Vacancies

Subpage Hero

26 Aug 2022

Head of Customer Success (Digital Marketing)


The Opportunity: 

Clarion’s Digital Marketing Division is the home of two market-leading brands Traffic & Conversion Summit & Affiliate Summit.

Affiliate Summit runs the biggest affiliate marketing events in the world, and attracts thousands of advertisers, networks, agencies and affiliates from the US and across the globe. Traffic & Conversion Summit is the biggest independent digital marketing conference in North America, we have a mind-blowing pedigree of speakers including Richard Branson and Arnold Schwarzenegger.

We don’t run your typical conference, so if you’re looking for a bunch of guys in grey suits, we might not be for you.  We bring together SMBs, bloggers, Instagram influencers and the world’s largest ecommerce brands.

Our Vegas show sells out every year (well it used to pre-pandemic), but we’re confident we can get back there pretty quickly, as you have probably seen EVERYBODY (including your granny) is now shopping online.

The pandemic has changed EVERYTHING. But as hard as this year has been, it has forced the digital marketing industry (and that includes us!)  to pivot and innovate in ways we’ve never seen before. We’re at a really exciting time of transformation in our business as we launch new content for the industry, and ultimately become even more customer-obsessed than ever before.

We are dedicated to promoting diversity, multiculturalism, and inclusion, and this is clearly reflected in all of our content and across all of our brands.

 

Key Responsibilities:

We are looking for an experienced Customer Success leader who has a vision for customer success and is passionate about building and leading teams that drive customer adoption, retention, growth, and overall success.

 

Team Management

  • Overall responsibility and management of the Customer Success team in the Digital Marketing division – this involves managing a team of 2 Customer Success Agents managing attendee inquiries, and 2 Customer Success Managers who are responsible for sponsor and exhibitor fulfilment.
  • Guide team in effective customer issues resolution and handle any escalations.
  • Lead by example, by taking a hands-on approach with customers, demonstrating to your team what best-in-class looks like both in terms of operational effectiveness and customer communication.
  • Create individual and team KPIs, training and an incentive programme to drive customer interaction and success.

 

Improving the Customer Experience

  • Optimise, manage and oversee all relevant execution processes, making the customer experience as smooth as possible, and at all times optimising for customer happiness.
  • Own relationship with Freshdesk – ensuring that we are using the technology to its full potential and delivering excellent customer outcomes.
  • Together with the Head of Sales, build key account plans for our most valuable customers.
  • Run telephone interviews with ‘Detractors’ from feedback surveys - listen to the dissatisfied customers and understand how we can improve based on their feedback
  • Hold programming, sales, operations and marketing leadership and teams accountable to commitments made to customers.

 

Data, Insight & Actions

  • Analysing customer helpdesk data to develop best practices and processes to deliver excellent outcomes for our customers.
  • Using customer helpdesk data to manage team workloads and create resourcing plans during peak times.
  • Proactively make recommendations using customer data or pain points that will improve products, processes or prevent issues.

 

Knowledge, Skills & Behaviours:

  • Proven track record in managing and scaling a diverse Customer Success team that is spread across multiple locations.
  • Strong leadership and coaching skills.
  • Technical expertise and experience working with customer support helpdesk such as Zendesk, Freshdesk or similar.
  • Support experience dealing with a high volume of tickets across multiple channels
  • (email, phone, chatbot).
  • Exceptional organizational, presentation, attention to detail and communication skills (both verbal and written).
  • Ability to multi-task, prioritize and manage time effectively.
  • Demonstrated ability to deal with change and be a team player
  • Willingness and eagerness to travel frequently
  • Passionate and knowledgeable about digital marketing 

About Clarion Events:

Clarion Events is one of the world’s leading event organisers, producing and delivering innovative and market-leading events since 1947. (https://clarionevents.com/welcome)

Clarion Events embrace diversity and equal opportunities in all that we do. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Clarion is private equity backed and owned by Blackstone. Blackstone is one of the world’s leading global investment funds, investing capital for the long term in order to build successful, resilient businesses. (https://www.blackstone.com/).

Our purpose is to deliver exceptional customer outcomes and experiences, by making every connection count. Our vision is we want every one of our products to be a market leader in customer satisfaction and delight.

 

To apply, please contact Tracey.Daniel@clarionevents.com

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