We are looking for a Senior Customer Success Manager to lead and grow customer success across the group.
This is a hands-on role. You will personally run onboarding and engagement for key accounts, design and run
the campaigns that keep partners engaged, and coordinate the account managers who deliver across our
markets.
This is a role for someone who is equal parts hands-on account manager, marketer and organiser. You can
run an excellent customer call and a tight, repeatable process, set the standard for customer success, and
build a campaign in the next moment. You will shape how thousands of partners across Africa experience our
brand and our beverages.
What you will do
Customer success across the group
• Own the customer success function across all our markets, and set the standard for how partners and
trade customers experience us.
• Build and run a consistent success rhythm across markets, covering onboarding, regular reviews,
renewals and escalations.
• Translate group strategy into market-level execution, and hold accounts to it.
• Track account health and engagement, and use the insight to keep relationships strong and growing.
Campaigns and engagement
• Plan, build and run customer-facing campaigns across the group, spanning trade activations, loyalty,
education and partnership initiatives.
• Own a group campaign calendar, coordinating timing, assets and execution across markets and local
teams.
• Design engagement strategies that keep partners active and coming back.
• Own campaign performance from brief through to measurement, and report on what worked and what
comes next.
Marketing and design
• Develop campaign concepts, copy and creative direction that bring our producers, brands and
beverages to life.
• Produce and art-direct marketing collateral across email, print, digital and presentations.
• Work hands-on in design tools to turn ideas into polished, on-brand assets quickly.
• Build and run email campaigns using campaign software, from audience segmentation to performance
tracking.
Account management, onboarding and engagement
• Personally own a portfolio of key accounts, running their onboarding, engagement and reviews yourself.
• Run excellent customer calls and a tight, repeatable success process, from first onboarding through to
ongoing engagement and growth.
• Get hands-on in your accounts to drive adoption, retention and portfolio share, rather than only
overseeing it.
• Coordinate the wider account-manager team across territories, setting priorities, cadence and account
plans, and modelling the standard you expect.
• Run account reviews, support the team, and hold quality on the work that reaches the customer.
Platform and insight (Beverageintelligence)
• Use Beverageintelligence as the operating layer for account health, engagement and reporting.
• Keep partner records, lists and activity accurate and up to date on the platform.
• Use data and analytics to track performance and demonstrate impact.
What you bring
Essential
• Proven experience in customer success, account management or a commercial role, ideally in beverage,
FMCG or hospitality.
• Demonstrable campaign experience, end to end, ideally across multiple markets or accounts.
• Hands-on marketing and design ability, able to concept, write and produce polished collateral yourself.
• Experience running email / mail campaigns using campaign software (e.g. Mailchimp, ActiveCampaign,
HubSpot or similar).
• Able to run an excellent customer call and a tight, repeatable onboarding and engagement process,
hands-on.
• Experience coordinating or leading distributed teams, and getting good work from people you don't
directly manage.
• Comfortable with data and platforms, using them to track account health and report on performance.
• Excellent written and verbal communication in English.
• Strong organisational and project-management skills, with the ability to plan and execute end to end.
• Based in (or willing to relocate to) Somerset West or Cape Town, and willing to travel frequently across
our markets.
Advantageous
• Knowledge of or passion for the wine, spirits or wider beverage industry (a recognised wine/spirits
qualification is a plus).
• Experience in hospitality, tourism or beverage distribution.
• Familiarity with video creation, graphic design or content tools.
• Experience working across African or emerging markets.
Who you are
• A natural relationship-builder who sets a high standard for how customers experience us.
• A storyteller and marketer at heart, as happy shaping a campaign as briefing it out.
• Hands-on by nature, you'd rather run the call and the process yourself than direct it from a distance.
• Self-driven and proactive, comfortable owning projects from idea to execution.
• Organised and detail-led, energised by creating order and momentum.
• A collaborative team player who fits a dynamic, innovative and energetic culture.
What we offer
• The opportunity to shape customer success for a growing, pan-African beverage business.
• A creative, varied role at the intersection of customer success, campaigns and marketing.
• A dynamic, supportive team and a brand with genuine purpose.
• Exposure to outstanding producers, brands and stories from South Africa and beyond.
How to apply; please send:
• A letter of motivation telling us your story, why this role, and what you bring
• Your up-to-date CV.
Email your application to info@undertheinfluence.co.za.