Client Success Manager (e-commerce)

Job Description

Founded in 2016, Overdose has grown to a family of 350+ staff, with offices across New Zealand, Australia, South East Asia, Europe and the USA. We work in a partnership format with a select group of clients looking for innovation and accelerated growth in a competitive digital landscape. Overdose connects unique local talent, entrepreneurial thinking, and global expertise to help merchants grow through aligned digital services for sustained business success. We call this Complete Commerce. About the role: We are on the hunt for an eCommerce Client Success Manager to work with some of retail’s top brands on accelerating their growth through smart eCommerce. This is a client-facing role that requires you to work on both strategic long-term projects as well as tactical activities with clients. To be successful in this role, it is important you have a good understanding of eCommerce concepts and platforms. Responsibilities: Client relationship management with a particular focus on eCommerce websites. Work with OD’s internal teams to review and identify client growth opportunities across all key streams such as Tech, Media, CRO, SEO, and Data. Maintain, present and execute the client’s ‘rolling strategy’ of activities that drive growth. Funnel all agreed work into ‘sprints’ for the development team via clearly articulated tickets. Conduct WIP meetings with clients to go over the status of all activities and performances vs. goals. Routinely report on performances from completed activities via insightful reports using Google Analytics, Google Data Studio and any other reporting tools as required. Build and document knowledge of the client’s business and maintain documented records of client discussions. Actively contribute to ensuring financial targets are reached. Skills and Experience: A minimum of 2 years working within an eCommerce environment (Experience with Shopify / Magento / BigCommerce is a big advantage). Ability to relate to clients and manage a number of client relationships. Prior experience working closely with website developers and the ability to articulate projects/work in a clear, precise and organised manner. Proficiency in using Google Analytics to extract insightful data and report back to clients. Knowledge of dashboarding tools such as Google Data Studio and/or experience with tools such as Supermetrics would be an advantage. A working understanding of ad platforms such as Google Ads, Facebook Business Manager, and how they can be leveraged to influence acquisition side metrics. Understanding basic underlying technologies such as HTML, CSS, JS would be an advantage. Although it is useful to have a working knowledge of an agency, it is not imperative. We particularly encourage client-side eCommerce managers to apply for this role to bring an authentic level of experience and client empathy. Perks and Benefits: Flexible working arrangements. Two Wellness Days off per year. Annual training allowance. The chance to learn from some of the best eCom leaders all around the world. Free day off to celebrate your birthday month. Ability to continue your learning and development through globally recognised courses. OD Parental Leave policy & support. Great humans to work alongside every day. Seniority level Associate Employment type Full-time Job function Project Management, Management, and Strategy/Planning Industries Technology, Information and Media and Marketing Services #J-18808-Ljbffr