Outgrow - Manager - Customer Success

Objectives and Responsibilities of the CSM:

- Management and Strategy: The CSM is tasked with planning and overseeing the execution of CSM strategies in a manner that ensures effective and seamless delivery.

- The CSM also builds, implements, and grows multi-faceted loyalty reward programs for the purpose of ensuring that there is strategic alignment, brand compliance, and delivery of value to consumers, which will encourage increased levels of acquisition and loyalty.

- He also develops and manages the business's consumer portfolio and serves as the senior contact in ensuring that there is organic growth in the business's loyal consumer base. The CSM also manages the growth of revenue from the consumer base through the delivery of outstanding and measurable consumer communications, retention, and loyalty.

- At this capacity, the CSM is also tasked with advocating for and instilling performance quality standards in junior CSM personnel, essentially growing a departmental work culture.

- Analytics : The CSM also plays an analytical role where he is responsible for department performance reviews, capacity planning, conducting CSM system audits and analyses, and cost/benefit analyses. He evaluates the consumer data, that is, program engagement, consumer behavior, rewards redemptions etc. and conducts user experience analyses and business performance metrics that are associated with CSM programs and campaigns.

- The CSM is also responsible for providing strategic guidance to CSM strategies for the purpose of driving maximum ROI.

Collaboration: The position of CSM is also highly collaborative and because of this, the CSM drives regular communication with colleagues in various key business departments in order to ensure optimal awareness of consumer marketing programs and initiatives. The CSM works with the Sales team in an effort to drive integrated consumer relations activities that drive multi-channel revenue growth for the business.

- In addition, the CSM also works with key stakeholders in interpreting the performance of all CSM marketing activities, departmental financial issues, and consumer behavior indicators for the purpose of strategy development and the formulation of program/campaign approaches and solutions.

- Consumer Relations : The CSM is also tasked with gathering consumer information in first-hand by directly taking initiative to interact with consumers and acquire feedback on CSM approaches and also to ensure that the business's consumer relations campaigns are effective and that they are facilitating the execution of successful marketing campaigns and enabling consumer retention and loyalty for the business. The purpose of this is also to provide insights to the business on key improvement areas in CSM programs and campaigns.

- Knowledge and Opportunity: The Senior CSM is also tasked with the identification of opportunities for CSM campaign advancement. In this capacity, the CSM takes the initiative to learn the workings of current and emerging channels of consumer marketing in order to give the business a competitive edge over its competition in terms of consumer acquisition and retention. The CSM also champions for consumer-focused overall business objectives that will keep consumers considered in all business activities, therefore, increasing the chances for higher consumer acquisition and retention rates for the business.

Desired Skills and Experience:

- Exceptional verbal and written communication and presentation skills.

- Flexibility - ability to work in a dynamic environment not restricted to shifts and Geo.

- Ability to learn new tools on the go and open to constant learning.

- Ability to work in a team environment.