AddressCome join us, Adflex Marketing is looking for a superstar! We are a fun, fast paced agency doing great work for charity partners and are looking for a Customer Success & Quality Assurance Manager to join us in taking Adflex to the next level.
At Adflex Marketing we are dedicated to putting our customers and third party stakeholder needs first, together with understanding the importance of striking the right balance between providing a high level of quality deliverables and service to our customers, while maintaining a fun and flexible working culture. We have a wealth of experience in delivering excellence and innovation in fundraising and we are proud to represent Australian charity organisations and secure long-term supporters to connect to their committed causes.
We have seen rapid growth and are now looking for a Customer Success & Quality Assurance Manager to join our team. Reporting to the Head of Clients, you will help us to continue to provide high level support and exceptional service to our charity partners, while having fun doing it!
As the Customer Success & Quality Assurance Manager, you will play a pivotal role in ensuring the success and satisfaction of our customers, together with our key third party stakeholders. This is a multifaceted position where you will act as a bridge between our clients, our customers and our on-ground sales team to ensure that our services exceed expectations.
The responsibilities of this position include, but are not limited to -
Leadership & Management
You will lead and inspire a small team of Customer Success professionals and be responsible for the team's overarching success.
Customer Service
Oversee the handling of client escalations to resolution, leveraging cross-functional internal teams.
Advocate for customer needs/issues cross-departmentally and track customer resolutions.
Maintain strong relations and communications with all external customers, internal customers and suppliers to meet the current and changing needs of the organisation
Quality Assurance
Oversee and sign off of compliance and recruitment audit reports from sub-contracted marketing companies and Adflex internal teams.
Oversee timely resolution of any audit-related issues.
Customer Attrition
Responsible for improving client attrition rates.
Devise strategies to retain existing customers beyond agreed timelines.
Lead post-sales efforts through strong relationship-building, product knowledge, planning, and execution.
Measure and track success metrics as defined by the business
Governance & Compliance
Handle all escalated compliance and regulation issues, reporting up to the leadership team
Development and implementation of governance frameworks
Qualifications & Experience
- # 1 - You must be a superstar with a can-do, team player attitude!
- Experience in a fundraising direct sales agency, fundraising agency and/or a direct sales agency is preferable
- Strong attention to detail and process-oriented
- Highly organised and self-motivated
- Ability to work autonomously and lead a small team
- Proficiency in report generation and data analysis
- Bachelor Degree in Business Administration, Communication, or a related field
- 5+ years of experience in Customer Success / service or a similar role
- Excellent interpersonal, communication, and customer service skills.
- Proven track record of building and maintaining strong customer relationships.
- Ability to work in a fast-paced environment and manage multiple stakeholders simultaneously.
- Strong analytical and problem-solving skills, with a proactive approach to resolving issues.
Sound like you? If you think the above sounds like you, hit the apply button for a chat!
We look forward to hearing from you!
