities will include understanding client objectives, crafting and executing effective digital strategies, and utilizing Marketing Technology to drive impactful campaigns. A key focus will be on enhancing clients’ Return on Ad Spend (ROAS) and Return on Investment (ROI).  Must have retail experience, non-negotiable.

DUTIES:

• 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.
• Synthesize information to guide campaign development and execution.
• Conduct audience research, analyse data, and utilize 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:

• 3+ years of experience in client relationship management, digital marketing, or a similar role.
• Must have retail experience, non-negotiable.
• 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 optimizing paid media campaigns and managing budgets to maximize Return On Ad Spend (ROAS).
• Skilled in data visualization, statistical analysis, and developing integrated marketing strategies.
• Experience in conducting competitive analysis and staying up-to-date with industry trends.

Preferred Skills

• Experience or knowledge in digital/performance marketing.
• 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.

ATTRIBUTES:

• Ability to apply an omnichannel mindset and integrate with client processes.
• Strong problem-solving skills and a proactive approach to client management.
• Exceptional written and verbal communication skills in English.
• Analytical mindset, attention to detail, and understanding of business processes and client needs.
• Strong relationship-building abilities with internal and external stakeholders
• Ability to manage multiple campaigns simultaneously in a fast-paced environment.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

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