Epsilon Hiring for Client Success Manager at Melbourne, Victoria, Australia Full Time

About Epsilon Retail Media Network

Epsilon Retail Media is the first platform to couple AI with person-first identity in the ad server, bringing people-based intelligence to retail media, enabling retailers and advertisers to exponentially grow their ability to drive sales while increasing brand loyalty.

Built on Epsilon’s core strengths, this platform further unites Epsilon’s existing suite of retail media solutions and CitrusAd under Epsilon Retail Media.

When you’re one of us, you get to run with the best. For decades, we’ve been helping marketers from the world’s top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Epsilon’s best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, messaging and loyalty solutions. We process 400+ billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon India is now Great Place to Work-Certified™. Epsilon has also been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. For more information, visit epsilon.com/apac or our LinkedIn page.

Why join us?

We are one global company made up exclusively of knowledgeable, passionate, and creative individuals with expansive experience coming together to reach shared goals.

Above all, we are committed to promoting diversity and inclusivity within the workplace. We want to ensure that no job applicant, temporary worker or employee receives less favourable treatment on the grounds of age, disability, gender and transgender status, race and ethnicity, religion and belief (including no belief), marriage or civil partnership status or sexual orientation.

Role Purpose:

The Client Success Manager role is an integral part of the team and is responsible for driving performance and sales support for our retailer partnership in APJ. This role is centered on supporting our retailer teams throughout the pre and post onboarding process. This includes managing the day-to-day support for our retailer partners, providing efficiency in the development and operational management. The position requires strong interpersonal skills to manage day-to-day client communication, a strategic mindset to help develop media recommendations and help to deliver the retailer’s goals.

Responsibilities and duties:

Retailer Relationship:

• Provide world-class service to our retail partners, manage the day-to-day communication and collaboration with external brands/suppliers and internal cross-functional team members.
• Establish and communicate timelines of deliverables with suppliers and brand teams.
• Present the platform through succinct and efficient demo’s as and when required.

On-Boarding Support:

• Support the build of all material creation campaign completion, bespoke presentations, marketing material.
• Ensure 100% accuracy with platforms such as ServiceNow, Domo etc.
• High-level of understanding key performance metrics and analytics to deliver confident feedback to the suppliers/retailers, as required (and as supported by the Analytics team)

Supporting Ongoing Client Success

• Support Suppliers with the campaign set up and optimization recommendations.
• Help to monitor overall campaign performance, where necessary, provide recommendations.
• Inform our retailer of their campaign status each month, if necessary, gather approvals from Business Lead and/or client on optimizations on improvements etc.
• Presenting the Epsilon proposition both internally to retailers and also externally to brands
• Drive revenue through supplier and retailer engagement to hit internal and external targets.

Overall, the Client Success Manager (CSM) is better understood as being adept in all areas of the retailer partnership. We empower our staff to manage all aspects of their retailer relationships, from training internal teams to understand the benefits of our platform across their entire teams, making recommendations (with the support of the retail lead) including the trading and ecommerce sales divisions, through to helping support suppliers get the best out of the Epsilon platform. The CSM is supported by the company leads in the various cross-functional departments; however, we think it’s important that the CSM has the ability to action forward necessary tasks on demand.

Work Experience and skills:

• Strong retail media, eCommerce, and digital knowledge
• Previous experience within the CPG brands/retailers
• Sales experience both pitching and closing projects.
• Confident in presenting to both small and large audiences.
• Efficient time management skills
• Ability to work in a team environment.
• Proficient in Office 365 products

Advantageous:

• Extended experience of client-facing account/client management experience
• Experience with dealing with senior stakeholders in an organisation.
• Domo experience
• Digital/Retail Media experience
• Supplier Media experience

Behavioural Traits:

• Sees ahead to future possibilities and translates them into breakthrough strategies.
• Applies knowledge of business and the marketplace to advance the organization’s goals.
• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Holds self and others accountable to meet commitments.
• Anticipates and balances the needs of multiple stakeholders.
• Plans and prioritizes work to meet commitments aligned with organizational goals.
• Builds partnerships and works collaboratively with others to meet shared objectives.
• Gains the confidence and trust of others through honesty, integrity, and authenticity.
• Interprets and applies key financial indicators to make better business decisions.
• Steps up to address difficult issues, saying what needs to be said.
• Paints a compelling picture of the vision and strategy that motivates others to action.
• Uses compelling arguments to gain the support and commitment of others.
• Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals.

Benefits

• Free gym membership
• Additional 5 days leave each year after 2 years
• Work Your World program enabling employees the flexibility to work from anywhere in the world for up to 6 weeks per year.
• Rewards and recognition – shop our rewards store front when you receive points
• Access to our Global AI Platform, Marcel, connecting Publicis Groupe employees with opportunities for career mobility and collaboration across our global network.
• Extensive Learning & Development opportunities, including more than 15,000 learning programs via our online learning platform Marcel Classes
• A committed Diversity, Equality and Inclusion strategy driven through our Viva! Women, Égalité, enABLE and Embrace (reconciliation action plan) programs.
• Parental leave policy with up to 18 weeks paid primary carer leave and generous secondary carer benefits.
• Access to counsellors, psychologists and professionals through Sonder – an all-in-on digital wellbeing technology platform designed to support psychological, medical & safety needs.