Customer Success

Job Specification: Customer Success & Business Growth Manager -Retail Marketing
Job Title: Customer Success & Business Growth Manager
Department: Client Services
Reports To: Business Unit Manager
Location: Johannesburg, South Africa
Work Environment: Onsite
Employment Type: Full-Time

Purpose of the Role
The 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 Responsibilities
Client & Project Management

• Serve 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 Management

• Identify 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 deliverables
• High quality and accuracy of all outputs
• Strong client satisfaction, retention, and engagement
• Revenue growth from existing accounts (upselling, cross-selling, budget expansion)
• New business opportunities identified and closed
• Expanded scope and additional services implemented per client
• Clear, efficient communication with clients and internal stakeholders
• Effective workflow, project tracking, and issue resolution

Required Knowledge, Skills & Experience

• Bachelors degree in Marketing, Media, Advertising, Design, or a related field
• Minimum 6 years of experience in customer success, account management, studio operations, production management, or retail marketing
• Proven ability to manage high-volume, multi-channel campaigns (digital, print, in-store, mobile)
• Strong project management skills within creative, marketing, or retail environments
• Familiarity with production workflows, campaign execution, and traffic management
• Experience with in-house agencies, retail media, or shopper marketing is advantageous
• Proven track record of driving revenue growth through upselling, cross-selling, scope expansion, or new client acquisition
• Strong commercial acumen with the ability to sell value, demonstrate ROI, and increase client budgets
• Excellent communication, presentation, and relationship-building abilities
• Strong attention to detail and ability to meet deadlines under pressure
• Ability to collaborate effectively with cross-functional teams

Behaviours & Attributes

• Positive, can-do attitude with a focus on execution and delivery
• Highly organised with strong attention to detail
• Ability to adapt to shifting priorities and work efficiently under pressure
• Self-driven with a willingness to learn and grow
• Strong interpersonal skills and commitment to maintaining positive stakeholder relationships
• Team-oriented, approachable, persistent, and solution-focused
• Relationship management and consultative selling mindset
• Proactive, self-motivated, and results-driven