Retention & Customer Success Manager Job in United Kingdom Recruiting by Add to Event

Add to Event is an award winning startup that has helped to find suppliers for over 100,000 events, ranging from birthday parties to large corporate events for the likes of The BBC, Accenture and JP Morgan. Our innovative marketplace makes it incredibly easy to find whatever you need for your event, from giant tipis to woodfired pizza caterers. But don’t just take our word for it, check out our .

We envision a world where anyone can organise their dream event. In minutes, not months. We believe that we can radically simplify the process of finding, booking and managing event suppliers which will lead to better events throughout the world, from fantastic festivals to wonderful weddings.

Our aim is to create a workplace where talented employees who believe in our mission are able to have an impact and grow from day one. Research tells us that some people may need to see 100 per cent of themselves in the job description before applying. Please don’t let that hold you back. We would love to hear from you whatever the experiences that have brought you to this point.

We're keen to find someone as passionate about customer success as us, to join the team on a full-time fixed term contract, minimum of 4-6 months, with potential for a full-time permanent role. We're a fully remote business, but meet in person four times a year for our two day retreats, so looking for someone UK based.

The role

We have big ambitions to allow anyone, anywhere to find the perfect suppliers for their event and to do that, we need to help the whole industry to successfully use our platform. In this role, you will significantly contribute the Growth team to scale our retention and customer success efforts by understanding, ideating and running new methods of retaining users on our platform and contribute to wider growth targets.

As a self-starter, you will take ownership of our retention and customer success channels to ensure our event suppliers are using the platform to it’s full potential. Therefore, the ability to continually seek out an understanding of the customer experience, the pain points and be able to creatively devise solutions to these are key. You will have the opportunity to experiment and test methods of retention and customer success and look into way to scale and optimise these, we encourage creative data led ideas and you will have the autonomy from day one to run with these.

Confidence maintaining dashboards and reporting are also important, both to be able to understand the impact and success of initiatives but also to be able to hone and optimise on the go as well as contributing into the wider growth dashboards to ensure we’re all aligned.

You should have a passion for all things customer experience related, a love of the small businesses you’ll be working with and a genuine interest in helping people to grow their events business through Add to Event.

Responsibilities

• Ideate and execute a best-in-class strategy to drive retention and customer success initiatives to retain and bring customers back onto the platform
• To continually understand the evolving customer experience and their pain points and work to creatively solve those issues through education, product improvement, feedback and working with the community
• Develop a deep understanding of the major pain points of our customer based based on customer segments and created personalised paths of feedback and help
• Continue to iterate nuanced segments of our user base in order to tailor experiments specifically to them
• To get stuck in with retention challenges and be continually optimising processes, re onboarding, communications and incentives
• Take ownership of day-to-day management of experiment results and monthly reporting in order to optimise performance and feed insights back to the team
• Support with wider customer initiatives and wider growth initiatives, be the voice of the customer in cross departmental discussions such as product and engineering planning

Requirements

• Experience with B2B customer engagement

• Demonstrable success in retention and customer success and running innovative experiments that exceed target goals
• Ability to quickly understand the customer experience and pain points and experience solving these issues
• Ability to craft concise and effective messaging or education pieces that are personalised to the customers issues
• Demonstrable experience planning and executing experiments across multiple types of customer segments or types
• Ability to confidently advocate for the customer and present findings and developments
• A pro-active and motivated attitude with a ‘get stuck in’ mentality
• Excellent project management skills with experience supporting cross-functional projects
• Excellent analytical skills and the ability to craft actionable insights from complex data
• Ability to work in a dynamic and changeable environment
• Ability to multi-task, prioritise, and manage time effectively

Benefits

• Work hard, take breaks - 25 days annual leave plus bank holidays

• Flexible working - we are a remote-first organisation believing in asynchronous working practices. You won't find back-to-back Zoom meetings here!
• Company pension that allows you to save for the future
• We’ll hook you up with a MacBook, and any other accessories you need to do your best work
• Learning and development personal fund - we fully support your professional development, whether that's paying for new tools, books, courses or coaches
• Access perks and benefits through our Charlie HR platform for great savings and experiences
• We offer Vitality Healthcare cover and all it’s perks
• We're a small team but a social bunch! Every week kicks off with our Monday Huddle and ends in our Friday Virtual Social. We also bring the team together in person a few times a year at our company retreats, packed with workshops and the chance to meet suppliers in person, and experience their creations first hand!

Statement of Diversity and Inclusion:

Diversity and Inclusion is a priority for us all at Add to Event. We are committed to cultivating a fair and healthy working environment, where our employees can be themselves and thrive in their work. We treat one another with humility, respect and dignity at all times.

As a remote first business, we have a flexible and collaborative approach to all aspects of our work. As such, we are open to discussions about flexible working for all our employees. If you are the right person for us, we will do our very best to make it work for you.

We work to ensure that our recruitment processes are as inclusive as possible to everyone. This includes making adjustments for people who have a disability or long-term condition. If you would like us to make adjustments during the application process, please contact us at [email protected]