Customer Success Manager

Boardroom Appointments; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A client-focused marketing agency based in Cape Town is seeking an experienced client relationship manager. This role requires a minimum of 3 years in client management or digital marketing, with a critical emphasis on retail experience. The successful candidate must excel in communication, possess strong analytical skills, and have a proven track record in developing and executing marketing strategies. The position offers the opportunity to work collaboratively with clients to foster successful business outcomes and ensure client satisfaction.

Qualifications

• Minimum of 3 years of experience in client relationship management or digital marketing.
• Prior retail experience is essential.
• Exceptional written and verbal communication skills in English are required.

Responsibilities

• Build and maintain client relationships for successful execution of plans.
• Understand client needs and tailor solutions to meet requirements.
• Develop strategic media plans based on client direction.

Skills

Client relationship management

Digital marketing

Analytical mindset

Communication skills

Relationship-building

Tools

Google Analytics

CRM systems

Meta Business Suite

Job description

Key Responsibilities

• Build and maintain client relationships, fostering collaboration for flawless execution of plans.
• Understand client needs, objectives, and challenges, tailoring solutions to meet their specific requirements.
• Develop and implement strategic media plans based on client direction and media research.
• Synthesize information to guide campaign development and execution.
• Conduct audience research, analyze data, and utilize various technologies for optimal communication and campaign performance.
• Manage smooth onboarding of new clients, ensuring understanding of products and services.
• Oversee a portfolio of clients, ensuring their satisfaction and retention.
• Innovate and recommend media solutions to ensure client satisfaction and results.
• Analyze, understand, and interpret data to inform campaigns and draw decisive action points.
• Collaborate cross-functionally within the company for seamless support.
• Demonstrate expertise in the media landscape, producing sound strategies and proactive proposals.
• Resolve client issues swiftly and maintain rapport with internal and external teams.

Requirements

• 3+ years of experience in client relationship management, digital marketing, or a similar role.
• Must have retail experience, non-negotiable.
• Exceptional written and verbal communication skills in English.
• Strong relationship-building abilities with internal and external stakeholders.
• Analytical mindset, attention to detail, and understanding of business processes and client needs.
• Comprehensive understanding of the customer journey, CRM systems, Google Analytics, Tag Manager, and Meta Business Suite.
• Proficient in leveraging analytics tools for audience segmentation, targeting, and A/B testing methodologies.
• Demonstrated expertise in optimizing paid media campaigns and managing budgets to maximize Return On Ad Spend (ROAS).
• Skilled in data visualization, statistical analysis, and developing integrated marketing strategies.
• Experience in conducting competitive analysis and staying up-to-date with industry trends.
• Ability to manage multiple campaigns simultaneously in a fast-paced environment.

Preferred Skills

• Experience or knowledge in digital/performance marketing.
• Ability to apply an omnichannel mindset and integrate with client processes.
• Proficiency in creating and interpreting dashboards and reports.
• Knowledge of marketing automation platforms and integration within broader marketing campaigns.
• Proven ability to develop post-campaign analysis reports and monitor ROAS.
• Strong problem-solving skills and a proactive approach to client management.