Senior Customer Success Manager

We’re IDHL. 

With over 20 years’ experience under our belt, we’d say we know a thing or two about all things digital.

Our portfolio of services span performance marketing, website development, eCommerce, and data intelligence. But we’re more than just a digital agency; we're our client's key partner in growth.

Joining our intelligence division, you’ll be part of a team of data science experts. From business intelligence and marketing automation to AI and advanced analytics, we do it all.

Our superpower is helping ambitious brands accelerate their growth in the digital economy, and we work with some pretty cool clients like Costa and Goose & Gander.

But what’s in it for you?

Aside from working with some of the best in the business (there are nearly 400 of us across IDHL), we offer a variety of benefits all aimed at making your life that little bit sweeter:

• Performance-based bonus schemes
• 26 days holiday plus bank holidays and a birthday lie-in
• Two additional days for wellbeing and a volunteering day
• Additional annual leave purchase scheme or trade leave you don’t use for extra salary
• Hybrid working (a mix of office and home-based for many of our roles)
• Flexible working scheme
• Financial support from Salary Finance and Bippit
• Company pension scheme and health care cash plan
• Private health care dependent on length of service
• Clear training and progression programme
• Free mortgage advice from experts
• Regular company events and awards
• Employee perks portal
• Plus many more, visit our careers page for more details

Invested in your growth.

Personal and professional development are core to life at IDHL. Harnessing potential, we’ll endeavour to support your career aspirations with our training programmes and personalised development plans.

Inclusivity matters to us.

We want our workplace to reflect the diversity of the world we live in. At IDHL, we foster an inclusive environment where every team member feels heard, supported, and valued. We aim to attract, develop, and retain the very best people irrespective of background, beliefs, or personal characteristics.

Job Summary:

We are seeking an innovative and strategic Senior Customer Success Manager to lead our campaign management initiatives at IDHL Intelligence. As a seasoned professional with deep experience in ECRM and integrated digital marketing, you will play a pivotal role in shaping, executing, and overseeing highly targeted, data-driven marketing campaigns. You will lead a team of campaign specialists and collaborate with various departments to ensure seamless, impactful customer experiences across the entire lifecycle, driving retention, acquisition, and customer lifetime value. The ideal candidate will have a strong creative flair, an analytical mindset, and hands-on expertise in marketing automation platforms.

Key Responsibilities:

• Campaign Strategy Development: Architect end-to-end marketing campaigns across ECRM and integrated digital channels, from concept through execution, ensuring alignment with overarching business objectives.
• Customer Lifecycle Optimisation: Leverage data insights to optimize customer journeys and implement highly segmented campaigns that enhance customer engagement, loyalty, and lifetime value.
• Marketing Automation: Build, manage, and optimise campaigns within marketing automation platforms like Klaviyo, Bloomreach, Salesforce, Braze, and other leading tools. This includes designing dynamic flows and templates that cater to segmented audiences and ensure personalized, impactful communication.
• Cross-Channel Integration: Manage the interplay between performance marketing channels (e.g., paid search, social, and display) and ECRM to create integrated campaigns that deliver cohesive, multi-touchpoint customer experiences.
• Campaign Asset Development: Collaborate with creative teams or lead the design of campaign assets, ensuring that all creative briefs are clear, on-brand, and strategically aligned to support campaign objectives.
• Data-Driven Decision Making: Translate data and insights into actionable campaign strategies, ensuring every campaign is grounded in customer data and business intelligence.
• KPI Setting & Reporting: Establish KPIs and reporting frameworks for all campaigns, ensuring comprehensive performance monitoring and the ability to make data-driven adjustments in real-time.
• Team Leadership & Management: Lead and mentor a team of campaign managers, fostering a collaborative, innovative environment that encourages creative thinking and data-driven excellence. Manage team development, performance reviews, and resource allocation to optimize team output.
• Stakeholder Collaboration: Work closely with internal teams—including Performance, Intelligence, and Product—to ensure campaigns are fully aligned with broader marketing initiatives and customer strategies.

Key Skills and Requirements:

• Extensive ECRM Experience: Proven track record in managing and optimizing customer lifecycle campaigns, with a strong understanding of email, SMS, and other CRM channels.
• Advanced Marketing Automation Expertise: In-depth experience with platforms like Klaviyo, Bloomreach, Salesforce, Braze, or similar, including the ability to build advanced campaign flows, use dynamic content, and optimise automation for efficiency and impact.
• Integrated Marketing Knowledge: A deep understanding of digital marketing channels and how they work together with ECRM to drive holistic customer journeys that maximise ROI.
• Creative Flair: Strong creative instincts with the ability to either design campaign assets or effectively brief and manage creative teams for asset development.
• Analytical Mindset: Comfort with data, analytics, and technology, with the ability to translate insights into meaningful, actionable campaign strategies.
• KPI & Metrics Focused: Experience setting and managing KPIs, with a robust ability to create and maintain reporting frameworks that track performance, optimise strategy, and demonstrate campaign ROI.
• Leadership Experience: Previous experience in leading teams, managing stakeholders, and working cross-functionally in fast-paced, dynamic environments.
• Project Management: Strong organizational and project management skills to juggle multiple campaigns and priorities while ensuring deadlines and objectives are met.

Preferred Qualifications:

• Experience working across various industries with a focus on e-commerce, retail, or technology sectors.
• Familiarity with multi-channel campaign delivery, including SMS, push notifications, and direct mail.
• Experience in working with or managing creative teams for campaign execution.
• Demonstrated experience in delivering integrated marketing campaigns that drive measurable business outcomes.