Company Description

W360 Group is a forward-looking company focused on building digital products and solutions for our clients. We strive to innovate and deliver exceptional results, tailoring our services to meet the unique needs of each client. Our company is dedicated to providing cutting-edge digital solutions to stay ahead in the rapidly evolving market.

Role Description

This is a full-time hybrid role for the Head of Customer Success and Growth (Digital Marketing), who will be responsible for leading customer success initiatives, driving customer retention and satisfaction, and managing customer accounts. The role also includes analyzing customer data to improve processes and develop strategies for customer growth and engagement. Strong communication and leadership skills are essential to collaborate effectively with both clients and internal teams.

Key Responsibilities

Customer Success and Growth Leadership:

• Act as the primary advocate for clients, ensuring alignment of services with their business goals.
• Develop and execute customer success strategies to enhance client satisfaction, retention, and growth.
• Identify and capitalize on upselling and cross-selling opportunities to maximize client value.
• Provide clients with regular updates, performance reports, and insights that demonstrate ROI.

Project Management Team Oversight and Development:

• Lead, mentor, and manage the project management team to deliver client projects effectively.
• Drive change by introducing innovative tools, processes, and practices that improve team efficiency and project outcomes.
• Build a culture of continuous learning and development, offering regular feedback and training opportunities.
• Inspire the team with clear goals and foster alignment with broader organizational objectives.
• Monitor and enhance team performance, ensuring adherence to timelines and deliverables.

Strategic Planning and Execution:

• Collaborate with operational teams to design and implement holistic strategies tailored to client needs.
• Develop project roadmaps and ensure the alignment of strategies with measurable client outcomes.
• Refine strategic approaches using performance metrics, ensuring maximum ROI.
• Stay informed about industry trends to advise clients on innovative growth strategies.

Performance Monitoring and Optimization:

• Partner with operations teams to evaluate campaign performance using tools like Google Analytics and other dashboards.
• Present actionable recommendations to improve ongoing campaigns and future projects.
• Maintain and refine processes to ensure continuous improvement in project execution and customer success initiatives.

Qualifications and Skills Required:

• Proven leadership experience in customer success and project management within a digital or marketing agency setting.
• Strong expertise in managing projects with a focus on timelines, deliverables, and cross-functional collaboration.
• Demonstrated ability to drive organizational change and implement best practices.
• Exceptional client relationship management and communication skills.
• Analytical mindset with proficiency in performance metrics and project optimization strategies.
• Proactive problem-solving skills, thriving in dynamic and fast-paced environments.

Additional Notes:

• This role is pivotal in achieving the company’s objectives for customer satisfaction and business growth.
• The employee is expected to uphold the company’s standards and drive team and client success.