Job Objective: To secure the adoption of the loyalty application by managing a portfolio of B2B clients (building materials retailers). The goal is to maximize the ROI of membership programs (mobile application) and ensure the renewal of their subscriptions.
Main missions
- Customer onboarding: Supporting new customers in the technical and strategic configuration of their loyalty program.
- Adoption tracking: Analyze application usage data by clients and end consumers.
- Strategic advice: Propose promotional campaigns (promotions, challenges, rewards) to boost consumer engagement.
- Retention and renewal: Monitor customer account health (Health Score) to identify churn risks.
- Account expansion: Identify upselling/cross-selling opportunities for premium features.
- Voice of the Customer (VoC): Relaying customer experience feedback to product teams to improve the application.
Desired Candidate Profile
Qualifications
Experience: 3-5 years of experience in Customer Success, ideally in the SaaS, E-commerce or Retail Tech sector.
Technical skills: Proficiency in CSM tools (Gainsight, ChurnZero), CRMs (Salesforce, HubSpot) and data analysis tools (Tableau, Looker).
Sector expertise: Solid marketing culture related to loyalty mechanisms, customer data (CDP/CRM) and purchasing journeys.
Soft Skills: Excellent communication, results orientation, strong listening skills and negotiation skills.
Languages: Fluent in English and French, both spoken and written.