Job Title: Customer Success Associate
Department: Advertising
Function: Sales
Reporting to: Customer Success Team Lead
Location: Kerry
Who We Are
We are an International Media Group with a commanding presence in Belgium, the Netherlands, Ireland, Germany, and Luxembourg. As a publisher, we believe unconditionally in independent journalism and strong and relevant media that makes a positive contribution to people and society. With more than 30 news brands across 5 countries, we bring information to the world, provide clarity on the global agenda, and positively contribute to people and society.
Our brands are at the heart of society: they inform, represent, and unify their readers. Our independent and outstanding journalism enables readers to form objective opinions on subjects which are important for themselves or society. This enables people to make informed decisions and balanced choices.
Role Purpose
The Customer Success Associate will be responsible for the modernisation of our sales motions to drive impactful engagements that lead to customer success. This is an all-Ireland role that will have direct customer contact across inbound, outbound and email. This office-based role will contribute to the efficient and effective operations of this critical customer function as a virtual centralised customer function in regionally based hubs.
An overview of the what the successful candidate will do is as follows:
- Manage a customer base who today call and email to place their advertising in our regional and national digital and print titles.
- Be responsible for ensuring the continuation of revenue lines by outbound calls and email to regular customers to remind them of deadlines or make them special offers.
- With the launch of new and innovative blended products, the Customer Success Associate will support our customers to transition their advertising needs from print to digital and support them being able to self-serve their advertising needs across the Island of Ireland.
- Empower others to do more and achieve more through our technology and innovation.
Role Responsibilities (Overview)
- Support the customer base through their self-serve journey of placing their own adverts online on YourAdNow.
- To support customers through the processes of log-in, registration, select publication, choose dates, build ad, pay for and place the classified or in memorial advertising needs and handle any queries, questions and escalations arising from those customer interactions
- Handle inbound, outbound and email to support our customers to place their print and digital ads.
- Lead generation through lapsed outbound customer initiatives.
- Generate outbound calls to existing and new customers so that we can support their ad-taking requirements and follow-up on reminders or any other customer contact activities that relate to ad taking
- Support the tracking and management of key stages in the flow of advertising requests for our customer base and use phone and email to make customer contact if there are any issues with the order
- Other responsibilities as determined by management
Experience & Qualifications (Minimum Experience & Essential Knowledge)
- 3+ years’ experience of customer management/customer service
- A strong ethos of putting the customer first and delivering to sales and customer targets
- Excellent verbal and written communications skills
- Proven track record of outbound calling
Skills/Attribute
- A strong command of inbound, outbound, and email customer handling skills
- Excellent verbal and written communication skills
- Great attention to detail and accuracy of text
- A customer focused ethos obsessed with delivering outstanding service to our customers
- Adaptable approach to fast changing advertising and sales environment
- Empathetic
- Great communicator
- Skilled relationship builder
- Adaptable and flexible
- Proactive and resilient
- Problem solver
- Willingness to learn
EQUALITY, DIVERSITY & INCLUSION
Mediahuis Ireland values the enrichment that comes from a diverse workforce and seeks to promote equality, prevent discrimination and protect the rights of each individual. We are committed to fostering an environment of equality, diversity and inclusion in our organisation and welcome applications from all individuals. Additionally, we can make reasonable accommodations for a person with a disability during the recruitment process.
Mediahuis Ireland is an equal opportunities employer.
