Customer Success Manager

Point. Your Marketing Investment Partner

  • Cairo
  • Permanent
  • Full-time
  • 16 days ago
1. JOB TITLE:Customer Success Manager2. MAIN PURPOSE OF THE JOB:The role of a Customer Success Manager is to plan, organise, staff, control and oversee frontline customer
relationships, realised revenue, opportunity generation, governance practice and the day-to-day operational
delivery of agreed parameters and/or contract terms. Working to achieve a highly effective & efficient service
to maximise customer satisfaction. It will require consistent frontline engagement within a marketing
environment and will typically cover Creative, Print, POS & Promotional Merchandise requirements.
Reporting to a Customer Success Director (CSD), you will form part of a frontline team responsible to
collectively deliver operational excellence & revenue growth, improve customer loyalty & satisfaction (CSAT),
enable increased customer lifetime value (CLV) and achieve excellent net promoter scores (NPS).Key Performance Indicators (KPI’s):
  • Customer Lifetime Value (CLV)
  • Net Promoter Score (NPS)
  • Customer Satisfaction Score (CSAT).
  • Delivery on-time & In Full (OTIF)
  • Organic Revenue Growth & Profitability
  • Efficiency & Effectiveness
3. DESCRIPTION OF FIELD OF DUTY (KPA’s):
  • Stakeholder engagement (Collaboration & Communication).
  • Fulfilment (Planning/Scheduling, Delivery).
  • Operational execution (Staff, Customer Service, Controls, Technology Interaction, Reporting)
  • Market Research (Innovation Initiatives)
  • Risk Management & Compliance (Awareness & Mitigation)
  • Client Retention (Relationships & Opportunity Generation
4. QUALIFICATION REQUIREMENTS:
Grade 12
Diploma and/or certification in related field5. WORK EXPERIENCE:
3+ years’ experience in a similar role and/or industry
Customer service & people management experience advantageous.

Point. Your Marketing Investment Partner