Retail Customer Success Manager

Team Internet; London; Remote; GBP 40,000 - 55,000; Full time

Job summary

A leading company in the online services industry is seeking a Retail Customer Success Manager. This role focuses on enhancing customer satisfaction for domain name investors through account management, support, and upselling strategies. The ideal candidate will have a customer-centric attitude, strong communication skills, and experience in the domain industry. Join a collaborative team that values individuality and offers a flexible work environment.

Benefits

Flexible working environment

Collaborative team culture

Opportunities for growth

Qualifications

• Experience in a customer-facing role, ideally in the domain industry.
• Strong communication skills and ability to handle complex issues.

Responsibilities

• Engage with retail customers and provide high-quality support.
• Develop and deliver onboarding and education programs.

Skills

Customer-centric attitude

Problem solving

Strong communication skills

Organisational skills

Tools

CRM software

POS systems

Job description

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Retail Customer Success Manager

Department: Commercial

Employment Type: Full Time

Location: UK or Germany

Reporting To: Matthias Pons

Description

The Retail Customer Success Manager is responsible for delivering an exceptional experience for retail customers, with a particular focus on domain name investors. The role involves understanding customer needs, account management, and providing high-quality support. This role also includes identifying and upselling additional products and services relevant to the customers you manage, whilst working closely with sales, support and the commercial teams to enhance customer satisfaction and to boost revenue.

Based on the location of the role, the role will be based in a country where we have an existing payroll setup. We are a flexi-first business and value in-person collaboration and make an effort to get together when and where makes the most impact.

Key outcomes of the role

Customer Interaction:

• Engage with retail customers, including domain name investors, via multiple channels (chat, email, phone)
• Address customer inquiries, assist with purchases, renewals, and other issues
• Provide specialised support for domain investors, covering portfolio management, valuation, and market trends
• Identify if customers are using competitors and work with them to consolidate their portfolio at one of our in-house Registrars like Moniker
• Manage the community of domain investors by engaging with them (on behalf of the brand) on domain investor forums like NamePros, internal feedback forum etc
• Represent the brand at domain investor centric conferences with the goal of meeting existing customers and engaging with prospects

Onboarding and Education:

• Develop and deliver onboarding and education programs, including demonstrations on domain tools and investment strategies
• Ensure customers understand and benefit from products and services

Issue Resolution:

• Address customer complaints and issues efficiently, providing expert support for domain-related challenges
• Collaborate with internal teams to resolve issues

Customer Feedback:

• Gather and analyse customer feedback to improve products and services
• Relay insights to product and operations teams

Cross-Selling and Upselling:

• Identify opportunities to recommend additional products or services to meet customer needs particularly for domain investors

Customer Relationship Management:

• Build long-term relationships through personalised service, regular check-ins, and updates.
• Maintain CRM records of interactions and updates

Retention and Loyalty Programs:

• Assist with loyalty programs and special offers to drive repeat business and loyalty

Transition Strategy:

• Identify potential retail customers for transition to Brand Services
• Develop strategies for smooth transitions with personalised outreach and support

Collaboration with Teams:

• Work closely with sales, marketing, and product teams to resolve customer issues and align strategies
• Coordinate with Brand Services for effective customer handover

Data Management:

• Keep accurate records of interactions, purchases, and support tickets in CRM systems
• Track customer satisfaction and engagement metrics

Training and Development:

• Stay updated on industry trends and domain investing knowledge
• Pursue ongoing training to improve customer support skills

About you

• Have a passion for customer success
• Bring demonstrable experience in a customer facing role, ideally with domain industry experience
• Enjoy a fast-paced environment
• Problem solving mindset with a positive attitude towards helping customer and facilitating successful transactions
• Sales-driven with the ability to identify cross-selling and upselling
• Be curious, research, and ask questions
• Be result and target driven
• Strong communication skills - both in person and over the phone - with the ability to handle high pressure situations, complex concepts and resolve customer issues clearly
• Have exceptional organisational skills and attention to detail, with the ability to manage multiple customer interactions and transition processes
• Be a creative thinker, always thinking "how can we"
• Show a strong desire to succeed and make a difference

Experience and skills that will help you succeed

• Customer-centric attitude with a focus on building long-term relationships and exceeding customer expectations
• Familiarity with domain registration, transfer processes, and domain management tools
• Proficient in POS systems, CRM software, or other customer management tools

What's in it for you?

There are many reasons to come on board our team of talented professionals, but here are just a few...

• Made from different but connected brands and services, we work collaboratively with passion and open minds to harness our collective strength and diversity - making the impossible, possible
• We prioritise individuality, open communication and sustainable scaling strategies that allow us to grow together while keeping the originality of each brand and team member intact
• We're big believers that having the right people to get the job done is more important than where you are and encourage our teams to decide their ways of working
• Because our company spans so many locations, languages and disciplines, we avoid enforcing unproductive, one-size-fits-all corporate guidelines
• We offer a great work environment in an internationally successful enterprise in the online services industry

If you need assistance completing an application for a position with us or need us to make any reasonable adjustments, please reach out to our Recruiting Team at [e-mail]