Customer Success Manager

4 weeks ago

London, United Kingdom SoPost Limited Full time

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

SoPost is one of the UK's fastest growing technology companies and we are thoroughly disrupting the product sampling space, globally. Our technology is used by many of the world's leading brands to run the most powerful sampling campaigns online, with a focus on relevance, data and analytics. We work with more than 200 different brands, including the largest beauty and FMCG groups.

We are currently looking to hire a Customer Success Manager, who will join our friendly, supportive and well established London team. You will work closely with our brand partners and internal teams to help them execute campaigns seamlessly. Candidates will require excellent interpersonal skills and the ability to quickly build and maintain relationships with brand partners that ensure the smooth running of campaigns, exceptional service, and powerful insights that drive customer retention.

Reporting to our EMEA Customer Success Team Lead, the successful candidate will need to be organised, methodical in approach, efficient and a team player. Supporting the other team members with product development, account expansion, creation of collateral, and post campaign analysis will also play key parts in this role. With a focus on building and monitoring live campaigns, you will liaise with brand partners to collate relevant campaign collateral, build out post campaign reports, and work with our warehouse operations team to coordinate stock management. Whilst there are elements of brand collaboration and relationship building and nurturing, the role is predominantly operational, therefore candidates who are methodical in approach and deadline driven will excel

This is a hybrid role where you will be expected to work in the London office (EC4A 4AB) for a minimum of 2 days per week.

Key Responsibilities

  • Manage post-sale execution of SoPost campaign offerings through various media channels.
  • Lead multiple brand partner project timelines/deadlines, creative asset management, campaign onboarding, technology setup and troubleshooting.
  • Liaise with brand partners and media teams to consult on digital sampling and creative best practices.
  • Report and monitor live campaign activity, problem solving any challenges that may arise.
  • Support the account management team in the delivery of post campaign analytics and relationship development.
  • Communicate brand partner needs with internal senior team members to ensure product development and overall execution aligns with brand partner goals and objectives.
  • Support in the development of internal and external documentation.
  • Coordinate and manage sample stock deliveries with the warehouse operations team.
  • Participate in product calls and provide feedback where relevant.
  • Mentor and support junior team members.
  • Support the Customer Success Team Lead by proactively identifying opportunities to improve our project management services for brand partners.
  • Identify key findings and trends from EMEA campaign data that can be shared with the wider Commercial team to expand expertise.

Essential Skills

This role requires a high degree of organisation, the ability to problem solve and tenacity to make sure campaigns stay on track and brand partners meet their objectives.

The skills mentioned below are required for this position:

  • Organised, with excellent time management capabilities
  • Methodical in approach and process driven
  • Strong critical and analytical thinking skills
  • Excellent written and verbal communication skills
  • Strong relationship and interpersonal skills
  • High level of efficiency and accuracy
  • 2-4 years of related work experience required.

Holidays and Benefits

  • Competitive Salary
  • 28 days of Annual Leave, which includes the period between Christmas and New Year when all SoPost offices are closed
  • One 'Life Moment' per year of additional leave, which you can define. It could be your child's first day at school, a house move or your birthday
  • Quarterly Wellness Allowance
  • After 5 & 10 years, (in your 6th and 11th years) you have the opportunity to take a four week sabbatical with a generous contribution from SoPost towards whatever you have planned
  • Commitment to growing your professional development and a training budget to support that commitment
  • Eligibility for our flexible working arrangement, giving you the power to manage your time and place of work
  • Participation in Company Annual Bonus Plan, SoPost pension scheme and Share in SoPost scheme
  • Social events (monthly team lunches and quarterly drinks / team building activities)
  • A dog friendly office. Bring your best friend to work with you

Hiring Process

We split the hiring process into distinct parts. If you pass one stage, you will proceed to the next. We try to give feedback to applicants if they are not successful but this is not always possible.

The process is designed to give you maximum insight into what it is like to work here and also for us to be able to assess your skills as quickly as possible. There are components in this process that require you to invest some of your own time away from the interview.

Interview 1

A 30 minute virtual call with the hiring manager Theresa, to review your CV and find out about your motivations for applying.

Interview 2

(Part 1) You will be asked to complete a pre-interview task.

(Part 2) You will then be asked to present your solution to our EMEA Customer Success Team Lead, Chief Operating Officer and some members of the CS team.

Interview 3

A virtual call with our Founder and CEO, Jonny.

References & Offer

We will make a formal offer, subject to references.

SoPost is committed to the fair treatment of its staff, potential staff or users of its services, regardless of offending background. We are required to carry out a basic criminal check as part of our pre-employment checks. A written policy on the recruitment of ex-offenders is available on request.

We are proud that SoPost has been awarded the 'Advanced Good Work Pledge'.

Closing date for applications is Monday 4th March (subject to change).

We respectfully request no contact from agencies at this time.

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