Customer Success Manager - Retail Media - Remote

3 days in Office minimum per week.

About reooh

Retail Media is one of the fastest growing media segments. In the US, Retail Media is projected to reach between $60-$100bn in the next 3 years. In Australia alone this industry is expected to grow to A$3 Billion by 2025 with one in four marketing dollars going to the industry.

reooh is oOh!’s newly formed Retail Media division designed to make it easy for Retailers to launch a custom digital out-of-home screen network in their physical store locations. reooh’s screen networks can be used to market a Retailer’s own products and services, deliver engaging content, and generate new revenues as part of their Retail Media proposition.

reooh will leverage oOh!’s scaled operations and expertise in areas such as; asset procurement, mobilisation, maintenance, remote monitoring, ad and content serving, activating 1st party data at location and advertising monetisation - to help Retailers build a network at pace to meet the growing demands of the growing Retail Media market.

Role Summary

We're on the lookout for a skilled Customer Success Manager to join oOh!’s new Retail Media division, reooh.

As Customer Success Manager, you will work as part of the reooh team to support retailers in successfully establishing and growing their Retail Media offering in market.

You will be our retailer's trusted partner as they go through the journey of establishing their screen network, through to providing support as the network is established, ensuring their network is running effectively, and growing their awareness of additional opportunities to enrich their Retail Media offering.

In addition you will be the voice of the customer within the organisation and play a critical role in helping ensure that reooh develops capabilities and solutions to best meet the needs of our retail partners.

As a nimble and growing team, you will also work with the broader reooh team to develop new solutions, establish best-practice ways of working that align to the needs of our retail partners, and support our future-focused growth ambitions.

What You'll Do

Work with internal delivery and planning team along with the various different stakeholders within the retailer to ensure a smooth and effective onboarding process for new retail customers and setting the stage for a positive long term partnership.

• Serve as the central point of contact for clients, managing all post sales activities, by proactively anticipating challenges and needs and coming up with timely solutions.
• Be a strategic advisor and subject matter expert to your retail accounts, have a clear understanding of their business goals and objectives and provide strategic advice and insights to ensure these goals are met.
• Thrive in a fast paced, collaborative environment and enjoy working across an emerging new business unit.
• Manage and deliver quarterly business reviews and establishment of plans and goals for subsequent quarters and then ensure those goals are met.
• Run regular weekly, or fortnightly check-ins with your retail accounts and ensure that there is an open line of communication to review performance, as well as discuss any opportunities or concerns.
• Report back to the business at regular cadence on the status of the partnership along with any opportunities or risks.
• Maintain a clear understanding of the reooh offering, including new solutions and ensure that our retail partners clearly understand all the different ways in which we can support them.
• Manage and engage in contract renewals and expansions in an effective and timely manner
• Highly developed interpersonal skills with the ability to foster relationships across multidisciplinary teams and stakeholders.

Experience & Education

• Bachelor’s degree in communications, marketing, or related field
• 3+ Years industry experience, preferably within Out of Home or Retail industry.

What does success look like?

• Secure strong relationships with our customers at all levels of decision making as it relates to our partnership.
• Be seen as a subject matter expert and trusted advisor in the Retail Media space.
• Effectively engaging our customers to understand their needs.
• Account retention and growth through Increased customer investment in reooh and oOh! solutions.
• Have a strong understanding of our commercial agreements and ensure delivery against SLAs
• Ensure customer needs are met through strong business engagement and developing strategies to get business alignment on processes enabling success.

Key business capabilities required

• Ability to balance customer needs with core business objectives
• Ability to present and interface seamlessly with customers
• Effective written and verbal communication to internal and external stakeholders, and customers
• Self-motivated, proactive, and able to work independently in a fast-paced, dynamic environment
• Strong problem-solving skills and a strategic mindset, with the ability to anticipate challenges and devise effective solutions
• Ability to Work closely with other departments to streamline processes, improve client experiences, and develop new solutions that meet client needs.
• Ability to grasp new concepts and stay informed about industry trends, technological advancements, and competitive landscape to provide the best advice and service to clients

oOh Benefits:

• Whether you’re in the office, or working from home, you’ll have the opportunity to work in a truly flexible capacity in an environment where you can bring your best self.
• Camaraderie comes first at oOh! and you’ll work in a collaborative, fun, creative team and a culture that fosters growth and belonging. Our exciting social calendar allows our teams to build deep connection.
• Be authentically you – dress code is, there is no dress code!
• Strive for your best self - Internal and external training plus structured and defined career paths
• Purchase additional annual leave, inclusive paid parental leave policy that supports all parents and carers, 2 paid days/yr community service and volunteering leave
• Free EAP confidential counselling and mental health support
• Active Reward and Recognition Program for peer-to-peer kudos!
• Novated leasing, discounted gym membership

If you’re curious, brave, and ready to leap into a career like no other, then apply now!

If you meet some of the role the requirements, but not all, we encourage you to submit your application. oOh! actively seeks to include and value the unique talents, perspectives, experiences, and contributions of all people