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Customer Success Campaign Program Manager
2 weeks ago
We are seeking a highly skilled Campaign Coordinator to join our Customer Success team.
Job Description:Campaign set up and coordination: Coordinate all proactive campaigns from ideation through to successful customer delivery across various channels. This includes executing the setup of campaigns through case routing, queue setup, and organizing Calendly events.
Resource coordination and communication: Determine appropriate team resourcing for campaigns and allocate queues accordingly. Develop and maintain Specialist campaign resources such as campaign objectives, case information, process, talking points, and coordinate call guidance creation with Learning & Development for global campaigns.
Revenue and strategy focus: Ensure campaign tactics align with broader business and revenue goals. Understand CX, CS, and go-to-market (GTM) strategy.
Performance improvement: Identify opportunities to enhance campaign performance - such as A/B testing, audience segmentation, and channel optimization - provide feedback to Marketing teams, and analyze trends in campaign performance data.
Scheduling and calendars: Create and maintain campaign schedules to ensure efficient delivery and on-time completion; forward-looking calendars of activity available.
Reporting, analysis & insights: Monitor campaign performance, compile end-of-campaign reports, and provide trend analysis to improve overall performance and meet KPIs.
Strategy: Deploy initiatives aligned with GTM and CS strategies while continually iterating and guiding future strategy.
Cross-functional collaboration: Partner with CS Operations, CX Leadership, Customer Technology, Lifecycle Marketing, and brand teams to coordinate campaign creation and deployment.
Continuous improvement: Investigate technology improvements to workflows and identify opportunities for continuous process enhancement.
Stay updated: Familiarize yourself with industry best practices and emerging trends in campaign processes and technology.
Required Skills and Qualifications:
- Proven experience in Campaign Coordination, Project Coordination, or administration in a CX or Customer Success setting.
- Strong project or campaign coordination skills.
- Excellent written and verbal communication skills.
- Ability to design and implement efficient workflows for campaign execution, case routing, and queue management.
- Material development and calendar management expertise.
- Project Management fundamentals understanding.
- Integration awareness and familiarity with automation tools.
- Calendly or similar scheduling tool experience.
Benefits:
We offer generous paid leave, dedicated paid leave for physical and mental well-being, health insurance, life insurance, income protection, wellbeing and sports programs, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value.
Others:
We're committed to providing a workplace that fosters growth, innovation, and teamwork. Join us in shaping the future of our company and making a lasting impact.
