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Senior Customer Success Manager

2 months ago

Melbourne, Victoria, Australia Publicis Groupe Full time
About the Role

We are a global company, part of Publicis Groupe, made up of knowledgeable, passionate, and creative individuals with expansive experience coming together to reach shared goals.

We are committed to promoting diversity and inclusivity within the workplace. We want to ensure that no job applicant, temporary worker or employee receives less favourable treatment on the grounds of age, disability, gender and transgender status, race and ethnicity, religion and belief (including no belief), marriage or civil partnership status or sexual orientation.

Job Purpose:

The Senior Customer Success Manager role is an integral part of our team and is responsible for driving performance and sales support for our retailer partnerships in APJ. This role is centred on supporting our retailer teams throughout the pre and post onboarding process. This includes managing the day-to-day support for our retailer partners, and providing efficiency in the development and operational management.

Key Responsibilities:

  1. Provide world-class service to our retail partners, manage the day-to-day communication and collaboration with external brands/suppliers and internal cross-functional team members.
  2. Present the platform through succinct and efficient demos as and when required.
  3. Responsible for the commercial strategy to ensure success for both parties.
  4. Prepare and present monthly performance reviews for individual clients to report on key performance metrics and recommendations for future strategies to enhance ROI.
  5. Support the build of all material creation campaign completion, bespoke presentations, marketing material.
  6. Support Suppliers with the campaign set up and optimization recommendations.
  7. Help to monitor overall campaign performance, where necessary, provide recommendations.
  8. Inform our retailer of their campaign status each month, if necessary, gather approvals from Business Lead and/or client on optimizations on improvements, etc.
Requirements

Work Experience and Skills:

  1. Strong retail media, eCommerce and digital knowledge.
  2. Previous experience within the CPG brands/retailers.
  3. Sales experience both pitching and closing projects.
  4. Confident in presenting to both small and large audiences.
  5. Extended experience of client-facing account/client management experience.
  6. Experience with dealing with senior stakeholders in an organisation.
  7. Experience in using Domo is desirable.
  8. Sees ahead to future possibilities and translates them into breakthrough strategies.
  9. Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
  10. Plans and prioritizes work to meet commitments aligned with organizational goals.
  11. Builds partnerships and works collaboratively with others to meet shared objectives.
  12. Interprets and applies key financial indicators to make better business decisions.
  13. Steps up to address difficult issues, saying what needs to be said.
  14. Paints a compelling picture of the vision and strategy that motivates others to action.
  15. Uses compelling arguments to gain the support and commitment of others.
  16. Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals.