Customer Success & CRM Manager

ABOUT QUELL.

Quell is on a mission to make fitness gaming incredible. Our launch title lets you get fit fighting, running, leaping and dodging your way through an unforgettable fantasy world. We’ve built a game-changing wearable device which adds resistance, powerful haptics to the player’s actions without the need for a VR set-up.

The market is massive; our pre-launch marketing has already generated $1.5m in preorder revenue. We’ve secured over $15m in funding from top-tier VCs and angels, including Khosla Ventures and the founders of Twitch.

YOUR MISSION.

We are seeking a passionate and innovative Customer Success & CRM Manager to join our growing team. In this capacity you will play a crucial role in shaping how we engage with our customers both proactively and reactively to drive best-in-class engagement, satisfaction and retention. You mission is to

• Deliver effective and seamless customer onboarding processes through a combination of CRM and Customer Service handling.

• Maximise customer engagement and retention through timely and effective communications to all Quell customers.

• Turn Customer service into a core strength for Quell that drives retention and acquisition through great service experiences and powerful word of mouth. 

YOUR RESPONSIBILITIES.

As the Customer Success & CRM Manager, you will play a crucial role in driving customer engagement, satisfaction, and retention through effective CRM strategies. You will be responsible for planning, implementing, and optimising data driven CRM programs across various channels, including email and our game launcher platform. 

Additionally, you will be responsible for devising and executing Quell’s Customer service approach and managing our outsourced Customer Service agency/agencies.

• Deliver a CRM strategy that works across all relevant touch points including email and our Game Launcher

• Establish personalised, data driven and automated CRM programmes for new and existing customers.

• Deliver ad-hoc customer and prospect email campaigns to drive sales, up-sell, engagement and retention metrics.

• Manage creative development including writing effective and engaging copy for relevant CRM activities.

• Manage our outsourced Customer service agency to ensure we can deliver the best possible Customer service whenever customers need our help. 

  • That includes managing resource planning and shift patterns as well as ensuring that reps have access to all of the relevant information they need to deliver excellent service.

• Deliver regular Customer service insights that drive improvements across the business including Product and Marketing teams.

• Own and manage all Customer Service and CRM platforms (e.g. Klaviyo and Gorgias) and ensure Quell is always equipped to deliver against requirements in the team.

WHAT WE’RE LOOKING FOR.

An experienced CRM and/or Customer Success manager who is looking for their next career step in a high paced, high growth environment. We are looking for c.3-7 years experience in Customer Marketing and/or Customer Service and someone who has a desire to learn and develop themselves across both disciplines. It is not essential to have worked across both CS and CRM but the ideal candidate would have experience and understanding of both areas.

You will also have:

• A passion for developing brands and communities

• Experience planning, setting up and executing data driven CRM programmes 

• Experience in working in or managing Customer Service for a D2C organisation

• An interest in gaming and/or fitness

• Strong written and verbal communication skills

EXTRA CREDIT.

• Experience working in a start up/scale up

• An understanding of other Marketing disciples (e.g. paid media)

This is a hybrid role, with Mondays and Fridays designated as office days.

BENEFITS.

• Stock options – we want everyone at Quell to take ownership of building our business together so we are pleased to offer all employees a stake in the business to share in our future success

• Flexibility – Hybrid employees have the flexibility to work from home on Tuesdays, Wednesdays and Thursdays – we all get together in the office on Mondays and Fridays to plan, collaborate and socialise together

• Work from anywhere – the opportunity to work for up to 10 days per year outside of your country of employment

• Parental leave – equal, enhanced parental leave of 6 weeks full pay for all new parents, plus further maternity, adoption and shared parental leave in line with statutory requirements

• Pension scheme – Quell will contribute 3% alongside an employee contribution of 5% of your qualifying earnings

• Holiday allowance – we offer 25 days annual leave + bank holidays. We also give all employees the days off in between Christmas and New Year (an extra 3 days of holiday!) and the opportunity to use up to 5 bank holidays on days that are most meaningful for you

• £300 per year wellbeing budget to spend via our wellbeing platform, Heka

• £300 per year personal learning and development budget to spend on the resources that work for you, in consultation with your Line Manager

• Access for you and your dependants to our employee assistance programme and private telemedicine service 365 days a year, providing you with support for your mental and physical health, as well as financial and legal matters

• Cycle to Work scheme – a tax efficient way to purchase a new bike, with most people saving at least 33%

• PureGym discount – we have a PureGym on site at our offices in Oval, with a 5-10% discount on membership

• Game and book library – we want everyone at Quell to have the resources to learn – whatever book you want to read or game you want to try, let us know

• Regular team socials – bringing everyone together (both virtually and in-person) to celebrate our successes

• Little extras – we want everyone to be comfortable and at their best at work, so we provide complimentary coffee/tea, fresh fruit and snacks throughout the day

In line with the Equality Act 2010, should you require any reasonable adjustments to the application process please let us know via the form and we will get back to you to discuss your requirements as necessary.