Customer Success Manager : WPP OPEN

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

Why we're hiring:

The Opportunity: We are seeking a highly motivated and analytical Customer Success Manager to lead our "SQUAD | VALUE MEASUREMENT" initiative. In this pivotal role, you will be instrumental in defining, measuring, and communicating the holistic value of our products, ensuring we understand both "what" is happening and "why" it matters to our customers. You will work cross-functionally to establish robust value measurement frameworks, drive data-driven insights, and ultimately enhance customer success and product development.

What you'll be doing:

• Mission & Strategy:

• Define, Measure, and Communicate Value: Lead the effort to define, measure, and clearly communicate the holistic value of our products to internal and external stakeholders.

• Establish "What" and "Why": Drive the understanding of key product metrics ("what") and the underlying reasons for customer behaviour and success ("why") through data analysis.

• Strategic Measurement: Develop and implement a comprehensive measurement strategy to track and report on product value.

• Core Activities & Responsibilities:

• Success Definition: Collaborate with stakeholders to define clear and measurable success criteria for product value.

• KPI Catalogue Development: Develop, create, and maintain a living, documented KPI Catalogue that serves as the definitive framework for value measurement.

• Measurement Implementation: Implement tools and processes necessary to accurately measure and track Key Performance Indicators (KPIs).

• Product Metric Analysis: Analyze behavioral and attitudinal metrics using various data sources (e.g., HEAP, Digital Pulse, Survey Sense) to derive actionable insights.

• Delivery Value Measurement: Define and refine the process for measuring the value delivered by our products.

• Stakeholder Collaboration: Actively collaborate with internal stakeholders (e.g., Product, Engineering, Marketing, Sales) to ensure alignment on value measurement and reporting.

• Framework Development: Create and maintain a definitive framework for value measurement that is scalable and adaptable.

• Outcomes & Reporting:

• KPI Catalogue Ownership: Own and evolve the living, documented KPI Catalogue.

• Value Reporting: Produce and present quarterly "State of Value" reports, providing clear insights into product performance and customer success.

• Dashboard Development: Contribute to the development and maintenance of Sentiment and Product Health dashboards.

• Interdependencies & Collaboration:

• "What to Measure" Framework: Provide the "what to measure" framework to the Digital Pulse and Voice of Customer (VoC) squads, ensuring consistency and alignment in data collection.

• Data Consumption: Consume and leverage data from Digital Pulse and Survey Sense to perform comprehensive analysis and inform value measurement.

• Cross-Functional Teamwork: Work closely with the core team, including Business Analysts, Data Analysts, and User Researchers (especially during the success definition phase), to achieve shared objectives.

What you'll need:

• Bachelor's degree in Business, Marketing, Data Science, or a related field.

• 8-10 years of experience in Customer Success, Product Management, Business Analysis, or a similar role with a strong focus on data and analytics.

• Proven experience in defining, measuring, and communicating product value and customer success.

• Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.

• Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively with diverse stakeholders.

• Demonstrated ability to develop and implement measurement frameworks and KPIs.

• Proactive, self-starter with a strong sense of ownership and accountability.

• Experience working in an agile or squad-based environment is a plus.

• Experience with data analysis tools and platforms (e.g., Heap, Google Analytics, Tableau, Power BI, SQL) is a plus

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

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We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

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