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Senior Customer Success Manager

2 months ago

Melbourne, Victoria, Australia Publicis Groupe Full time
Job Description

We are a global company that values diversity, inclusivity, and creativity. Our team is passionate about promoting a workplace culture that celebrates individuality and fosters growth.

We are committed to ensuring that all job applicants, temporary workers, and employees receive equal treatment, regardless of age, disability, gender, race, ethnicity, religion, or sexual orientation.

Role Purpose

The Senior Customer Success Manager plays a critical role in driving performance and sales support for our retailer partnerships in APJ. This role is responsible for managing the day-to-day support for our retailer partners, providing efficiency in development and operational management.

This position requires strong interpersonal skills to manage client communication, a strategic mindset to develop media recommendations, and the ability to deliver retailer goals.

Responsibilities and Duties
  1. Provide world-class service to our retail partners, managing 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 required.
  3. Develop and implement commercial strategies to ensure success for both parties.
  4. Prepare and present monthly performance reviews for individual clients, reporting on key performance metrics and recommending future strategies to enhance ROI.
  5. Support the build of all material creation campaign completion, bespoke presentations, and marketing materials.
  6. Support suppliers with campaign setup and optimization recommendations.
  7. Monitor overall campaign performance, providing recommendations as needed.
  8. Inform our retailer of their campaign status each month, gathering approvals from Business Lead and/or client on optimizations and improvements.
Qualifications, Work Experience, and Skills

Strong retail media, e-commerce, and digital knowledge.

Previous experience within CPG brands/retailers.

Sales experience, including pitching and closing projects.

Confident in presenting to both small and large audiences.

Extended experience of client-facing account/client management experience.

Experience with dealing with senior stakeholders in an organization.

Experience in using Domo is desirable.

Ability to see ahead to future possibilities and translate them into breakthrough strategies.

Ability to make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.

Ability to plan and prioritize work to meet commitments aligned with organizational goals.

Ability to build partnerships and work collaboratively with others to meet shared objectives.

Ability to interpret and apply key financial indicators to make better business decisions.

Ability to step up to address difficult issues, saying what needs to be said.

Ability to paint a compelling picture of the vision and strategy that motivates others to action.

Ability to use compelling arguments to gain the support and commitment of others.

Ability to build strong-identity teams that apply their diverse skills and perspectives to achieve common goals.