Digital Incentives Customer Success Manager

About Us: 

Headquartered in Jersey City, NJ, Neptune Retail Solutions is the nation’s premier retail marketing services company. We are experts at influencing buying behaviors through disruptive, innovative, and results-oriented solutions, including in-store, home-delivered, and digital media tactics. Our powerful advertising and promotional programs are supported through rich data and insights. The country’s largest consumer packaged goods manufacturers rely on NRS for unparalleled consumer reach and engagement. 

NRS’s digital portfolio is making its mark on the industry. NRS digital products include Checkout 51, Freedom Platform, digital media tools/services (digital display, premium mobile, social, email, DOOH, and digital in-store). We continue to strengthen these existing tactics while expanding our product offerings, partnerships, and capabilities. We offer unique and data-led strategies for our clients to reach their most valuable shoppers. Our products continue to evolve to include best-in-class methods to deliver engaging content at the most impactful time in the most relevant geographies. 

Description:

The Digital Incentives Customer Success Manager supports digital incentives programs for CPG and Retail marketers. This role serves as a client consultant and works closely with clients, agencies, and cross-functional internal teams to ensure flawless project management, execution, and optimization of campaigns on behalf of Neptune’s clients. Successful candidates will be creative, curious, self-motivated, driven to deliver operational excellence, dedicated to world class customer service, willing to innovate and have high integrity.

What You’ll Do:

• Advocate and voice of our customers; utilize subject matter experts to deliver thought leadership, insights, product recommendations and new technology.
• Provide digital incentives operational and compliance driven consultative best practices and recommendations to Clients, Sales, and Operations teams to shape creative and targeting to meet KPIs and program goals.
• Manage multiple digital incentive campaign launches, including developing, maintaining, and communicating campaign pipeline, timelines, and tasks.
• Creating and managing digital incentive campaign contracts in partnership with Sales and Finance, and managing the enforcement of Neptune rules and fees.
• Project manage and lead digital incentives executional relationships with assigned Sales team, Client(s) and Agencies.
• Assist client with promotion onboarding, technical execution, program implementation, and first-tier technical troubleshooting.
• Ensure and maintain overall campaign quality.
• Accountable for tracking live campaigns, provide optimization and best practices to customers to meet KPIs.
• Ownership of basic end of campaign reporting and deliverables.
• Provide Finance and Client support for basic invoicing questions.
• Ability to evaluate processes and continually seek improvement ideas.
• Assist with special projects as assigned by leadership.
• Some evening and weekend hours are required.

What You’ll Bring:

• Bachelor’s Degree in Business, Communications, Marketing or related field (and/or equivalent, relevant work experience).
• Minimum of 3 years’ experience ranging for college internships to a professional position in Campaign Management, Customer Success, or Customer Service/Client Services - dealing directly with internal business teams, vendors, clients and/or Sales Executives.
• Proven ability to manage complex projects to successful conclusion.
• Exhibit exceptional customer service and collaboration skills.
• Able to work with data and provide simple summaries.
• Superior written and verbal communication with the ability to effectively communicate via email and phone with remote colleagues and Clients.
• Ability to adapt and change with the needs of the business mindfully and tactically.
• Proven ability to establish and maintain strong Client partnerships.
• Excellent organizational skills including strong attention to detail and ability to present complex information in such a way that all team members understand their tasks at hand.
• Strong time management skills including an outstanding ability to work independently and multi-task while operating in an environment of frequently changing priorities and successfully managing the demands of a quickly growing workforce.
• Proven ability to mitigate problems through first tier-troubleshooting, identify pain points, manage issues through resolution that put the customer first, and apply learnings to future situations.

• Must have technical proficiency with GSuite, Microsoft Office, and Internet browser tools. Experience with tools such as Salesforce, JIRA, etc. are a plus.

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Neptune Retail Solutions is an Equal Opportunity Employer