Job title : Customer Success Manager (Durban) Job Location : KwaZulu-Natal, Durban Deadline : December 05, 2024 Quick Recommended Links Jobs by Location Job by industries 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 minimum of 5 years of experience in performance marketing, brand management, communication and advertising.
A minimum of 5 years a management role.
A minimum of 5 years of CRM and customer experience.
A valid driver's license and a reliable means of transportation.
A Bonus To Have: A relevant Diploma/Degree.
What You'll Do For The Brand: 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 are they, how, when and why they make the decisions they do, any barriers to buying and build strong relationships with them by gathering customer feedback in real time and use this to improve overall customer experience.
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.
Develop listening points in the customer journey.
Work with marketing managers and marketing analysts to clearly define segmentation of customer base and varying targeted strategies and identify opportunities for continuous improvement.
Test new strategies for driving customer value and continuously optimise these.
Understand the competitive landscape, be an expert on our competition and how they structure their customer journeys, what works and what doesn't.
Collaborate with product management and marketing communications 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.
People: Project manage a broad variety of projects with a diverse team of people.
Responsible for setting directions, conducting performance reviews and conducting the day-to-day people management functions of project teams.
Excellent people and management 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, solve challenges, and present solutions.
Provide ongoing training to ensure your team consistently performs above standard.
Excellent leadership, communication, and decision-making skills.
Business Development: 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 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.
Analytics & Reporting: 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 isn't—working and providing recommendations and adapting plans to improve performance.
Produce weekly, monthly, quarterly and annual reporting Ongoing review of analytics to provide insights and optimise strategies and plans.
Other: Perform other ad hoc duties that might be required What You'll Bring To The Team: Demonstrate good ability to collate and report information.
The ability to develop and maintain professional business associations at all levels.
Understanding of main business drivers in order to impact on decision making, demonstrating financial awareness; controlling costs and thinking in terms of profit, loss and added value.
The ability to interpret organizational strategy and translate this into tactical action plans.
Ensure the quality outcome is achieved.
Excellent communication skills and the ability to communicate with people from diverse backgrounds.
Follows through and delivers results in spite of obstacles.
Admits errors and takes corrective action to avoid repetition.
Approaches work with dedication and a high sense of responsibility.
Consistently delivers the required business results Stays attuned to the needs of the market and developments.
Translate insights into product innovations that meet customer needs.
Customer Service jobs