Customer Success Assistant

Incisive Media, part of the Arc network, is an entrepreneurial and creative, digital-facing organisation on the cutting edge of media. Working in the sustainability and financial services markets, we provide analyst-grade insight, business intelligence, and content to specialist networks of business professionals around the globe.

We are passionate about our people, products and customers and our values are at the heart of our business; they define us, and they are how we conduct ourselves both as a company and as individuals.

Our values are summed up as; integrity, teamwork, innovation, trust, good judgement, passion for our work, curiosity and an entrepreneurial spirit.

Visit our website www.incisivemedia.com for more information about us.

Location: London, United Kingdom 
Type of Employment: Full-time

Industry: Media / Publishing 

Work Pattern: Hybrid 

Overview of the role

Customer Success  is seeking a new Assistant to join the team. Sitting within a small but busy team that works across our full brand portfolio , you will deliver customer excellence and  co-ordinate  campaigns in a client-facing role.

The Customer Success Team plays a crucial role in the setup, delivery, project management and reporting of campaigns, working hand in hand with our sales team and  other departments across a growing client base in  B2B financial services. This is a great opportunity to build a career in customer success, gaining exposure to digital campaign delivery, live events and client relationship management.

Key Tasks and Responsibilities 

Campaign Delivery & Coordination 

• Manage and maintain the email programme for sponsored client email promotions across all Incisive Media brands, including scheduling, client communications and reporting.


• Manage and coordinate digital display, account-based advertising, and demand generation programmes for clients.


• Coordinate multiple projects simultaneously across a mix of digital products and in-person events.


• Create and maintain timelines for client projects, ensuring deadlines are always met.


• Manage client campaigns from handover and implementation through to completion and reporting.


• Use Excel and CRM platforms to ensure the smooth delivery of digital campaigns.

Content & Lead Management 

• Upload, publish and tag content across our


• Format and check leads , delivering them directly to our clients.

Reporting

• Provide ongoing reporting on campaign performance.


• Support the team in keeping process documents and internal reports up to date.

Team & Client Support

• Assist senior Customer Success team members with daily tasks, client reporting and ad hoc projects.


• Liaise with clients and internal departments to support the smooth running of campaigns.


• Attend internal weekly brand catch-ups to help improve processes and share campaign feedback.

What We Value

• A team player.


• Proficient time management skills.


• A proactive approach to managing clients, going above and beyond to provide a high level of service.


• Excellent organisational skills, with the ability to run multiple projects at once and prioritise workload.


• Excellent verbal and written communication skills with all seniority levels.


• Confidence liaising internally across all departments.


• The ability to work well under pressure within a small but busy team.


• Technical aptitude, the ability to learn new software platforms and tools quickly.

What you can expect from us 

As well as working with the most interesting, talented and fun people, we operate a culture where success is recognised. You will be supported throughout your career, tailoring your development through management support, internal & external training courses and on the job training.

Our benefits include:

• Excellent training and development programmes


• Hybrid/remote working


• Pension scheme with 5% employer contributions


• Life assurance scheme


• Voluntary Private Medical Insurance


• 25 days annual leave, increasing to 30 days


• Health Cash Plan for those everyday healthcare costs


• Savings on items from Currys via our SmartTech Scheme


• Cycle to Work scheme


• Discounted Gym rates


• Retail discounts saving you money on essential & everyday purchases


• Employee Recognition Scheme to recognise your colleagues with rewards


• Employee Referral Scheme


• Employee Assistance Programme (EAP) for extra support if things get tough


• IMFoundation - making a difference by supporting our 4 charities
  

Plus a number of flexible salary sacrifice benefits.

All souls are welcome at Incisive Media 

As an equal opportunity employer we hire, develop and retain the best people regardless of their social background, age, sex, ethnicity, religion/belief or disability, and to make use of their talents. We are proud members of Inclusive Employers and the Living Wage Foundation.

At Incisive Media we value everyone as an individual. We recognise that everyone is different and have created a work environment where we treat everyone fairly and in a consistent way and promote a culture of respect and dignity, to create a company that’s the right fit for every person inside of it. To ensure our values are fully embedded in our culture we are proud to support our working groups – All Souls Network, the Incisive Media Foundation, the Working Parents Group and our Sustainability and Social Committees.

We are excited by the incredible potential of AI and the innovative ways it can enhance the way we work. However, in our hiring process, we aim to get to know you. To stand out to our hiring managers, we encourage you to let your personality shine through, rather than relying on an AI-generated application.

You are welcome to use AI as a writing assistant to help structure and articulate your thoughts. Please do not use it to generate fictional skills or experiences. Using AI responsibly can support your application, but your application must ultimately represent you.