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Accepting Applications Until
11 July 2025
Job Description
We are Global
At Global, we think big, work hard, and never stand still. We’re the proud home of the best media and entertainment, driven by our talented and passionate people. Our mission? To make everyone’s day brighter— our Globallers, our audiences, our partners, and our communities. Whether we’re in the studio, building world-class technology, or securing record Outdoor advertising partnerships, we make sure we’re doing it as a team.
Your new role
Are you driven by customer success and passionate about building exceptional customer experiences? Whether it's guiding a new advertiser to their first successful campaign or turning a satisfied client into an enthusiastic advocate, if you thrive in a collaborative, proactive environment focused on delivering excellent outcomes, this role is for you.
As a Customer Success Manager at Global, you'll be the primary point of contact for our digital client base, especially SMEs exploring radio and out-of-home advertising for the first time. You will play a crucial role in optimising customer experience, driving conversion rates, and ensuring advertisers achieve their goals through strategic guidance, proactive support, seamless execution and coordination across multiple teams, including Marketing, Technology, Community and Creative Services.
Key Responsibilities
Advertiser Onboarding and Enablement (20%)
- Guide new advertisers through seamless onboarding, training and activation.
- Share best practices tailored to each advertiser’s objectives, ensuring high conversion and satisfaction levels.
Customer Relationship Management (30%)
- Act as the primary point of contact for all interactions with Global's digital client base.
- Build and maintain trusted relationships with a portfolio of advertisers, particularly SMEs new to brand advertising.
- Represent the voice of the customer internally, bringing real users stories to life and providing actionable insights to enhance customer experience.
Driving Success Through the Funnel (25%)
- Monitor and optimise advertiser progress through key milestones (Registration, Campaign Planning, Checkout, Rebook and Referral) by regularly reviewing analytics, conducting personalised engagements and leveraging strategic outreach or targeted training.
- Identify and proactively address customer experience challenges, supporting retention, conversion and growth.
- Provide continuous guidance and strategic recommendations to optimise campaign conversion and retention.
Operational Excellence and Cross-Team Collaboration (15%)
- Coordinate closely with Marketing, Technology, Community and Support teams to enhance the overall customer experience.
- Maintain accurate CRM records for informed decision-making and to track customer experience improvements.
- Act as the liaison for Global’s managed creative services, ensuring efficient delivery and effective campaign outcomes for customers.
Advocacy and Community Engagement (10%)
- Foster customer advocacy, encouraging referrals, testimonials and community involvement, such as featuring advertisers in case studies or newsletters.
- Facilitate peer-to-peer learning through webinars, networking events and shared resources.
What You’ll Love About This Role
- Think Big: Shape comprehensive advertiser journeys, driving customer success and experience across Global’s estate.
- Own It: Manage customer relationships from onboarding through to long-term advocacy.
- Keep it Simple: Streamline complex processes to clearly deliver value and drive conversions.
- Better Together: Collaborate effectively with diverse teams to continuously enhance the customer experience and outcomes.
What Success Looks Like
In your first few months, you’ll have:
- Delivered exceptional onboarding experiences and fostered trusted relationships with advertisers.
- Demonstrated measurable improvements in customer conversion rates, retention and satisfaction.
- Mastered internal workflows, identifying and addressing customer experience pain points proactively.
- Successfully engaged advertisers, turning them into vocal advocates for Global’s services.
- Collaborated effectively across Marketing, Technology and Community teams to help optimise customer journeys.
What You’ll Need
- Proven experience managing client relationships and projects, particularly within SME-focused, dynamic environments.
- Excellent interpersonal skills, with a strong ability to build trust and rapport.
- Analytical mindset focused on driving conversions and optimising customer experiences through data-driven actions.
- Strong organisational and collaborative skills, capable of engaging cross-functionally with various teams to drive customer-focused results.
- Enthusiasm for creating exceptional customer experiences and driving measurable outcomes.
- Adaptable and proactive approach, effectively managing evolving client needs, campaign changes and product developments.
