Customer Operations Manager

Sagarmatha is a product company providing personalization and analytics solutions for retailers and suppliers around the world. We receive the loyalty data of millions of shoppers daily and apply machine learning and optimization algorithms in order to drive measurable growth, execute personalized campaigns, extract insights and drive shoppers to action. We are seeking an experienced Customer Success Operations Manager to join our Customer Success team. You will play a key role in managing and optimizing Manufacturer (CPG) funded promotions and fostering the cross-functional collaboration necessary to drive measurable results for our clients’ personalized marketing campaigns. This is a hybrid position consisting of mostly remote-based work and occasional onsite visits to our clients’ headquarters based on the East Coast of the United States. Candidates based in North Carolina or Pennsylvania are preferred but not required. The Customer Success Operations Manager will collaborate closely with the client marketing team(s) and Sagarmatha’s internal teams to develop and optimize Manufacturer funded (CPG) and Retail funded (Private Brand) offer pools to support personalized marketing campaigns which drive incremental customer engagement, loyalty, and sales for our client. They will have responsibility for reporting and analyzing campaign offer performance to ensure optimal utilization of committed budgets and recommend enhancements to help drive performance and KPIs. This role would suit someone who is collaborative and data-oriented and is passionate about personalizing marketing communications for millions of consumers. The ideal candidate has a mix of skills including – strategic minded, experience in B2B companies, data orientation and strong analytical skills, ability to create valuable insights based on shopper behavior data, strong project management skills and experience in collaborating in a cross-functional environment, uncompromised professional skills and “Can do” attitude. As our Customer Success Operations Manager, you will: Collaborate with clients to develop annual CPG and Private Brand offer budget recommendations to support their personalized campaigns. Collaborate with clients on the overall offer pool management process, including offer creation, validation and optimization. Partner with clients on offer details such as UPCs, discount values, purchase thresholds and targeting parameters to achieve agreed upon goals. Create and edit digital contracts that provide clients with proof of CPG participation in their program. Provide periodic offer pool health checks to ensure optimal utilization of committed budgets and identify opportunities for improvement while providing recommendations and solutions. Work with clients to develop persuasive stories that result in greater CPG engagement and investment in their personalized campaigns. Serve as “the voice of the client” and drive internal and external stakeholders to meet the client’s goals. Work closely and coordinate with the company’s various departments: campaigns execution, analytics, data, and product to ensure the most professional service possible. Build presentations and present to clients on a regular basis (both remote and on-site) Desired experience and skills: 2 years of experience in CRM, Loyalty Programs, Retail Analytics, Trade Marketing, or Marketing Ops Experience with the Fast-Moving Consumer Goods industry from the supplier or retailer side. A demonstrated track record of success in effectively developing and managing customer relationships. Strong presentation skills and storytelling — ability to communicate with senior stakeholders. High level of proficiency in Excel and Power Point is a must. SQL — advantage. Detail-oriented and hands-on individual who also can think and plan strategically. Self-motivated team player with high level of accountability. Bachelor’s degree or equivalent. #J-18808-Ljbffr