1. JOB TITLE:

Customer Success Manager

2. MAIN PURPOSE OF THE JOB:

The role of a Customer Success Manager is to plan, organise, staff, control and oversee frontline customer
relationships, realised revenue, opportunity generation, governance practice and the day-to-day operational
delivery of agreed parameters and/or contract terms. Working to achieve a highly effective & efficient service
to maximise customer satisfaction. It will require consistent frontline engagement within a marketing
environment and will typically cover Creative, Print, POS & Promotional Merchandise requirements.
Reporting to a Customer Success Director (CSD), you will form part of a frontline team responsible to
collectively deliver operational excellence & revenue growth, improve customer loyalty & satisfaction (CSAT),
enable increased customer lifetime value (CLV) and achieve excellent net promoter scores (NPS).

Key Performance Indicators (KPI’s):
• Customer Lifetime Value (CLV)
• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT).
• Delivery on-time & In Full (OTIF)
• Organic Revenue Growth & Profitability
• Efficiency & Effectiveness

3. DESCRIPTION OF FIELD OF DUTY (KPA’s):
• Stakeholder engagement (Collaboration & Communication).
• Fulfilment (Planning/Scheduling, Delivery).
• Operational execution (Staff, Customer Service, Controls, Technology Interaction, Reporting)
• Market Research (Innovation Initiatives)
• Risk Management & Compliance (Awareness & Mitigation)
• Client Retention (Relationships & Opportunity Generation

4. QUALIFICATION REQUIREMENTS:
Grade 12
Diploma and/or certification in related field

5. WORK EXPERIENCE:
3+ years’ experience in a similar role and/or industry
Customer service & people management experience advantageous.