Digital Customer Success Specialist

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Description

Expat.com is the leading multilingual platform dedicated to life abroad. It provides informative content, networking facilities, and premium services to help those who are living or wishing to live abroad, helping them to make their expat project a success.

With over 3 million members, and available in 5 different languages (English, French, Spanish, Italian, and Portuguese), Expat.com is the most active online expat community.

As Expat.com is a growing company, we are currently recruiting for a full-time Digital Customer Success Specialist to join our team in Port-Louis, Mauritius.

Mission

The Digital Customer Success Specialist will support the Sales Team to manage the customer journey (pre and post-sales process) and ensure clients' satisfaction and retention.

Responsibilities

Campaign planning

- Assist Sales Team with clients' campaign simulation (pre-sales)

- Set up all advertising campaigns for our clients: liaising with clients to receive all campaign material, traffic management, campaign creation

- Advising clients on how to conceive effective material for their advertising campaign

- Validate incoming Premium accounts on our Business Directory and dealing with accounts' upgrade

Marketplace management

- Manage integration of services and partners on the marketplace: prepare briefs for clients and internal team, liaise with relevant departments to ensure smooth and on-time integration

- Manage leads for our clients: follow up lead campaigns, lead review and validation, and reporting to clients

- Ensure a daily reporting and monitoring of marketplace's performance, by sectors and by partners

- Ensure a growing number of incoming leads by monitoring the marketplace revenues and implementing promotion campaigns (internal and external) and suggesting optimizations on services/partners pages

Reporting

- Analyzing customers' campaign data (through Google Ad Manager, Google Analytics and internal tracking system) and suggest improvements to campaigns

- Prepare and communicate reports to clients

- Provide global reports on ongoing advertising campaigns to Sales Team so as to plan customer renewal

Skills and competencies

Technical skills:

Excellent communication and interpersonal skills

At least 3 years of experience in the media and digital field

Well-organised

Knowledge of media advertising platforms

Be comfortable working with numbers and data

Personal skills: