Customer Success Manager
Hollywoodbets
Umhlanga, KwaZulu-Natal
Permanent
Closing Date 30 April 2024Job Details Division Hollywoodbets Business Unit Key Roles Minimum experience Mid-Senior Company primary industry Gambling and Casinos Job functional area Marketing Job Description
Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa's biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that's just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let's reach for the stars.
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 Customer Success Manager will play a pivotal role in bridging the gap between our customers and our brand. You will have a customer first mindset and will immerse yourself in understanding our customers and what makes them tick. You will collaborate with marketing, product, contact center, customer support, BI, BA and other Teams to develop and map out our customer journeys 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.
You will have an in-depth knowledge and understanding of our customer base, their needs and their behaviours. You will be able to provide strategic insights to multiple Teams across the business to improve current communication, product offerings and marketing strategies. You will play an active role in the development of positioning and messaging ensuring that it resonates with customers, ultimately driving results.
You are obsessed with tracking performance and actively use data to track all activities, to review what is working, what isn't and to ensure efficient optimisations are implemented timeously. You will continuously review processes, reporting and use of data and will implement effective changes and automation to ensure our customer experience is meaningful, engaging, efficient, and effective and that business targets and objectives are met.
You will have the ability to work in an extremely faced paced environment, you will be able to operate under pressure and will be able to balance creativity and logic when making decisions and creating strategies. You will have the ability to communicate easily and influence a broad range of stakeholders
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: • Valid Driver's License.
• Valid Degree/ Diploma.
• Minimum of 5 Years' experience in Performance Marketing, Brand Management, Communication. and Advertising Administrative Management experience.
• Minimum of 5 Years Management experience.
• Minimum of 3 Years CRM, Customer Experience.
A Bonus To Have: • Matric.
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.
People:
• 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 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, resolve challenges, and present solutions.
• Provide ongoing training to ensure your Team consistently performs above standard
• Excellent leadership, communication, and decision-making
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 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.
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.
• Weekly, monthly, quarterly and annual reporting.
• Ongoing review of analytics to provide insights and optimise strategies and plans.
Other:
• Other ad hoc duties that might be required
What You'll Bring To The Team: • Must be able to plan effectively and efficiently in order to meet deadlines.
• Solve problems and issues in a timely and effective manner.
• Strong financial and business acumen.
• Must be a strategic thinker
• Must be very strong in Reporting and high attention to detail.
• Strong communication skills and relationship management.
Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.
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Customer Success Manager Hollywoodbets Umhlanga, KwaZulu-Natal Permanent Closing Date 30 April 2024
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