We have an amazing opportunity for a Customer Success Manager. Do you think you have what it takes to be our newest Purple Star?
The successful candidate will be responsible for bridging the gap between our customers and our brand. You will have a customer first mindset and will immerse yourself in understand our customers and what makes them tick. You will collaborate with marketing, product, contact Centre, customer support, BI, BA and other Teams to develop and map out our customer journey ensuring we provide the best possible customer experience.
You will work with Teams across the business to create and implement strategies that drive the acquisition of new customers, retention of existing customers and reduce churn of customers. These strategies will ensure that we increase customer satisfaction rates and drive customer loyalty. You will create strategies that create the opportunity for cross-sells and up-sells across all product categories.
With Hollywoodbets You Will:
Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
Grow with our development plans and culture that allows you to further your career.
You Bring:
- A relevant Diploma/Degree within the related field
- 5+ years Performance Marketing, Brand Management, Communication & Advertising
- 5+ years Management Experience
- 3+ years CRM, Customer Experience
- A Valid Drivers License
The role may include but is not limited to:
Responsibilities:
Strategic Planning & Implementation:
- Understand and document our customer-centric process and journey and create and implement strategies that drive customer acquisition, retention and reactivation.
- Be the expert on our customers, who they are, how, when and why they make the decisions they do and any barriers to customers making the decision to sign up, play and/or bet across a range of products.
- Conduct research and gather customer feedback and use this to improve overall customer experience and offers.
- Identify key triggers that will improve acquisition, retention and communication strategies.
- Champion opportunities to consistently improve the Hollywoodbets customer experience and be the voice of the customer.
- Drive customer retention, reduce churn, and increase customer satisfaction, loyalty and advocacy.
- Guide Team in effective client issues resolution and handle any escalations.
- Work with marketing managers and marketing analysts to clearly segment our customer base and create targeted strategies and identify opportunities for continuous improvement.
- Test new strategies for driving customer value and continuously optimise these.
- Understand the competitive landscapebe an expert on our competition, how they structure their customer journeys, their products, promotions and overall customer engagement.
- Collaborate with product and marketing to develop product positioning and messaging that resonates with our target buyer personas/target audiences.
- Continually review and evolve the processes we use to track, oversee and organise every interaction between the customer and Hollywoodbets throughout the lifecycle.
- Ability to project manage a broad variety of projects with a diverse Team of people.
- Responsible for setting direction, conducting performance reviews and conducting the day to day people management functions of project Teams.
- Excellent people and leadership skills to interact with Team, colleagues, cross-functional teams and third parties. Team player!
- Build long term relationships with Team Members, customers, regulatory bodies and other stakeholders
- Excellent project management, organizational and time management skills
- Work closely with other managers to optimise workflows, resolve challenges, and present solutions.
- Provide ongoing training to ensure your Team consistently performs above standard
- Excellent leadership, communication, and decision-making skills
- Use strong analytical abilities to evaluate end-to-end customer experiences and journeys across multiple channels as well as customer touch points.
- Ensure a thorough understanding of our customers and products and be obsessive about how we communicate with our stakeholders.
- Conduct a situation analysis of our current marketing activities and make recommendations for improved outcomes and efficiencies.
- Consistently identify revenue opportunities within our established customer base and manage consistent growth by effectively targeting new audiences.
- Identify competitors and evaluate their strategies and positioning and devise counter-strategies.
- Understand key performance metrics, automation and make use of analytics tools to provide in-depth research, forecasts, competitive analyses, campaign results, and customer trends & insights in order to translate results into actionable insights for Teams across the business.
- Exceptional ROI-tracking skills, able to prove what is or isntworking and providing recommendations and adapting plans to improve performance.
- Weekly, monthly, quarterly and annual reporting.
- Ongoing review of analytics to provide insights and optimise strategies and plans.
Other ad hoc duties that might be required
What Youll Bring to The Team:
- Must be able to think on a strategic level
- Must have strong relationship management
- Ability to work in a deadline and results driven environment.
- Excellent verbal and written communications skills.
- Strong time management and planning skills.
- Must take accountability.
- Must have high attention to detail.
- Must have a high business Acumen and Market awareness
- Excellent problem-solving skills
