Customer Success Coordinator

CGL – Retail Services is the retail marketing division of the Clemenger Group. With our two market-leading brands, Creative Activation and Clemenger Field Marketing, we offer unparalleled Sales growth for our clients via merchandising, sales teams, brand promoters, store trainers, mystery shopping and auditing.

Clemenger Group is an endorsed Work180 employer of choice, recognised for our commitment to helping women thrive by raising workplace standards.

About the Role:

As a Customer Success Coordinator, you will play a pivotal role in ensuring the successful onboarding and engagement of our mystery shoppers. You will be the first point of contact for shoppers, guiding them through the onboarding process, helping them understand our platform, and preparing them for their assignments. Your focus will be on building a robust pipeline of mystery shoppers and ensuring their success and satisfaction with our platform.

Key Responsibilities:

• Customer Onboarding: Facilitate the end-to-end onboarding process for new mystery shoppers, ensuring they understand our platform, complete their profiles, and are ready to start assignments.
• Engagement: Act as a primary point of contact for shoppers, providing support, answering questions, and helping them navigate our platform to ensure a smooth and positive experience.
• Sourcing and Attraction: Develop and execute creative sourcing strategies to attract a diverse and recurring pool of mystery shoppers across various channels, including social media, online advertising, referral programs, and targeted outreach.
• Community Building: Drive engagement and maintain strong relationships with shoppers, encouraging high levels of activity and commitment to assignments.
• Data and Reporting: Monitor and report on shopper engagement and onboarding metrics to identify trends, gaps, and opportunities for improvement.
• Collaboration: Work closely with the Operations and Client Service teams to align shopper acquisition strategies with overall business goals and to ensure consistent communication and support for our shoppers.

What We’re Looking For:

• A proactive and people-oriented professional with a passion for customer success and community building.
• Experience in customer success, customer service, user onboarding, or a related field, with a strong understanding of how to engage and support individuals.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with shoppers.
• Creative problem-solving skills and the ability to think outside the box to attract and retain shoppers.
• Excellent organisational and time management abilities, capable of juggling multiple priorities.
• Proficiency with Microsoft Office, especially Excel, and experience using CRM or customer engagement tools.
• A background in marketing or social media management is a plus, as is experience in remote work environments or with remote teams.

Benefits:

• Fantastic salary package on offer
• Work life balance with a hybrid office / WFH schedule
• Fantastic agency office culture
• Regular team catch-ups
• Ongoing skills and professional development
• The opportunity to grow with the business

If this role sounds like the perfect next move for you then Apply Now!