Customer Success&Business Growth Manager, Johannesburg

Job Specification: Customer Success&Business Growth Manager -Retail Marketing Job Title:

Customer Success&Business Growth Manager Department:

Client Services Reports To:

Business Unit Manager Location:

Johannesburg, South Africa Work Environment:

Onsite Employment Type:

Full-Time

Purpose of the Role The Customer Success&Business Growth Manager is responsible for

managing and growing retail marketing client accounts

while driving

new business opportunities . This dual-role ensures clients receive exceptional service and measurable ROI, while the business benefits from

upselling, cross-selling, expanding budgets, increasing scope, and demonstrating clear value . You will oversee the end-to-end delivery of campaigns, manage cross-functional collaboration, and act as the primary liaison between clients and internal teams to ensure objectives are understood, translated into actionable plans, and executed with excellence.

Key Responsibilities Client&Project Management

Serve as the

main point of contact

for retail marketing clients, providing guidance, updates, and

strategic recommendations focused on value and ROI .

Translate client briefs into

clear deliverables

and work closely with creative, production, and operational teams for

successful campaign execution .

Manage timelines, priorities, and resources

to support on-time delivery of campaigns across digital, print, in-store, and mobile channels.

Oversee

workflow tracking

and ensure all project information is accurately maintained in the management system.

Facilitate

effective communication

between internal teams, suppliers, and external partners.

Conduct

quality checks

to ensure deliverables align with brand guidelines, campaign requirements, and client expectations.

Provide

regular performance updates

and insights to leadership and clients, highlighting results, ROI, and business impact.

Identify

risks, resolve issues, and optimise processes

for continuous improvement.

Build and maintain strong client relationships through proactive communication, reliability, and solution-oriented problem-solving.

Business Growth&Revenue Management

Identify opportunities for

upselling and cross-selling

retail marketing services to maximize client ROI and expand account value.

Proactively

increase client budgets

by demonstrating the tangible business value and ROI of additional services or expanded scope.

Translate client needs into actionable service plans and

value-driven proposals

demonstrating measurable ROI, efficiency gains, and business impact.

Drive

client retention , ensuring renewals, minimizing churn, and maximizing lifetime value.

Expand client engagement scope by

introducing new services, campaigns, or strategies

aligned with client objectives.

Proactively

prospect and pitch new retail marketing clients , leading discovery calls, proposals, and closing deals.

Maintain accurate

client and revenue tracking , reporting on KPIs such as revenue growth, budget expansion, retention, upsell/cross-sell conversion rates, and new business closed.

Key Performance Indicators (KPIs)

On-time delivery of campaigns and client deliverables

High quality and accuracy of all outputs

Strong client satisfaction, retention, and engagement

Revenue growth from existing accounts (

upselling, cross-selling, budget expansion

)

New business opportunities identified and closed

Expanded scope and additional services implemented per client

Clear, efficient communication with clients and internal stakeholders

Effective workflow, project tracking, and issue resolution

Required Knowledge, Skills&Experience

Bachelors degree in Marketing, Media, Advertising, Design, or a related field

Minimum 6 years of experience in

customer success, account management, studio operations, production management, or retail marketing

Proven ability to manage high-volume, multi-channel campaigns (digital, print, in-store, mobile)

Strong project management skills within creative, marketing, or retail environments

Familiarity with

production workflows, campaign execution, and traffic management

Experience with in-house agencies, retail media, or shopper marketing is advantageous

Proven track record of

driving revenue growth

through upselling, cross-selling, scope expansion, or new client acquisition

Strong commercial acumen with the ability to

sell value, demonstrate ROI, and increase client budgets

Excellent communication, presentation, and relationship-building abilities

Strong attention to detail and ability to meet deadlines under pressure

Ability to collaborate effectively with cross-functional teams

Behaviours&Attributes

Positive, can-do attitude with a focus on execution and delivery

Highly organised with strong attention to detail

Ability to adapt to shifting priorities and work efficiently under pressure

Self-driven with a willingness to learn and grow

Strong interpersonal skills and commitment to maintaining positive stakeholder relationships

Team-oriented, approachable, persistent, and solution-focused

Relationship management and consultative selling mindset

Proactive, self-motivated, and results-driven

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