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Customer Experience Manager

Are you the analytically minded CRM wiz we're looking for?
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It all started from a Google t-shirt.

Supermetrics is the #1 marketing reporting automation tool and one of Europe's fastest-growing tech companies. We’re now looking for an analytically minded CRM wiz to join our Growth team as a Customer Experience Manager! 🤩

👋 In case we haven’t met before, here’s Supermetrics in a nutshell:

  • We’re a diverse bunch of people with shared values. Above all else, we’re kind, humble, open, and dedicated to building things our customers love.
  • We build marketing data connectors that help over half a million people get data. Literally.
  • Our more well-known customers include L’Oreal, Disney, the BBC, Dyson, and WarnerBros (but we also serve thousands of agencies and smaller companies). 
  • Supermetrics was officially founded in 2013 as a result of our CEO Mikael’s will to win a Google t-shirt (which he did!). We’ve been profitable and growing ever since.
  • If you want to learn more, check out this link.

Are you at your best when juggling numbers and analysing data, but also love to be on the customer interface from time to time? 

👉 Let me tell you some more about the role...

As a Customer Experience Manager, you will be working closely together with our marketing, sales, customer success and product teams. Talk about collaboration! 🤝 

You’ll be the first and only in this role, and will take full ownership by analysing data from different phases in the customer life cycle and making action points based on your findings. There’s still so much we can optimise and improve in this area, and we need you for that. 🌟

Some of your most important responsibilities include:

  • Owning retention & churn optimization for self-serve customers
  • Liaising with sales, customer success and marketing to analyze customer feedback and develop programs and communication effective for improved customer experience
  • Testing and iterating in email automation, partnering with marketing and product teams to source assets and run campaigns
  • Developing and overseeing implementation of data-driven customer experience and process improvement goals
  • Identifying key churn trends, translating them to retention opportunities
  • Identifying upsell opportunities from customer insights and translate to expansion sales leads
  • Own NPS and other surveys to gather customer feedback

🏆 What kind of talent are you?

To be successful in this role, we’re hoping you have at least 3 years of hands-on experience in a data-driven function, and even better if it’s from a SaaS company or similar. As our employees and customers are from all over the world, excellent written and verbal communication skills in English are a must. 

We’re looking for someone with:

  • Expert level knowledge of an email automation tool & CRM of your choice
  • Experienced in data analysis
  • Experience working with large datasets (spreadsheets power user, experience with SQL)
  • Customer focused mindset, with the ability to interface with them as needed

Last but not least, we’re looking for someone who is an open-minded and humble team player, ready to try new things and approaches. We're not competing against our team members, but sharing knowledge and really helping each other. 🙌

Why join us? 💪

The reason people love to work at Supermetrics is all of us working towards the same goal with our own individual strengths. We’re determined to achieve our vision of being the best business data pipeline company in the world. At Supermetrics, we have a warm atmosphere and very talented people to learn from. We take our work seriously, but place a lot of value in having fun together as well. We recognize our team as our greatest asset and take good care of our people. 

Sound like you? Send us your application by September 21st, but please note that we will begin interviewing already before that. 

We can't wait to see your application! 😊

Or, know someone who would be a perfect fit? Let them know!

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00100 Helsinki Directions View page

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Take a look around at our super cosy Helsinki HQ, that we've renovated with love to be the inspiring environment that we all get to enjoy on a daily basis - from fun meeting rooms and nature vibes to sauna with a view and terrace equipped for grill parties ✨

Already working at Supermetrics?

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@supermetrics.com
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