1. JOB TITLE: Customer Success Manager 2. MAIN PURPOSE OF THE JOB: The role of a Customer Success Manager is to plan, organise, staff, control and oversee frontline customer relationships, realised revenue, opportunity generation, governance practice and the day‑to‑day operational delivery of agreed parameters and/or contract terms. Working to achieve a highly effective & efficient service to maximise customer satisfaction. It will require consistent frontline engagement within a marketing environment and will typically cover Creative, Print, POS & Promotional Merchandise requirements. Reporting to a Customer Success Director (CSD), you will form part of a frontline team responsible to collectively deliver operational excellence & revenue growth, improve customer loyalty & satisfaction (CSAT), enable increased customer lifetime value (CLV) and achieve excellent net promoter scores (NPS). Key Performance Indicators (KPI’s): Customer Lifetime Value (CLV) Net Promoter Score (NPS) Customer Satisfaction Score (CSAT) Delivery on‑time & In Full (OTIF) Organic Revenue Growth & Profitability Efficiency & Effectiveness 3. DESCRIPTION OF FIELD OF DUTY (KPA’s): Stakeholder engagement (Collaboration & Communication). Fulfilment (Planning/Scheduling, Delivery). Operational execution (Staff, Customer Service, Controls, Technology Interaction, Reporting). Market Research (Innovation Initiatives). Risk Management & Compliance (Awareness & Mitigation). Client Retention (Relationships & Opportunity Generation). 4. QUALIFICATION REQUIREMENTS: Grade 12 Diploma and/or certification in related field 5. WORK EXPERIENCE: 3+ years’ experience in a similar role and/or industry Customer service & people management experience advantageous. #J-18808-Ljbffr