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Head of Client Success

Ozow

Ozow

Customer Service
Cape Town, South Africa
Posted on Tuesday, June 4, 2024

What to expect

We are looking for a Head of Client Success to join our commercial team. The Head of Client Success leads and oversees activities of the entire client success management team. He/she expands and maintains relationships with strategically important and large clients and is accountable for formulating and executing merchant retention, protection and growth strategy through relationships, data and insights. Assigned to the highest-value key Customers, the Head of Client Success is responsible for assigned strategic account targets and sales quota.

The Head of Client Success will analyse the competitor landscape and keep ahead of the game. You will understand the market and products and carve the pathways to growth and expansion. You will co-ordinate a high performing sales force, which is led by independent thinkers and provide support and guidance to them to meet their objectives.

The Head of Client Success represents the whole spectrum of the business’s products and services to the assigned Customers. He/she also leads key account planning and ensures that all assigned customer accounts within the department are catered for and that their needs and expectations are met by the business.

Ultimately the Head of Client Success will be responsible for representing a specific vertical in Business Intelligence within high-profile accounts.

Responsibilities

  • Drive sustainable and profitable growth for key accounts:
    • Achieve channel fiscal sales goals working with the Customer and Ozow Client Success Team to set sales targets, track performance, and address business needs.
  • Drive strategy:
    • Be the point person developing strategy for the Ozow Client Success portfolio and translating those strategies to each individual Customer, both short- and long-term, constantly monitoring current business while applying a clear direction on the path for growth.
  • Build portfolio strength:
    • Leverage portfolio scale to pursue and create unique opportunities for Ozow. Share best practices and pursue synergies were possible. Lead contact to escalate and communicate portfolio wide issues.
  • Maximise growth of individual accounts:
    • Work closely with the Client Success teams to ensure that the Customer strategies are incorporated at Ozow execution level. In addition, ensure that Client Success teams:
      • Coordinate with Customers to develop growth strategies
      • Partner with the rest of the Ozow business to guide effective planning and allocation of resources across sampling, marketing, and activation. Leverage learnings across the portfolio.
      • Maximize big launches with best possible marketing plans and appropriate support from the Customer
      • Understand and leverage key new account levers, such as smart sampling, to ensure the full suite of Ozow products are maximizing filling the funnel with new customers
      • Manage overall Ozow activity to drive volume and ensure this is aligned to the account plan
      • Drives Integration & Acceleration of Ozow business with Customer
    • Drive a relational approach to market:
      • Work with Client Success Leads and with the team to meet customer’s evolving expectations in an omni-channel environment and, at the same time, continue to evolve Ozow’s go-to-market strategies to fully capitalize on the strengths of the channel.
    • Drive cross-functional alignment between customer and Ozow:
      • Work closely with the teams for Product, Support, and marketing to further integrate corporate strategic objectives, sales objectives, and marketing planning to capitalize on potential synergies, eliminate overlaps, and maximize the potential of each channel.
      • Works Effectively Across Accounts and Cross-Functional Groups within the business to Achieve Brand & Portfolio Objectives
    • Close collaboration with client account teams:
      • work closely Ozow Account teams to jointly develop strategies and tactics to capture the priority opportunities for customer. Leverage learnings across the portfolio.
    • Brand management and effective communication:
      • Point person between Ozow and Customer to communicate objectives and ensure executional alignment. Frequently interact and negotiate with both Ozow and Customer to reinforce strategy and sell innovative concepts which help drive business and provide results on programs.

Requirements

  • 6 – 10 years’ work experience in marketing and account management and/or business development.
  • Strong knowledge of account planning and programming.
  • Understanding of an open-sell environment as well as multi-channel marketing is required.
  • Digital marketing and e-commerce business experience preferred.
  • Extensive business acumen and financial ability, analytical thinker.
  • Excellent organizational skills, detail-oriented and ability to multi-task.
  • Self-starter with well-developed interpersonal and influence skills.
  • Strong written, verbal, and presentation-based communication skills.
  • Must be a brand advocate with the ability to foster collaborative working teams.
  • Must have a proven and successful track record in establishing strong and long-term Customer relationships, being able to retain the highest-value relationships.
  • A suitable candidate will also have an ability to lead, develop, and motivate a team of account managers, leading them to the achievement or even surpassing of goals/targets.
  • High proficiency in MS Word, PowerPoint, and MS Excel, which are necessary for the creation of visually and verbally engaging reports and presentations for the senior sales management, clients, key stakeholders etc.
  • Passion and genuine interest in consumer/market research as well as the insights that result from such analyses.
  • Ability to demonstrate an understanding of standard sales analyses and an ability to extract useful insights from raw data and information for the purpose of strategy creation, furthering key account agendas and enabling the achievement of goals and targets.
  • Committed and highly collaborative individual who values the input of colleagues and involves others in important decision making. He/she must demonstrate an ability to lead with a vision establishing a healthy working culture in his/her team.

In office perks

  • Healthy breakfast, lunches and snacks (Cape Town)
  • Healthy lunches and snacks (Johannesburg)
  • Monthly socials (Cape Town and Johannesburg)
  • On-site Barista (Cape Town and Johannesburg)
  • Ozow Library (Cape Town)
  • Ozow Playroom (Cape Town)
  • Birthday Leave

Perks for South African based employees

  • Medical aid subsidy (permanent staff)
  • Group Risk Insurance (permanent staff)
  • Paid annual leave
  • Employee Health and Wellness Assistance
  • Gym / Fitness sessions
  • Learning and Development opportunities
  • Mentorship programme
  • Community initiatives
  • Quarterly team retreats and annual company retreats
  • Employee gifting
  • Access to cutting edge technology

Our Employee Value Proposition

Join Ozow and become part of an elite force that challenges the ordinary and achieves the extraordinary. If you're driven to make an impact, embrace challenges, and seek unparalleled opportunities for growth, your journey starts here.

Ready to be exceptional? Apply now!

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