Customer Success Manager
Hollywoodbets
Durban, KwaZulu-Natal
Permanent
Closing Date 04 December 2024
Job Details
Division
Hollywoodbets
Business Unit
Other Roles
Minimum experience
Mid-Senior
Company primary industry
Gambling and Casinos
Job functional area
Operations
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. Our talented Team is on a mission to increase our global footprint. Join our Team and let’s reach for the stars.
We have an amazing opportunity for a Customer Success Manager to be based in Umhlanga, Durban. This is a strategic leadership role responsible for 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 centre, 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 customer churn. These strategies will ensure that we increase customer satisfaction rates and drive customer loyalty. Additionally, you will create strategies that provide opportunities 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 capable of providing strategic insights to multiple Teams across the business to improve current communication, product offerings and marketing strategies.
You are passionate about tracking performance and actively leverage 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 fast-paced environment, operate under pressure, and 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:
- A minimum of 5 years of experience in performance marketing, brand management, communication and advertising.
- A minimum of 5 years in 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:
- 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.
So, are you ready to level up, learn, and perform at your best? Apply now!
Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.
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