Customer Success Specialist engaging with customers to help maximize their revenue and product adoption. Working with hotel clients on their business growth while providing superior customer care.
About the role
- Customer Success Manager managing post-sale execution of campaign offerings for EMEA brand partners. Coordinating workflows and insights with a focus on operational excellence in hybrid London office.
Responsibilities
- Manage post-sale execution of SoPost campaign offerings through various media channels
- Lead multiple brand partner project timelines/deadlines, creative asset management, campaign onboarding, technology setup and troubleshooting
- Liaise with brand partners and media teams to consult on digital sampling and creative best practices
- Report and monitor live campaign activity, problem solving any challenges that may arise, and collaborating with the consumer journeys and Data team
- Support the Brand Partnership team in the delivery of post campaign analytics and relationship development
- Communicate brand partner needs with internal senior team members to ensure product development and overall execution aligns with brand partner goals and objectives
- Support in the development of internal and external documentation
- Coordinate and manage sample stock deliveries with the warehouse operations team
- Work closely with the product team to provide feedback and communicate brand needs, helping to shape a customer-first product
- Mentor and support junior team members
- Support the Customer Success Team Lead by proactively identifying opportunities to improve our project management services for brand partners
- Identify key findings and trends from EMEA campaign data that can be shared with the wider team to expand expertise.
Requirements
- Native proficiency in German and English languages is a must
- Digital campaign activation experience is strongly preferred
- Organised and process orientated, with excellent time management capabilities
- Methodical in approach and process driven, with superb attention to detail
- Beauty or FMCG category experience would be advantageous
- Experience of improving internal operational efficiencies
- Strong critical and analytical thinking skills
- Excellent written and verbal communication skills
- Strong relationship and interpersonal skills
- High level of efficiency and accuracy
- 2-4 years of related work experience required
Benefits
- Competitive salary
- 25 days of annual leave, plus bank holidays and three additional days over Christmas and New Year when all SoPost offices are closed
- One 'Life Moment' per year of additional leave, which you can define, it could be your child's first day at school, a house move, or your birthday
- Quarterly wellness allowance
- After 5 and 10 years (in your 6th and 11th years), the opportunity to take a four-week sabbatical with a generous contribution from SoPost towards whatever inspires you
- Commitment to growing your professional development, with a training budget to support that commitment, including study support
- Participation in our annual bonus plan and pension scheme
- SoPost Me Anywhere — work anywhere in the world for two weeks per year
- Enhanced maternity leave pay
- Social events (monthly team lunches, quarterly drinks, and team-building activities)
- Medical cash plan — a health benefit that helps cover the cost of routine healthcare by reimbursing you for everyday essentials like dental care, optical appointments, and physiotherapy
- Employee Assistance Programme — 24/7 access to confidential support, counselling services, and expert guidance on wellbeing, finances, and mental health
Job title
Job type
Experience level
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Degree requirement
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