Client Growth Director at Longtail UX

Internet, Full-time, Sydney, New South Wales, Australia sydney full-time
Description
Posted a month ago

The Client Growth Director at Longtail UX must have an obsessive drive to deliver business value for our clients and our company. You’ll also lead by example in nurturing the Client Growth Team, embodying our cultural values, and being an advocate of our product.

The ideal candidate is naturally strategic and analytical and has the leadership skills to cultivate great outcomes. You should demonstrate quick learning, exceptional problem-solving, and have an impressive history of being results-oriented.

To be successful in this role, you likely have strong team-building experience and have excelled in digital marketing at a marketing agency, a corporate marketing environment, or both. In either environment, you likely managed teams or clients with seven-figure budgets or higher and regularly generated attractive ROI on these investments.

It’ll be a huge benefit if you have strong knowledge and ongoing interest in trends and optimization techniques in digital acquisition channels, including SEO, SEM, Shopping, and marketplaces. When you see what our platform can do for clients, we hope you’ll feel like a kid in a candy store. We want to completely revolutionise how marketers develop and achieve their customer acquisition strategies online.

Organizational structure

  • Reports to: Chief Financial and Operating Officer
  • Direct report: Senior Client Growth Managers
  • Skip-level reports: Client Growth Managers and Associates

Key metrics (quantified success criteria)

  1. Platform performance across all clients; as measured by the generation of revenue, leads, indexation, ranking, traffic, and conversions
  2. LUX revenue growth and client satisfaction; as measured by GRR, NRR, LTV, and NPS
  3. Performance efficiency; as measured by LUX & client ROI, team capacity and productivity

Position purpose

  • Lead the execution of client success vision and strategy: This includes cross-functional projects, your team, and the product/services you manage, ensuring these align seamlessly
  • Own the ‘success of clients’: Includes expansion potential, retention, service quality, client satisfaction, client technical queues, product expertise, and new deal support
  • Be the champion of champions: Serve as the lead project manager of client interests internally, including reviewing client communications, surfacing account growth opportunities and rapidly resolving client concerns with input

Specific role responsibilities

‘Growth of clients’ champion:

  • Help develop the key systems, metrics and insights to identify, present, and capture the performance potential of each client and the platform as a whole
  • Provide our teams with perspective on client goals, performance potential, and the business risks and opportunities, with input from account management
  • Innovate our methods used to drive keyword and category performance, leveraging past eCommerce experience in digital acquisitions channels, such as SEO, SEM, etc.
  • Help develop and ensure adherence to service tiers by tracking and reporting the team’s work relative to service level agreements and commercial prospects
  • Proactively assume the role of firefighter when a client’s success is at risk; rapidly coordinate solutions to improve the odds of a successful outcome

Team leadership and output:

  • Manage, optimize, and scale team structure, staffing, workflows, best practices, and development to expand team capabilities and sustain attractive eNPS
  • Ensure continuity of service through team retention, efficient hiring, and filling team gaps when growth exceeds expectations and during employee transitions/turnover
  • Oversee development, implementation, and communication of enterprise-level customer acquisition strategies across the client lifecycle to achieve company goals
  • Support business and executive team with performance forecasts, client health metrics, and resourcing strategy, using objective and forward-looking systems

Product, sales, and account management support:

  • Leverage your knowledge of large enterprise clients, our product, and value streams to provide an expert perspective on our product roadmap and commercial proposals
  • Identify new LUX platform features and markets that increase platform performance, differentiation, and satisfaction, based on client knowledge
  • Support sales/AM through proposal and contract reviews, including confirmation of account potential and adherence to established service level agreement standards

Requirements

  • 10+ years of experience leading teams, ideally in a data-driven marketing role where client retention, expansion, and digital performance were KPIs
  • Strong knowledge and ongoing research of trends and optimization in digital acquisition channels, including SEO, SEM, Shopping, and marketplaces
  • Excellent relationship skills with international enterprises, including presentations and strategic recommendations that align client goals and company objectives
  • Generated unique performance insights from platforms including Google Analytics, Google Ads, Google Ads 360, Google Search Console and Google Merchant Centre
  • Influenced senior professionals (such as internal leadership team and senior client stakeholders) toward outcomes that generated value for clients and your company
  • Excellent attention to detail, self-driven development, problem solver, enthusiastic and defaults to an “ownership” mentality at all times
  • Familiarity with CRM and client engagement platforms, such as Hubspot, Zendesk, Freshdesk, Salesforce or others, viewed very positively

Embody and engrain Longtail UX Values

Excellence: We commit to being and delivering the best. Driven to ensure we deliver value, quality and best practice. Insist on high quality and accuracy in your team’s contributions.

Transparent: Transparency is at the core of everything we do. By working independently with excellence, but also proactively inviting feedback to learn.

Game Changers: We dare to challenge the status quo. Always try to find better ways of improving our business, service and interactions with our clients, enhancing new skills, finding new ways to boost team quality and efficiency.

Collaborative: We embrace different perspectives to produce better results. Work collaboratively with clients, LUX leadership, and team members to ensure alignment and optimization in everything we do.

We Care: We care deeply about our people, product, customers and results. By focussing on collective success and contributing to our awesome, genuinely supportive team culture.

Benefits

  • Work with top enterprise eCommerce clients
  • Flexible remote working arrangements
  • Work wherever you want in the world for two months of the year
  • Work for a fast-growing VC backed Australian founded SaaS company