Customer Success Manager

• - Build, maintain and create strong relationships with Skroutz merchants
• - Strategic planning for partners’ growth on QoQ & YoY
• - Work with the internal teams dedicated to the same seller account to ensure open communication and that we meet client needs
• - Plan and present reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and possible use in future case studies or company training
• - Meet all seller needs and deliverables according to proposed timelines
• - Conduct regular check-ins, business reviews and growth meetings with sellers to ensure their ongoing success, satisfaction and adoption of available services
• - Thinking out of the box and providing Skroutz merchants with tailor made growth proposals and solutions

Partners Success Manager

• Collaborate with senior management to develop CRM strategies and design promotional plans, from targeted offers to brand-wide campaigns, aligned with business goals.
• Lead the CRM team setting priorities, tracking progress, resolving blockers, and ensuring smooth execution of all campaigns.
• Define and refine player segments to deliver personalized campaigns that drive engagement, retention, and loyalty.
• Coordinate with internal teams to prepare, test, approve, and deliver campaigns on time.
• Co-develop CRM strategies for new brands, including welcome offers, brand-specific promotions, and integration into existing campaigns.
• Oversee campaign QA, monitor live offers, and implement corrective actions when required.
• Monitor KPIs and player behavior to refine campaigns, increase ROI, and improve overall efficiency.
• Identify and implement opportunities to enhance processes, improve targeting, and optimize workflows.

CRM Casino Manager

• Own onboarding and continuous training programs for Plum’s Customer Success agents
• Develop digital educational material (e.g. videos and manuals) and constantly update the existing content
• Organize training sessions, workshops onsite and remotely, about product features and Support techniques
• Develop the quality assurance framework, scorecards and calibration processes
• Partner with Team Leads to support performance improvement and targeted coaching plans
• Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• Schedule regular training sessions (e.g. monthly or quarterly)
• Ensure new hires take on basic knowledge for Plum products including communication and troubleshooting skills
• Review QA insights to identify individual and team skill gaps and liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
• Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
• Continuously improve learning processes, support quality and knowledge management practices

Customer Success Lead – Training & Quality

• Participates in the targeting and segmentation of all base campaigns
• Orchestrates all loyalty and coupons related campaigns to improve conversions and ROI, by boosting relevancy on customer needs and journey
• Participates in the preparation, execution, and optimization of targeted CRM campaigns across all channels. Ensures campaigns are relevant, timely, and aligned with customer journeys to maximize conversion and ROI.
• Implements the roadmap to enrich customer data and deliverability of our email campaigns
• Works on Public’s marketing automation platforms, ensuring the execution of an omnichannel automation strategy triggered by customer attributes, transactional data, and behavioral events.
• Monitors and drives core customer’s base KPIs like CLV, Purchase Frequency, Contactability
• Works closely with cross-functional teams including Marketing, Data Analytics, IT, and Sales to ensure seamless campaign execution and integration with other customer touchpoints.

CRM Executive

• Define and maintain the CRM roadmap, ensuring alignment with business strategy and enterprise architecture principles.
• Lead the end-to-end architecture, design, and implementation of Microsoft Dynamics 365 CRM.
• Oversee the full application lifecycle — from design and development to deployment, support, and continuous improvement.
• Collaborate with internal stakeholders and external partners to deliver scalable and high-performing CRM solutions.
• Provide technical oversight and governance, ensuring alignment with IT and business strategy.
• Partner with Group and local IT teams for CRM integration, hosting, and reporting across the organization.

CRM Architect

• Solving problems our users encounter when using the Plum app
• Communicating with our customers via Customer Success channel and email
• Helping ensure all user queries are resolved on social media
• By using insights from customer interactions work with product teams for improvements
• Reporting potential operational issues to the operations and tech team

Customer Success Agent

• Proactively and reactively engage in calls and discussions with SMB partners in the context of growth and experience related initiatives.
• Conduct initial research and analysis of the SMB partner base to support targeted actions and initiatives
• Identify growth opportunities, risks or patterns across the SMB partner base and escalate insights when needed
• Analyze & segment partners base, based on behaviors, characteristics & interests
• Regularly review partner-related requests or inputs and support the resolution of complex or escalated cases when required and ensuring partner satisfaction
• Collaborate closely with Category Management, Product, Operations and other cross-functional teams to drive the implementation of strategic projects and initiatives
• Capture partner feedback regarding their experience and translate it into actionable insights
• Track performance metrics per initiative and report on progress
• Act as the voice of SMB partners within the organization, advocating for their needs and priorities

Partners Success Manager, Small Medium Business

Implementation Specialist

• Provisioning of IP based services and ad hoc on-site support to PCCW Global client base, and ad hoc “smart hands” support to other Business Units.
• Collaborate with Presales team to understand the Customers business needs and design infrastructure solutions that align with their goals.
• Assist customers in the implementation and deployment of infrastructure platforms.
• To provide technical support and guidance throughout the process, ensuring a smooth transition and proper integration with existing systems.
• To work closely with cross-functional teams, including sales, product management, and development, to ensure customer requirements are met.
• Manage and coordinate with Project Manager the implementing of customized IP Solution Project in configuration and other technical aspect to our customers.
• To resolve customer issues during activation and testing by providing technical support mainly remotely, on ad hoc basis on-site.
• Work with the core engineering team to resolve higher level problems and implement solutions per request.

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