At a Glance
- Tasks: Manage relationships with creators and ensure their success in a dynamic environment.
- Company: Join a mid-sized media organisation focused on innovation and client satisfaction.
- Benefits: Comprehensive benefits, professional growth opportunities, and a supportive culture.
- Other info: Fast-paced role with autonomy and opportunities for career advancement.
- Why this job: Be the voice of creators and drive their success while making a real impact.
- Qualifications: 2+ years in customer success or account management with strong relationship skills.
The predicted salary is between 35000 - 45000 £ per year.
The Adult Content Account Manager will oversee client accounts within the media and agency industry, ensuring smooth operations and optimal performance. This role requires a proactive approach to managing relationships and delivering tailored solutions.
Client Details
Our client is a mid-sized organisation operating within the media and agency industry, offering specialised services to a global clientele. They are committed to delivering innovative solutions and maintaining high standards of client satisfaction.
Description
Creator Relationship Management
- Own and manage relationships with a portfolio of creators, serving as their primary point of contact.
- Build trusted, long-term partnerships through proactive communication.
- Lead creator onboarding/offboarding, ensuring a smooth transition into/out of the agency services.
- Conduct regular calls and check-ins with creators to understand goals, challenges, and opportunities for growth.
- Act as the voice of creators internally, advocating for their needs across operations, sales, marketing, and leadership teams.
- Manage and own the creator WhatsApp groups, using the four D's matrix to do, delete, delegate or delay.
Retention & Churn Management
- Own creator retention targets and proactively identify churn risks before they escalate.
- Develop and execute retention strategies to improve creator lifetime value and engagement.
- Monitor creator health metrics, engagement signals, satisfaction scores, and revenue trends to identify at-risk creators leaving.
- Work with the team to implement structured recovery plans for dissatisfied or disengaged creators.
- Analyse churn drivers and present recommendations to leadership on reducing attrition.
Revenue Growth & Upselling
- Drive revenue growth across the creator portfolio through upselling and cross-selling agency services.
- Identify opportunities to expand creator adoption of additional products, services, and monetisation channels.
- Partner with paywall and marketing teams to maximise creator lifetime value.
Creator Success Operations
- Ensure the creators are sent weekly to-do lists based on the delivery teams' requirements for content.
- Follow up with the creators to ensure content creation scores are improving.
- Establish and maintain scalable creator success processes, playbooks, and communication frameworks.
- Develop creator grouping strategies to ensure appropriate service levels across different creator tiers.
- Create and optimise workflows for onboarding, retention, escalation management, and creator engagement.
- Ensure CRM and creator records are consistently maintained and up to date.
- Ensure that the delivery teams are completing their Asana tasks based on the creators' requests within a timely manner.
Performance & Analytics
- Track and report on key creator success metrics including: Churn rate, Creator retention rate, Net Revenue Retention (NRR), Expansion revenue, Creator Lifetime Value (LTV), CSAT, NPS, Creator engagement scores, Creator content production.
- Produce regular performance reports and insights for leadership.
- Use data to identify trends, opportunities, and operational improvements.
Escalation & Issue Resolution
- Manage complex creator issues and escalations with professionalism and urgency.
- Resolve disputes, concerns, and service-related challenges while protecting long-term creator relationships.
- Coordinate resources to ensure timely issue resolution.
- Maintain high standards of creator communication during periods of change or challenge.
Profile
The Successful Applicant
Required Skills & Experience
- 2+ years' experience in Customer Success, Account Management, Creator Management, Talent Management or a similar client-facing role.
- Proven experience managing a large portfolio of clients or creators while maintaining strong relationships and high levels of satisfaction.
- Demonstrable experience improving client retention, reducing churn and driving account growth.
- Strong commercial mindset with experience identifying upsell and cross-sell opportunities.
- Excellent communication and relationship-building skills, with confidence leading calls and managing challenging conversations.
- Experience tracking and reporting on performance metrics such as retention, churn, CSAT, NPS, engagement and revenue.
- Highly organised with the ability to prioritise workloads and manage multiple stakeholders simultaneously.
- Experience using CRM systems and project management tools such as Asana or similar platforms.
- Strong problem-solving skills with the ability to proactively identify issues and implement solutions.
- Comfortable working in a fast-paced, high-growth environment with a high level of autonomy and ownership.
Job Offer
Comprehensive benefits package tailored to support employees' well-being. Opportunities for professional growth within the media and agency industry. An inclusive and supportive company culture that values individual contributions.
If you are ready to take on the challenge of becoming an Adult Content Account Manager, apply today to join a forward-thinking team in an exciting industry.
Adult Content Model Manager in Chessington employer: Michael Page
Join a dynamic mid-sized organisation in the media and agency industry that prioritises innovation and client satisfaction. With a comprehensive benefits package and a culture that fosters inclusivity and individual contributions, employees are encouraged to grow professionally while managing meaningful relationships with creators. This role offers the unique opportunity to thrive in a fast-paced environment, making a significant impact on creator success and retention.
StudySmarter Expert Advice🤫
We think this is how you could land Adult Content Model Manager in Chessington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Michael Page. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Michael Page before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Adult Content Model Manager in Chessington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Michael Page:Your cover letter is your chance to shine! Tell us why you want to work at Michael Page specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Michael Page!
How to prepare for a job interview at Michael Page
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
