App Success Manager

1 month ago

London Area, United Kingdom poq Full time

About Poq


Join Poq, the 'super app' SaaS company that empowers retailers and brands to drive fast growth and revolutionise their customer experience through highly effective and fully customisable mobile native apps.


As a member of our team, you'll play a pivotal role in shaping the future of retail by enabling brands to provide a superior shopping and engagement experience - anytime, anywhere.


At Poq, we collaborate with retailers to build stronger brands, increase product sales, foster customer loyalty, and deliver highly relevant content, communications, and rewards. Our clients include global brands such as e.l.f. Cosmetics, Ardene, Cotton Traders, Card Factory, Kurt Geiger and many more


With our apps serving consumers in the UK, US, Europe and Australia, you'll be at the forefront of driving international impact. Joining our team means gaining exposure to the latest and most progressive technologies in retail.


As a remote-first company, we offer a dynamic work environment that encourages collaboration and creativity. If you're passionate about pushing the boundaries of digital business-to-consumer (B2C) innovation and want to contribute to the growth of a forward-thinking company, Poq is the place for you.


About the role - Junior App Success Manager


Reporting directly to the Customer Success Manager, Team Lead the App Success Manager will be supporting relationships in the UK and Europe with large enterprise retailers. You’ll be working with the client day to day on app performance strategy and growth; ensuring they get the most out of the Poq platform by driving app marketing and growth initiatives.


Responsibilities


Customer Expertise and Relationship Management:

  • Creating strong relationships with clients across marketing, product, digital, IT, and the wider business in support of the Head of Customer and Commercial Management, who provides commercial and account leadership across accounts
  • Focusing on client success by developing mutual KPIs and client app strategy and how it fits within their overall e-commerce strategy.
  • Supporting and advancing app strategies within the clients and creating growth opportunities for the app and app revenues.
  • Being the client champion, taking feedback from them and proposing solutions to the CS and wider Poq team.
  • Being able to provide thought leadership to the client base.


Performance and Analytics:

  • Monitor and analyse app performance metrics, comparing them against mobile web metrics.
  • Track and report on key app metrics, including downloads, active users, sessions, and retention rates.
  • Understanding and analysing against other benchmarks and making tactical and strategic recommendations


Strategic Planning, Marketing, and Optimization:

  • Prepare and present/send business reports to client executive teams with support from other internal stakeholders, dependent on the content covered, on a cadence that makes sense for the customer. Manage the positioning and communication strategy for app migrations, ensuring smooth transitions for users during app updates and migrations.
  • Collaborate with the app marketing team to develop and execute app marketing strategies.
  • Empowers clients to optimise app store listings, manage ratings and reviews, and develop push notification strategies using best practices and strategies


Content and Feature Management:

  • Promote the adoption of out-of-the-box app features to enhance user experience and provide training and support to users on the app functionalities.


Operational Support:

  • Handle small change requests and provide day-to-day support for app-related issues while coordinating with internal teams to implement minor fixes.


Experience

  • Bachelor's degree in marketing, analytics or related field.
  • Some experience (e.g. internships, part-time roles or up to 1-2 years in account management, customer success or a related role).
  • Experience within the SaaS industry is desirable.
  • A strong understanding of customer needs and emerging technology trends, with the ability to support strategy development and execution.
  • Strong customer empathy skills with the ability to understand their needs and translate them to our internal teams.
  • Analytical mindset, with the ability to interpret data and suggest actionable strategies.
  • Familiarity with e-commerce analytics tools such as Google Analytics or similar platforms.
  • A self-starter who thrives in a fast-paced, dynamic environment and works well collaboratively.
  • Willingness to travel occasionally within the country as required.


Poq Values & Behaviours


Deliberate

  • We move forward constructively with integrity and purpose
  • We bring the best version of ourselves every day
  • We are experts and innovators at the top of our game

Enterprising

  • We are ambitious, resilient and passionate about what we do
  • We are creative thinkers, problem solvers, decision-makers
  • We do great work and get things done together

Honourable

  • We take ownership and hold ourselves accountable
  • Take pride in our product, our work and each other
  • We are honest, decent, and do the right thing

Open

  • We are open to ideas, learning and evolving
  • We work together as one team
  • We celebrate and embrace our diversity

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