Customer Success Manager (Digital Marketing)

• Apr 2022 - Present

As a CSM, I oversee a team of experts in Design, Web Development, Copywriting, SEO, and Marketing Automation. My role involves ensuring a smooth production pipeline, client satisfaction, and efficient team management. My responsibilities include:Project Management & Execution:- Creating SOWs, project plans, and progress reports- Defining and setting up project workflow schemes in Jira- Acting as a bridge between clients and internal teams for timely execution- Managing production workloads, tasks, and deadlines effectively- Mitigating risks and adjusting timelines as needed- Maintaining quality standards and serving as the final QA gate before delivery- Tracking project budgets and optimizing profitabilityClient Engagement:- Keeping clients informed and on track with timelines- Collaborating on deliverable ideation, creation, and approvals- Ensuring successful communication of project objectives and goals- Resolving client issues to ensure satisfaction- Serving as a consultant for the client when meeting with external vendorsTeam Management:- Onboarding and training new team members- Defining, optimizing, and maintaining process documentation on Confluence- Leading project meetings and keeping the production team organized- Providing necessary tools and assets for deliverables- Monitoring resource bandwidth to optimize productivity- Tailoring communication to team members' strengths- Motivating the team through challengesIndustry Knowledge:- Understanding the client's industry, brand, and challenges- Staying updated on relevant market trends and opportunities- Maintaining industry knowledge Show less

Customer Success Specialist

• Jan 2022 - Mar 2022

Team Lead International Franchise Support

• Mar 2018 - Dec 2021

Having led the International Franchise Support (IFS) Department, I maintained a CSAT score of above 96%. IFS was the first point of contact for Edible Arrangements franchises in GCC (Saudi Arabia, United Arab Emirates, Qatar, Kuwait, Bahrain) and China, my responsibilities included:- Assisting franchisees with the new Edible Arrangements International stores setup, staff training and launch- Training the internal production teams and fine tuning the processes- E-commerce category management for all Edible International websites- Planning and activating the region-specific marketing campaigns- Providing marketing artwork design services (printable/digital assets)- Ensuring the quality of marketing deliverables- Conducting product research and offering guidance to franchisees on business growth opportunities- Providing technical support around the Netsolace software systems- Proactively engaging with customers through calls and managing customer accounts effectively- Monitoring live sales and promptly escalating any issues or abnormalities as needed- Floating quarterly feedback surveys Show less

Associate Project Coordinator

• Apr 2017 - Feb 2018