Retail Crime Prevention Manager

1 week ago

Melbourne, Victoria, Australia beBeeCustomer Full time $90,000 - $114,000

About Retail Crime Prevention

A $100 billion problem globally is increasingly organized in nature and puts people, retailers, and communities at risk every day.

We work with some of the best and largest retailers in the world across Australasia, North America, and the UK to empower them reduce theft and Organized Retail Crime.

We've built a high-performing, positive culture with a focus on providing an inclusive environment for a diverse team that uses intelligence to reduce crime.

Our goal is to create safer communities and build strategic partnerships with our customers. We pride ourselves on having an incredible NPS score of 71.6 and continue to have high engagement and satisfaction from our customers.

About Customer Success Role

The Customer Success Manager will build strong relationships with our customers through relational and strategic engagement, delivering results that have a true impact on retail communities. The role requires partnering with key stakeholders and focusing on ensuring their organization sees the value and achieving real crime reduction outcomes from using our platform.

The role involves running pilots and leading project rollouts, developing and delivering strategic engagement plans for our retail partners, identifying ways in which customer and user engagement can increase, and championing relationships can strengthen. With the support of the Customer Success Specialists, the role also involves running training and presentations to varying groups of stakeholders, users, and Police to help them realize the value.

Your Responsibilities

- Owning the customer success relationship and supporting commercial Account Management through partnership with our Retail Partnership Managers (Account and Sales managers)

- Working with our key champions to understand their priorities and how we can add value through ongoing strategic engagement at a market, regional, or user level

- Building proactive customer engagement plans to ensure our customers are reaching their user engagement goals

- Leading pilots & implementations with expert project management capability, focusing on our larger more complex retail partners

- Working with the Customer Success Specialists to surface platform wins and outcomes and sharing those learnings to key champions at Loss Prevention director-level

- Partnering with customers on Change & Process Management

- Analysing and utilising customer data and creating insights to drive better customer outcomes

Requirements

To succeed in this role, you will have

- Previous experience in Customer Success, Customer Care, Account Management roles preferably in the tech industry

- You are analytical and have the ability to turn data into insights to inform structured and strategic solutions

- Your strategic and big-picture mindset will see you using multiple data points to ensure that everything we do as a team contributes to our long-term goals

- Have experience driving change management within business processes, systems and technology with a people-first focus

- Ability to guide our customers through rollouts and implementations, using your project management and people skills to make it seamless and successful

- Have the ability to see where our users are coming from, understand their day-to-day and be able to be empathic in their views

- Enjoy working as part of a team and build strong working relationships but can also be self-starting and able to work alone

- Have an interest in the tech industry and knowledge of our brand and story

- Are happy to travel for regular customer meetings and events

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