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.Based on the location of the role, the role will be based in a country where we have an existing payroll setup. We are a flexi-first business and value in-person collaboration and make an effort to get together when and where makes the most impact.
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 customer 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
If you need assistance completing an application for a position with us or need us to make any reasonable adjustments, please reach out to our Recruiting Team at [email protected]
Apply Now
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 customer 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
If you need assistance completing an application for a position with us or need us to make any reasonable adjustments, please reach out to our Recruiting Team at [email protected]
Apply Now