Digital Customer Success Lead

Leveraging your digital expertise in performance channels, you will coach and mentor a team of client-facing digital professionals to deliver successful outcomes for our customers in line with their business goals. You will lead by example, working with another Team Leader collaboratively creating an engaging and high performance team culture to help News Xtend achieve our goals of superior customer service and customer retention.

**What’s the role?**
- Coach and mentor team members on customer service, retention and upsell activities, managing customer escalations and supporting with QBRs where required
- Onboard and train new team members, and create an engaging team environment with an open communication culture
- Drive high performance across the team, managing KPIs and completion of tasks within SLAs
- Deliver best-in-class customer service, and utilise your expertise in digital marketing channels to offer solutions and initiatives for customers to achieve successful outcomes
- Build strong relationships with sales teams and clients to retain customers
- Identify and implement process and customer experience improvements that drive operational efficiencies

**Who are you?**
- You have experience mentoring and/or coaching a team of digital professionals, managing workflows and output
- You have prior experience in client servicing/account management and have the capability of dealing with difficult client situations
- Calm under pressure and an ability to maintain positive energy while working in a fast-paced and evolving environment
- You are comfortable with data and can deliver reports that offer insight aligned to business goals
- Excellent communication and leadership skills, with an ability to build strong relationships and manage both internal and external stakeholders
- Strong attention to detail and can put together powerpoint presentations that tell a compelling story, using campaign data, market trends and insights

**Who are we?**

We are results driven, we love our customers and are 3x Customer Service Team of the Year winners in Australia. Our customer focused strategy enables us to serve more and more new small to medium size businesses every month and we provide powerful digital marketing campaigns and first class service that our rivals can’t match. It is a place where people are the difference that makes the difference.

**News Benefits**:
News Benefits is our way of saying thank you to our people for their valued contribution to News, our audiences, clients and communities. Thanking them for the great things they do daily, for the greater good of Australia. Our benefits include:

- ** Exclusively ours** - Access to publications and products from across the News Corp family
- ** Health & wellbeing** - Advice, support and facilities for healthy minds and bodies
- ** Time off**:

- News offers a range of leave options to support your personal needs and moments that matter in life: Parental leave, Birthday leave, Volunteer leave, Career break and Compassionate leave.
- ** Helping you grow** - Development opportunities and recognition
- ** Financial wellbeing** - Support on making the most of your money
- ** Perks & discounts** - Exclusive offers across a range of products and services
- ** Giving back** - Make a difference to our communities.

**What do I do next?**
- Diversity strengthens our national teams and newsroom as we seek to tell stories that represent the communities of Australia. Our people_
- make us unique, and so we are committed to equal employment opportunities regardless of race, religion, sexual orientation, age, disability_
- or gender identity. Applicants of diverse backgrounds are encouraged to apply_