Customer Success

Job Specification: Customer Success & Business Growth Manager -Retail MarketingJob Title: Customer Success & Business Growth Manager Department: Client Services Reports To: Business Unit Manager Location: Johannesburg, South Africa Work Environment: Onsite Employment Type: Full-TimePurpose of the RoleThe Customer Success & Business Growth Manager is responsible for managing and growing retail marketing client accounts while driving new business opportunities. This dual-role ensures clients receive exceptional service and measurable ROI, while the business benefits from upselling, cross-selling, expanding budgets, increasing scope, and demonstrating clear value.You will oversee the end-to-end delivery of campaigns, manage cross-functional collaboration, and act as the primary liaison between clients and internal teams to ensure objectives are understood, translated into actionable plans, and executed with excellence.Key ResponsibilitiesClient & Project ManagementServe as the main point of contact for retail marketing clients, providing guidance, updates, and strategic recommendations focused on value and ROI.Translate client briefs into clear deliverables and work closely with creative, production, and operational teams for successful campaign execution.Manage timelines, priorities, and resources to support on-time delivery of campaigns across digital, print, in-store, and mobile channels.Oversee workflow tracking and ensure all project information is accurately maintained in the management system.Facilitate effective communication between internal teams, suppliers, and external partners.Conduct quality checks to ensure deliverables align with brand guidelines, campaign requirements, and client expectations.Provide regular performance updates and insights to leadership and clients, highlighting results, ROI, and business impact.Identify risks, resolve issues, and optimise processes for continuous improvement.Build and maintain strong client relationships through proactive communication, reliability, and solution-oriented problem-solving. Business Growth & Revenue ManagementIdentify opportunities for upselling and cross-selling retail marketing services to maximize client ROI and expand account value.Proactively increase client budgets by demonstrating the tangible business value and ROI of additional services or expanded scope.Translate client needs into actionable service plans and value-driven proposals demonstrating measurable ROI, efficiency gains, and business impact.Drive client retention, ensuring renewals, minimizing churn, and maximizing lifetime value.Expand client engagement scope by introducing new services, campaigns, or strategies aligned with client objectives.Proactively prospect and pitch new retail marketing clients, leading discovery calls, proposals, and closing deals.Maintain accurate client and revenue tracking, reporting on KPIs such as revenue growth, budget expansion, retention, upsell/cross-sell conversion rates, and new business closed. Key Performance Indicators (KPIs)On-time delivery of campaigns and client deliverablesHigh quality and accuracy of all outputsStrong client satisfaction, retention, and engagementRevenue growth from existing accounts (upselling, cross-selling, budget expansion)New business opportunities identified and closedExpanded scope and additional services implemented per clientClear, efficient communication with clients and internal stakeholdersEffective workflow, project tracking, and issue resolution Required Knowledge, Skills & ExperienceBachelors degree in Marketing, Media, Advertising, Design, or a related fieldMinimum 6 years of experience in customer success, account management, studio operations, production management, or retail marketingProven ability to manage high-volume, multi-channel campaigns (digital, print, in-store, mobile)Strong project management skills within creative, marketing, or retail environmentsFamiliarity with production workflows, campaign execution, and traffic managementExperience with in-house agencies, retail media, or shopper marketing is advantageousProven track record of driving revenue growth through upselling, cross-selling, scope expansion, or new client acquisitionStrong commercial acumen with the ability to sell value, demonstrate ROI, and increase client budgetsExcellent communication, presentation, and relationship-building abilitiesStrong attention to detail and ability to meet deadlines under pressureAbility to collaborate effectively with cross-functional teams Behaviours & AttributesPositive, can-do attitude with a focus on execution and deliveryHighly organised with strong attention to detailAbility to adapt to shifting priorities and work efficiently under pressureSelf-driven with a willingness to learn and growStrong interpersonal skills and commitment to maintaining positive stakeholder relationshipsTeam-oriented, approachable, persistent, and solution-focusedRelationship management and consultative selling mindsetProactive, self-motivated, and results-driven