Customer Success Strategy Director

locations- Madrid Office - Spain- time type- Full time- posted on- Posted Today- job requisition id- JR08847 We're looking for a results-driven Customer Success Strategy Director. You'll be critical in helping us to retain our valued Payments and Tax-Free customers and ensuring that we maximise customer satisfaction and lifetime value. This is a role for someone who thrives on challenges and is eager to make a real impact on our company's success.

Role Overview

The Customer Success Strategy Director is a critical role within the Mid-Market Customer Success team at Planet. Their principal function is to use business insights to build customer retention and commercial strategies and campaigns in order to achieve strong and sustained customer portfolio performance in the mid-market sector.

The Customer Success Strategy Director will be expected to collaborate with the Customer Success commercial teams to deliver initiatives and campaigns. They will have ownership of planning and building the strategy and execution plan, and will subsequently work closely with the commercial teams to track progress and adjust strategies in real-time.

What you will do:
- Building commercial campaigns: Take full ownership of commercial campaigns for the Customer Success team, devising go-to-market process, plan timelines, launch scenarios to launch promotions, messaging and positioning of campaigns. Collaboration with internal stakeholder teams on critical decisions such as pricing, marketing, product will be required.- Metric tracking: Use BI/Analytics tools to monitor portfolio retention, growth and churn metrics, and use this information to inform commercial teams of recommended actions to improve portfolio performance.- Business Reporting: Prepare regular reports on Customer Success portfolio performance to be presented to senior management.- Customer behaviour tracking: Analyse accounts, research customer behavior, and create predictive models of the customer lifecycle.- Churn campaign management: Create automated processes for churn precursors to inform customer re-activation campaigns, which are then handed across to the commercial teams to execute. Work closely with the team leader to track progress and to adjust campaigns as necessary.- Sharing best practices: Stay up to date on industry trends and best practices in customer retention and loyalty.

Who you are:
As a Customer Success Strategy Director at Planet, you’ll be a data-driven strategist and a keen problem-solver. You will come up with creative solutions, and your Go-To-Market experience will enable you to drive positive impact via the commercial campaigns that you devise.

Qualifications:
- Higher education qualification in Business Administration, Marketing, Customer Success, or a related field (preferred).- Minimum 2 years of experience working with Commercial teams and/or on Commercial Strategy or Go-To-Market. Relevant courses / training desired but not obligatory.- Strong analytical and goal-oriented mindset, with project management knowledge to take processes to excellence.- Proven track record in developing and implementing data-driven retention programs, and advanced knowledge of churn reduction strategies.- Strong analytical skills with experience in data analysis tools (e.g., SQL, Tableau, PowerBI).- Excellent communication and interpersonal skills, with ability to present to Executive leadership.- Ability to work independently and manage multiple priorities effectively.- Experience with CRM software (e.g., Salesforce) is a plus.

Benefits:
- Competitive salary and benefits package.- Opportunity to make a real impact on our business growth.- Work in a dynamic and fast-paced environment.- Be part of a passionate and collaborative team.

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

About Us
- Company Background- Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.- Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.- With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.