Customer Success Manager

Hop To It Collective is a renowned consultancy specialising in marketing, customer engagement, and technology within all industries; but primarily in the hospitality sector. Serving clients from Yamba, NSW, to Cairns in Far North Queensland, we are dedicated to driving operational excellence and innovation for every one of our Collective.

We are excited to expand our team with a new Customer Success Manager, who will help us continue our trajectory of growth and client success. Experience in marketing, customer success, hospitality, or technology sectors is preferred, however we are open to candidates from diverse backgrounds that have transferable skills. We value foundational skills and the eagerness to learn and grow within our vibrant team.

This role is pivotal in supporting our growth and enhancing our clients' journey with innovative strategies and high-performing solutions. We are seeking a candidate based in the Brisbane area.

Key Responsibilities:

• Client Advocacy: Be the primary touchpoint for clients, ensuring they gain significant value from our services. As a consultancy, a key responsibility is conducting thorough market, customer, and competitor analyses to inform strategic decisions. This involves understanding industry trends, identifying opportunities, and assessing risks, which enable the development of tailored marketing and customer activation strategies.
• Effective Onboarding: Facilitate a smooth transition for new clients integrating into our dynamic service offerings as well as guiding clients through the adaptation and adoption of industry best practices in marketing and customer activation.
• Comprehensive Planning: The responsibility involves creating plans that align with the client's overall business objectives. These plans should encompass various aspects such as target audience identification, budget allocation, choosing the right marketing channels, and timeline setting.
• Data Insights: Analyse metrics to drive business strategies and showcase ROI to clients, providing ongoing support as strategies are implemented, including refinement stages, and delivering performance reports that highlight outcomes and the strategic impact on clients' businesses.
• Campaign Management: Implementing selected marketing campaigns, some from inception to completion. This includes developing creative elements, implementing campaigns across multiple platforms, and ensuring consistent messaging that resonates with the target audience.
• Communication: Establishing and nurturing strong relationships with clients to become a trusted advisor. This includes regular interactions to understand their evolving needs and challenges, providing insights that add value beyond the immediate scope of work.
• Opportunity Development: Unearth potential opportunities that amplify client and company growth, such as crafting bespoke solutions that address specific challenges faced by clients. This entails proposing innovative and practical strategies that are rooted in deep sector-specific knowledge and understanding consumer behaviour insights.
• Technological Guidance: Assist clients in optimising their technological investments by offering expert advice and integration support. This can also include developing solutions to improve their technological offering, such as paging solutions or similar.

We're Looking for Someone Who:

• Possesses a robust track record (2+ years preferred) in customer success/marketing/loyalty, ideally within hospitality and/or tech landscapes.
• A passion for or experience in marketing, branding, or customer loyalty, particularly within the hospitality realm.
• Communicates with finesse and effectiveness in both digital and real-world arenas.
• Is fuelled by the thrill of continuous enhancement and strategic breakthroughs.
• Approaches challenges with a dynamic, solutions-oriented mindset, ready to innovate at every turn.

Desirable Attributes:

• Demonstrates skills with Licensed Monitoring Operator systems such as Odyssey or MAX.
• Familiarity or a strong desire to master communication technologies and paging solutions like TalkBox or Brighton Technologies Group products.
• Creativity, tenacity, and a proven history of transforming theoretical ideas into successful, tangible outcomes.

Why Choose Hop To It Collective?

• Earn a competitive salary ($65,000 - $75,000 AUD per annum) plus superannuation and performance bonuses.
• Enjoy the synergy of remote and on-site work arrangements, tailored for balance and productivity. We are an outcomes-first business, so you can balance the day-to-day with flexibility in mind.
• Immerse yourself in personalised professional development that propels you towards your career goals. You don't have to have all the skills to be successful in this role, we'll help fill the gaps.

A Day in the Life at Hop To It Collective:

• Start the week with a stand-up, to align on the day's priorities and collaborate with the team on ideas or push through roadblocks.
• Build promotional content in systems, and execute communications.
• Dive into client analytics to prepare for a strategy session or campaign debrief.
• Investigate solutions on improving technology utilisation, such as investing in smart paging or industry specific communication platforms.
• Lead a client onboarding call, understanding their unique position, whilst introducing key features of our solutions.
• Collaborate with the team to optimise a client's platform setup.
• End the day by planning a visit, strategy, or activation calendar.

Embark on Your Journey with Us: At Hop To It Collective, you're not just filling a role; you're stepping into a sphere of influence where your skills forge success stories. If you're ignited by the prospect of crafting unparalleled customer experiences and driving the future of hospitality, we invite you to apply. Join us in painting the big picture, where your contribution is not just valued—it's vital.

Please include a Cover Letter for this application.