Customer Success Manager
On-siteCape Town, Western Cape, South Africa
Job Summary
Build and maintain client relationships by understanding their needs, objectives, and challenges to tailor solutions and foster collaboration. Develop strategic media plans based on client direction, synthesize information to guide campaign execution, and conduct audience research using analytics tools. Manage onboarding for new clients while overseeing a portfolio to ensure satisfaction, retention, and swift resolution of issues. Innovate media solutions and analyze data to draw decisive action points, optimizing paid campaigns and managing budgets to maximize ROAS. Collaborate cross-functionally within the company to support seamless operations.
Required Qualifications
- 3+ years of experience in client relationship management, digital marketing, or a similar role
- retail experience
- 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 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
- Ability to manage multiple campaigns simultaneously in a fast-paced environment
Desired Qualifications
- Experience or knowledge in digital/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
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