Digital Success Operations Manager - Remote
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. Our customers recognise the value and importance of delivering eSIM solutions 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.
* Digital engagement programme (tech touch): Lead the research, planning, coordination and execution of the tech touch CS programs to drive onboarding, engagement and growth of two key 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 and analyse results to refine programme performance.
* CRM Management: Set up emails and workflows in Hubspot, maintain landing pages & forms, and ensure a high-quality standard for the HubSpot database.
* Segment Ownership: Take charge of the Tech Touch customer segments, devising strategies to propel digital success.
* Usage and growth metrics: Own usage and engagement data metrics for company-wide visibility of product success.
* Cross-Functional Collaboration: Collaborate with CS, Marketing, Sales, Product and Support teams to ensure alignment and drive growth.
* Customer journey mapping: Evaluate and refresh customer journeys in line with continuous improvement principles.
* Continuous improvement & optimisation: Jointly own the tech touch customer journeys, testing hypotheses and creating measures for improvement.
* Customer Engagement: Plan, execute and report on workflows for affiliates in onboarding and product adoption/engagement.
* Personas and Segmentation: Identify and manage customer personas to drive product engagement.
Requirements:
* At least 2 years of experience delivering a successful one-to-many / tech-touch CS approach.
* Experience managing CS or Sales operations, process, workflow, analysis and reporting.
* At least 1 year of experience managing marketing automation programmes.
* Strong analytical skills to identify trends and opportunities for customer growth and retention.
* Proficiency in CRM software (Hubspot) alongside CS tooling.
* Ability to multitask and prioritise in a fast-paced environment.
* Proactive mindset with the ability to anticipate customer needs.
* Confidence to advocate for customers' needs.
* Expertise in the continual evolution 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 a plus.
* Relevant market knowledge is advantageous (Affiliate marketing, telecoms and/or travel).
* Experience in a B2B2C environment is a plus.
* Experience in a usage/consumption based revenue model.
Company Benefits
* Generous leave package: 25 days Annual Leave plus bank holidays, Life Events days, Charity Days and additional time off for personal appointments.
* Enhanced maternity/paternity/adoption leave.
* Discount platform for various benefits.
* Salary Sacrifice pension scheme.
* Private Medical Insurance for you and your family.
* Regular Company Events.
* Flexible working and remote options.
* Life Assurance.
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.
#J-18808-Ljbffr