Website Elite Exhibitions
Building communities via focused events & digital platforms
Job Seniority: Function Specialist
Job Function: Member Services
As Customer Success Manager, you will play a crucial role in the success of our brand new membership platform by building strong relationships with Members, becoming their main point of contact and their voice within the company. Your goal will be to engage and retain existing members, keep churn rate to a minimum and build a vibrant, active and engaged community.
To be successful in this role you must be passionate about customer success, have confidence to regularly pick up the phone and talk to Members, be a team player, have outstanding collaboration skills and be confident in being the voice of members internally to ensure the product offering is continually giving value to members.
Role & Responsibilities
Partner with team leaders to drive engagement and adoption of the platform and promote retention and loyalty amongst Members
Conduct regular check-ins with Members to maintain high levels of engagement and customer satisfaction, increasing customer retention
Identify member churn risks and work with the wider team to create and execute plans to proactively eliminate that risk
Partner with team leaders to represent the voice of members internally, sharing process improvements and feedback with the goal to improve the membership offering and to drive growth
Manage renewal process of all members
Take responsibility for the entire Membership journey, managing all Membership services and engagement, driving Membership growth and ensuring maximum retention
Design, implement and manage effective Membership processes and fulfilment that champion high levels of customer service
Act as the primary contact for Members beyond the day-to-day administration
At least 2 years experience in a similar role with a proven record of successfully impacting customer retention
Confidence in picking up the phone and speaking to people all over the world
Excellent interpersonal skills and the ability to guide change and motivate various stakeholders, supported by good communication, presentation, and influencing abilities
Fantastic organisation skills
Ability to build strong personal relationships with a wide variety of people
Proactive and able to take ownership of your own work schedule
Hard working, process driven and hands on
Ready to throw yourself into the role as soon as you start and take full ownership of it from the outset.
£30,000 – £35,000 salary plus target related bonuses
23 days holiday, bank holidays, generous Christmas leave and your birthday off after year 1.
We’re working remotely right now and have adapted our social and benefit offering to a digital world, but when we’re back in the ‘new normal’ you can expect:
Flexible working hours and blended remote/office working
Healthy team lunch provided weekly
Summer & Christmas parties
Opportunity to travel internationally (Europe & North America)
Ad-Hoc perks including team nights out, massages, lunches/dinners and anniversary gifts
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