Company Description Are you an experienced CS professional with Marketing flair who likes Data, Reporting and Process Management and Digital Marketing Automation? Are you ready to join a dynamic, innovative company experiencing hyper growth in one of the fastest growing markets out there? Then we want to talk to you eSIM Go is disrupting the telecom sector, bringing a new wave of innovation to an unlimited number of organisations, ranging from global Enterprises through to regional and local propositions. Whether they are increasing their ancillary revenue stream, brand proposition or consumer loyalty, our customers recognise the value and importance of delivering eSIM solutions to their consumers to ensure they remain connected wherever they are. Role Description Reporting to the Head of Customer Success this is a great opportunity for a motivated, detail-oriented, data and process-driven Customer Success Operations Manager who will use their previous experience within Marketing Automation to drive and manage the Tech Touch / Digital engagement process for our customers, supporting the processes underpinning the wider customer success team. This role will appeal to a confident self-starter, with a detailed understanding of Marketing automation principles, providing autonomy and the scope to excel within a new team. Responsibilities: Data-centric mindset: Using data and insights to craft and evolve a segmented approach to increase product engagement. Creating and testing hypotheses to drive commercial success. Digital engagement programme (tech touch): Lead the research, planning, coordination and execution of the tech touch CS programs to drive on-boarding, engagement and growth of two key but distinct customer profiles. Digital Marketing automation: Responsible for the development and execution of the tech-touch customer-facing email engagement and education programmes using Hubspot. A/B Testing and Optimisation: Implement A/B testing strategies to test different email elements (subject lines, content, CTAs, etc.). Analyse results and apply learnings to refine and improve programme performance. CRM Management: Ability to set up emails and workflows in Hubspot, creating and maintaining landing pages & forms, using workflows, best practices and maintaining a high-quality standard for the HubSpot database with regular cleaning Segment Ownership and accountability: Take charge of the Tech Touch customer segments, working with HubSpot to devise strategies to propel digital success and satisfaction. Usage and growth metrics: Accountability and ownership of usage and engagement data metrics to ensure company-wide visibility and understanding of product success Cross-Functional Collaboration: Collaborate harmoniously with CS, Marketing, Sales, Product and Support teams to ensure alignment and drive the successful growth of the affiliate segment. Customer journey mapping: Ensuring customer journeys are constantly evaluated and refreshed in line with the principles of continuous improvement, driving improvements to the customer experience. Continuous improvement & optimisation: Play a critical part in the joint ownership of the tech touch customer journeys, testing hypotheses and creating measures to understand, learn and drive the continual improvement of our commercial strategy. Customer Engagement: Planning, executing and reporting on workflows for affiliates in the areas of onboarding and product adoption/engagement, working in partnership with our Marketing team Personas and Segmentation: Identifying and managing customer personas, driving product engagement through effective segmentation Requirements: At least 2 years of experience delivering a successful one-to-many / tech-touch CS approach. Previous experience managing CS or Sales operations, process, workflow, analysis and reporting. At least 1 year of experience delivering and managing marketing automation programmes across multiple segmentations Strong analytical skills to identify trends and opportunities to improve customer growth and retention Proficiency in CRM software (Hubspot) alongside CS tooling Ability to multitask and prioritise in a fast-paced environment A proactive mindset with the ability to anticipate customer needs and deliver relevant solutions. Confidence to advocate for the needs of customers, working alongside a cross-functional team Expertise in the continual evolution and improvement of the customer journey Proficiency in English with excellent written communication skills. Time management and planning skills Understanding or interest in innovation, including the use of AI to drive efficiencies. Excellent communication and interpersonal skills Positive attitude and willingness to go above and beyond for customers Previous experience within Digital Marketing is excellent Relevant market knowledge is a strong advantage (Affiliate marketing, telecoms and/or travel) Desirable: Experience of working in a B2B2C environment and/or previous experience of working across B2B and B2C. Experience of working in a usage/consumption based revenue model Company Benefits Generous leave package: 25 days Annual Leave plus bank holidays, Life Events days for moving house, first days at school etc, Charity Days to give back and additional time off for personal appointments Enhanced maternity/paternity/adoption leave Discount platform to help your money go further: Cycle to work scheme, Tech/Furniture buying schemes, money off days out, gift cards. Salary Sacrifice pension scheme Private Medical Insurance for you and your family Regular Company Events Flexible working and remote Company freebies and money off of equipment to buy Life Assurance Uncertain if you possess all the required qualifications? Go ahead and submit your application—let us be the judge Studies indicate that women and individuals from underrepresented groups often hesitate to apply for positions when they believe they may not fulfil every requirement, even when they actually do. Our philosophy is centered on providing everyone an equal opportunity to showcase their capabilities. Join eSIM Go and be part of a passionate team that's driving the future of mobile telecommunications. If you're ready to make a significant impact in the telecommunications industry, apply now and become an integral part of our exciting journey with eSIM technology.