Retail Customer Success Manager

The Retail Customer Success Manager is responsible for delivering an exceptional experience for retail customers, with a particular focus on domain name investors. The role involves understanding customer needs, account management, and providing high-quality support. This role also includes identifying and upselling additional products and services relevant to the customers you manage, whilst working closely with sales, support and the commercial teams to enhance customer satisfaction and to boost revenue.

Key outcomes of the role:

• Customer Interaction: Engage with retail customers, including domain name investors, via multiple channels (chat, email, phone). Address customer inquiries, assist with purchases, renewals, and other issues. Provide specialised support for domain investors, covering portfolio management, valuation, and market trends. Identify if customers are using competitors and work with them to consolidate their portfolio at one of our in-house Registrars like Moniker. Manage the community of domain investors by engaging with them (on behalf of the brand) on domain investor forums like NamePros, internal feedback forum etc. Represent the brand at domain investor centric conferences with the goal of meeting existing customers and engaging with prospects.
• Onboarding and Education: Develop and deliver onboarding and education programs, including demonstrations on domain tools and investment strategies. Ensure customers understand and benefit from products and services.
• Issue Resolution: Address customer complaints and issues efficiently, providing expert support for domain-related challenges. Collaborate with internal teams to resolve issues.
• Customer Feedback: Gather and analyse customer feedback to improve products and services. Relay insights to product and operations teams.
• Cross-Selling and Upselling: Identify opportunities to recommend additional products or services to meet customer needs particularly for domain investors.
• Customer Relationship Management: Build long-term relationships through personalised service, regular check-ins, and updates. Maintain CRM records of interactions and updates.
• Retention and Loyalty Programs: Assist with loyalty programs and special offers to drive repeat business and loyalty.
• Transition Strategy: Identify potential retail customers for transition to Brand Services. Develop strategies for smooth transitions with personalised outreach and support.
• Collaboration with Teams: Work closely with sales, marketing, and product teams to resolve customer issues and align strategies. Coordinate with Brand Services for effective customer handover.
• Data Management: Keep accurate records of interactions, purchases, and support tickets in CRM systems. Track customer satisfaction and engagement metrics.
• Training and Development: Stay updated on industry trends and domain investing knowledge. Pursue ongoing training to improve customer support skills.

About you:

• Have a passion for customer success.
• Bring demonstrable experience in a customer facing role, ideally with domain industry experience.
• Enjoy a fast-paced environment.
• Problem solving mindset with a positive attitude towards helping customers and facilitating successful transactions.
• Sales-driven with the ability to identify cross-selling and upselling.
• Be curious, research, and ask questions.
• Be result and target driven.
• Strong communication skills - both in person and over the phone - with the ability to handle high pressure situations, complex concepts and resolve customer issues clearly.
• Have exceptional organisational skills and attention to detail, with the ability to manage multiple customer interactions and transition processes.
• Be a creative thinker, always thinking "how can we".
• Show a strong desire to succeed and make a difference.

Experience and skills that will help you succeed:

• Customer-centric attitude with a focus on building long-term relationships and exceeding customer expectations.
• Familiarity with domain registration, transfer processes, and domain management tools.
• Proficient in POS systems, CRM software, or other customer management tools.

What’s in it for you?

There are many reasons to come on board our team of talented professionals, but here are just a few... Made from different but connected brands and services, we work collaboratively with passion and open minds to harness our collective strength and diversity - making the impossible, possible. We prioritise individuality, open communication and sustainable scaling strategies that allow us to grow together while keeping the originality of each brand and team member intact. We’re big believers that having the right people to get the job done is more important than where you are and encourage our teams to decide their ways of working. Because our company spans so many locations, languages and disciplines, we avoid enforcing unproductive, one-size-fits-all corporate guidelines. We offer a great work environment in an internationally successful enterprise in the online services industry.