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    Director Brand Management, EMEA - London, United Kingdom - dotdigital

    dotdigital
    dotdigital London, United Kingdom

    3 weeks ago

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    Description

    Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients.

    Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work.

    At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas.

    Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

    Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys.

    With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data.

    Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale.

    With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

    We have an exciting opportunity for Senior Customer Success Director to join our growing global brand in our EMEA Customer Success team who are dedicated to retaining and growing existing EMEA customers.

    As a Senior Customer Success Director you will be responsible for the growth and retention of some of biggest clients.

    You will work closely with these accounts to help them achieve their goals, to ensure they are satisfied and engaged with our products and services whilst identifying, nurturing and closing revenue opportunities and renewal opportunities.

    Your greater experience means you will be natural leader and mentor in issues regarding customer success.

    You will build strong working relationships with your EMEA team members including assisting in the acquisition of new customers by providing case studies, references and new business sales.

    You will be a respected contributor in EMEA team meetings.

    Amongst your key responsibilities are proactively building relationships with customers, preparing and delivering QBRs, and connecting with key business executives and stakeholders to identify and manage commercial opportunities.

    You will report to the Head of Customer Success for Key Accounts .

    Serve as the primary relationship owner for an assigned group of customer accounts with responsibility for retention and growth.

    Own the customer sales process from discovery to close, including delivering a weekly forecast of projected revenue and churn from your accounts.

    Ensure customer health and happiness targets are met to mitigate risk of customer churn.
    ~ Onboarding, Support, CTS, Professional Services, Deliverability to scope out and deliver projects to drive customer success and ensure a seamless customer experience.
    Follow CRM best practices for your department.

    Must have a minimum of 4 years experience managing a customer portfolio, ideally within an ESP, CRM or Marketing cloud solution.

    Experience managing accounts throughout the full life cycle.
    Pipeline management and able to demonstrate growth YoY of accounts.
    Knowledge and experience with contracts and contract negotiations.
    Ability to prioritise multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations.
    Parental leave
    Medical benefits
    Paid sick leave

    As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

    Legal statement
    No agencies/recruiters please. Anything contrary will be treated as unsolicited approach under the applicable data protection law.
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