Customer Success Manager - Umhlanga at Hollywoodbets

You Bring:

• Valid Driver’s License.
• Valid Degree/ Diploma.
• Minimum of 5 Years’ experience in Performance Marketing, Brand Management, Communication. and Advertising Administrative Management experience.
• Minimum of 5 Years Management experience.
• Minimum of 3 Years CRM, Customer Experience

A Bonus To Have:

• Matric.

What You’ll Do for The Brand:

Strategic Planning & Implementation:

• Understand and document our customer centric process and journey and create and implement strategies that drive customer acquisition, retention and reactivation.
• Be the expert on our customers, who are they, how, when and why they make the decisions they do, any barriers to buying and build strong relationships with them by gathering customer feedback in real time and use this to improve overall customer experience.
• Identify key triggers that will improve acquisition, retention and communication strategies.
• Champion opportunities to consistently improve the Hollywoodbets customer experience and be the voice of the customer.
• Drive customer retention, reduce churn, and increase customer satisfaction, loyalty and advocacy.
• Guide Team in effective client issues resolution and handle any escalations.
• Develop listening points in the customer journey,
• Work with marketing managers and marketing analysts to clearly define segmentation of customer base and varying targeted strategies and identify opportunities for continuous improvement.
• Test new strategies for driving customer value and continuously optimise these.

People:

• Ability to project manage a broad variety of projects with a diverse Team of people.
• Responsible for setting direction, conducting performance reviews and conducting the day to day people management functions of project Teams.
• Excellent people and management skills to interact with Team, colleagues, cross-functional teams and third parties. Team player!
• Build long term relationships with Team Members, customers, regulatory bodies and other stakeholders
• Excellent project management, organizational and time management skills
• Work closely with other managers to optimise workflows, resolve challenges, and present solutions.
• Provide ongoing training to ensure your Team consistently performs above standard
• Excellent leadership, communication, and decision-making

Business Development:

• Use strong analytical abilities to evaluate end-to-end customer experiences and journeys across multiple channels as well as customer touch points.
• Ensure a thorough understanding of our customers and products and be obsessive about how we communicate with our stakeholders.
• Conduct a situation analysis of our current marketing activities and make recommendations for improved outcomes and efficiencies.
• Consistently identify revenue opportunities within our established customer base and manage consistent growth by effectively targeting new audiences.
• Identify competitors and evaluate their strategies and positioning and devise counter-strategies.

Analytics & Reporting:

• Understand key performance metrics, automation and make use of analytics tools to provide in-depth research, forecasts, competitive analyses, campaign results, and customer trends & insights in order to translate results into actionable insights for Teams across the business.
• Exceptional ROI-tracking skills, able to prove what is –or isn’t—working and providing recommendations and adapting plans to improve performance.
• Weekly, monthly, quarterly and annual reporting.
• Ongoing review of analytics to provide insights and optimise strategies and plans.

Other:

• Other ad hoc duties that might be required