Work Location RequirementsThis position is hybrid requiring two days (Mondays and Thursdays) on-site in our Sydney office.About the RoleAs Senior Customer Success Manager, you will be responsible for the successful delivery of our clients’ campaigns.
You will be managing client relationships and guaranteeing successful customer campaign delivery by providing answers to key business questions around promotional activities, category, range, and overall retail strategy. You will act as a ‘maestro’, prioritizing our campaign pipeline, defining KPIs to track, supervising our team of consultants and data reviewers, and delivering actionable insights based on data collected by our crowd.
You will play a central role in our Go-To-Market team, guaranteeing you exposure to our most strategic topics and will be working hand in hand with the sales, community management and tech teams.
If you have a deep understanding of the key sales drivers of the FMCG and Retail industry, a flair for relationship management, an analytical mind and thrive in a fast-paced environment, then this role is for you.Essential FunctionsAs part of your daily duties, you will oversee our clients’ campaigns from start to end. This includes:Client management: manage your own portfolio of clients; build and maintain positive working relationships with senior client stakeholders.Analytics and Insight generation: able to answer clients' strategic questions based on the data captured by our crowd, including both defining the way we collect the data and performing the analytical work required to extract and storyline valuable insights for top tier FMCGs and retailers.Project management and delivery: able to juggle multiple complex project requirements to positively impact the P&L of each campaign. You will be monitoring campaign progress and results and take appropriate actions to meet client deliverables and deadlines. Your role will involve leading cross-functional teams and collaborating closely with the operations team to deliver exceptional results. By maintaining the highest standards of quality, accuracy, and consistency in our data, you will play a crucial role in maximizing client satisfaction and demonstrating the full capabilities of Wiser.Business Development & Growth: You will play a crucial role in ensuring that client expectations are not only met but exceeded. This involves not just maintaining strong relationships, but also proactively identifying opportunities to expand our partnership with each account across new business units, markets, and solutions. Your role requires strategic thinking and exceptional relationship-building skills. As the Customer Success Manager, you will be pivotal in driving client satisfaction and securing recontracting by leveraging these opportunities for growth and collaboration.People management: demonstrate leadership for 5 direct reports in Sydney and supervision of our remote data reviewing team. You will be providing day-to-day support, managing career conversations, and championing your team's career progression within the company.