Customer Success (Marketing)Team Manager

This is a fabulous opportunity to combine your previous digital marketing experience & team management background into a largely client retention role

The role is HYBRID but the amount of time spent in the office will depend largely on your management style and what makes you feel most productive (and happy) . You will have overall control of running a team of 5 Customer Success Managers who are there to delivery best-in-class customer care. Additional languages would be a great asset. This is a very nurturing work environment and a delightful company that cares about clients and staff: Apply here Customer Success (Marketing) Team Manager

Title: Customer Success (Marketing) Team Manager

Salary : to c £60,000-£65,000 + 10% bonus( total comp is circa £70,000)

Languages: English plus any additional language (German, or French or Spanish or Italian)

Team : Digital Marketing team

Contract : permanent

Location: Flexible Hybrid ( 1-2 day a week in the office in London. 3-4days can be wfh. The work style will accommodate how you feel most productive & happy )

SECTOR : You will be joining this specialist digital marketing agency with a growing global client base. They are now looking for a dynamic senior Customer Success Team Lead with previous experience in managing teams and in delivering marketing campaigns. You will manage a team of 5 Customer Success Managers who support B2B clients. This is a wonderful opportunity and the role is very much a client-nurturing and team-mentoring position in which you will ensure that everyone ( clients and your team) are well looked after and therefore performing optimally and getting the results that they need .

The role in a nutshell: Reporting to the MD directly You will be supporting clients and coaching and mentoring a highly effective

DUTIES

Oversee Digital Marketing initiatives

• Liaise with a portfolio of existing clients to ensure they are happy with the marketing services provided
• Discuss fresh client focused marketing initiatives with the clients
• Oversee the on-time delivery of your teams email marketing, display ads campaigns, data driven initiatives, live webinars and digital events
• Make sure that agreed marketing campaigns are created, implemented, and optimised
• Project manage the delivery of newsletters, portals, regional social media accounts and other growth-related initiatives
• You will work closely with international marketing teams across Europe

Team management

• Manage 5 Customer Success Managers and ensure that everyone is working together to deliver best-in-class customer care to B2B clients
• Help to maximise repeat business through one-to-one customer support improving customer loyalty and minimising customer churn
• Fully responsible for the daily activities of customer service operations.
• Provide ongoing training and first line of support for the local customer success managers
• Undertake the onboarding new team members
• Together with the team of customer success managers help to identify cross sell and upsell opportunities within the client base
• Measure team results related to the delivery and satisfaction of email marketing, display ads campaigns, webinars and other digital events
• Be the point of escalations and investigate any customer incidents and complaints.

REQUIREMENTS

• A solid background in delivering digital marketing campaigns (ideally agency experience )
• Team management experience
• B2B portfolio experience
• Fluent English ( any other language is an asset )