Customer Success Executive

The William Reed Group; Brighton, Guildford, London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

The William Reed Group seeks a Customer Success Executive to enhance client relationships and ensure campaign performance. This role involves understanding client needs, analyzing data, and providing insights to foster client success and improve retention. The position offers a supportive environment with opportunities for professional growth and hybrid working options.

Benefits

25 days annual leave plus bank holidays

MeDay for personal celebration

Volunteer day for charity support

Hybrid working opportunity

Contributory Pension

Life Assurance Scheme

Wellbeing benefits including healthcare cash plan

Cycle to Work Scheme

Electric Car Scheme

Qualifications

• Excellent written and verbal skills with a focus on stakeholder management.
• Proactive and results-oriented approach to work.
• Experience analyzing and reporting campaign metrics effectively.

Responsibilities

• Engage with clients to support their marketing objectives and measure campaign success.
• Compile and present campaign reports to clients, showcasing value.
• Gather and implement client feedback for continuous improvement.

Skills

Analytical skills

Communication

Proficiency with Adobe Analytics

Stakeholder management

Attention to detail

Education

Qualification or proven experience in advertising, marketing, business or related field

Tools

Adobe Analytics

Google Ad Manager

Piano

Job description

We are a global media group delivering exceptional content through events, digital, data & insight.

From agribusiness, ingredients and food processing, to retail, hospitality & fine dining – we provide the inspiration, insight and connections to power our customers’ success.

We have offices in Gatwick, Brighton and London, UK; Montpellier, France; Singapore and Chicago, US. In line with the Company’s current Agile Working Policy, the successful candidate would be eligible to work part of the week from one of our UK offices and to work remotely for the rest of the week.

Position

Position: Full time – permanent

Location: London / Brighton / Gatwick / Hybrid

We have an exciting opportunity for a Customer Success Executive to work in a critical role to facilitate our clients in having successful campaigns and meeting their objectives, utilising data and insights to evaluate campaign performance. Working within our global brands division who produce dynamic international events and digital products, the role’s aim is to ensure customer success, measure and support business goals, as well as improve customer retention and revenue.

Reporting to the Digital Product Manager, the role will be the linchpin between our clients and sales team, acting as the voice of the client, providing internal feedback and suggestions for improvement, helping to develop better solutions for our clients.

What you’ll be doing:

Delighting Customers

• Understanding clients’ marketing objectives and acting as the voice of the customer internally, through joining client and agency calls, working closely with internal teams and occasionally attending events and in-person client meetings
• Closely tracking campaign performance dynamics and providing actionable recommendations for improvements where relevant
• Increasing confidence in our marketing solutions with clear evidence-based reporting

Improving Reporting & Insights

• Supporting the sales team by compiling timely and accurate campaign reports that demonstrate clear value and ROI for customers
• Presenting a compelling and visually impressive narrative backed up with data to present to clients and show why clients should work with William Reed
• Play a key role in improving our automated reporting at William Reed
• Reviewing and combining multiple data sources from Adobe Analytics, Google Ad Manager, Piano and other systems with insights from editorial & marketing teams

Providing Internal Feedback

• Providing client feedback to internal sales, product and editorial teams to ensure continuous improvement
• Gathering testimonials for use in marketing collateral
• Working closely with central digital teams to develop better solutions for customers

Tracking success

• Measuring metrics that matter and supporting wider business objectives to improve customer retention and increase spend from key accounts

Requirements

What you’ll need:

• Excellent written and verbal stakeholder management and communication skills with the ability to influence and challenge the status quo
• A self-starter who is proactive, results-orientated and can work independently, dedicated to continuous improvement
• Strong attention to detail
• Qualification or proven experience in advertising, marketing, business or related field
• A good understanding and demonstrated experience of analysing and reporting on campaign metrics, being able to clearly justify what success looks like based on clients’ goals
• A curious mindset and drive to understand the underlying dynamics of campaign performance
• Proficiency with systems such as Adobe Analytics, Google Ad Manager and Piano or similar
• Experience in identifying and explaining metrics to non-analytical stakeholders effectively and clearly
• A passion for exploration and learning of new tools and technologies
• Digital advertising experience is desirable but not essential

Other information

Company Benefits and Initiatives Include:

• 25 days annual leave in addition to bank holidays – increasing by one additional day after 6 years, up to a maximum of 30 days.
• An additional day of leave for you to take on a cultural celebration day or on your birthday if you like. A day for you! At William Reed, we call this our “MeDay”.
• A volunteer day to take for supporting a chosen charity and giving back to the community.
• Opportunity for hybrid working
• Contributory Pension
• Life Assurance Scheme
• Group Income Protection
• Enhanced family-friendly leave pay entitlements
• Wellbeing benefits, including: A health care cash plan, Employee assistance programme, Virtual GP service and Access to health & wellbeing resources and tools.
• Cycle to Work Scheme
• Electric Car Scheme

Why work for us

We provide a supportive work environment and are committed to maintaining a healthy work/life balance for all of our employees. Working for William Reed means that you will be joining a stable organisation that is committed to developing its employees and brands.

We warmly welcome and encourage applications from talented individuals of all backgrounds and characteristics.

If you need any support in accessing this opportunity, please do not hesitate to discuss this with us.