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Customer Success Manager – Agriconnect Portfolio

Farmers Guardian Ltd

London, Greater London, United Kingdom Full-time Posted today
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Agriconnect is the UK's largest multi-platform agricultural information business, connecting the people, businesses and communities shaping the future of agriculture. Our brands reach across the UK's major agricultural sectors, including arable, dairy, livestock, agricultural machinery, finance and equipment. From trusted media brands and content to industry-leading events and commercial products, we connect audiences and businesses in ways that create real value. Agriconnect is part of Arc Network, a global B2B events, data and media platform backed by investment funds managed by EagleTree Capital. Arc operates more than 150 events each year across HR technology, agriculture and food, financial services and investing, and education technology, with more than 350 colleagues across the UK, US, Netherlands and Singapore. Reporting to: Head of Marketing – Events Location: Preston or London (two days per week onsite, flexible on which office) Contract: Full-time, permanent Role Overview An exciting opportunity has opened up at Agriconnect, part of Arc Network, for a Customer Success Manager. This role manages the exhibitor and visitor journey across Agriconnect’s events portfolio, combining customer support, sponsorship growth and account management with email marketing, automation and social media delivery. Working collaboratively with Sales, Marketing and Operations teams, you will make sure exhibitors and visitors get a great experience before, during and after each show, while also driving commercial growth through rebooking, upsell and pre-book campaigns. Success will be measured through exhibitor and visitor satisfaction, sponsorship and stand rebooking rates, and campaign engagement. Customer Success & Account Management * Manage the Customer Success inbox, responding daily to exhibitor and Sales queries including password resends, E-Zone support and contact, stand or company name changes. * Check for new exhibitors daily, send login details and add them to the relevant Welcome Series. * Act as a day-to-day account manager for exhibitors, building relationships that support renewal and rebooking, and gathering feedback throughout the show cycle. Sponsorship, Rebooking & Growth * Own delivery of sponsorship and media packages across the show portfolio, keeping trackers current and deliverables tagged to the right owner through to completion. * Create and deliver pre-book, rebook and upsell email campaigns to encourage early stand bookings, renewals and package growth. * Support the Sales team with sponsorship queries and help identify growth opportunities from exhibitor engagement data. * Manage relationships with media partners, coordinating agreed deliverables and monthly asset planning. Email Marketing, Automation & Social Media * Own and maintain exhibitor and visitor communications plans, building email automation and nurture workflows including welcome series and pre/post-show journeys. * Plan and schedule social media content for exhibitor, sponsor and visitor campaigns, including Gleanin links to encourage social sharing. * Work with exhibitors throughout the year to create video content and interviews promoting their presence at the show, working with the video team where relevant. App Adoption, Feedback & Insight * Promote the show app to exhibitors, encouraging early login, lead scanner use and post-show follow-up on captured leads. * Set up and manage exhibitor and visitor surveys across the show cycle, analysing results and sharing key findings with Sales, Marketing and Operations. * Use feedback and engagement data to inform improvements to the exhibitor and visitor experience ahead of the next cycle. Website, Content & Show Cycle Management * Update exhibitor-facing website content, including Knowledge Hubs, FAQs and show information pages, and publish Exhibitor Spotlights and announcement content with Design. * Keep Customer Success trackers current and accurate, producing regular reporting on logins, engagement and campaign performance. * Prepare exhibitor-facing systems for each new event cycle, refreshing Knowledge Hubs and FAQs before launch. Team & Stakeholder Management * Act as the key point of contact between Customer Success, Sales, Marketing and Operations, working closely with external partners and suppliers as required. * Support the Head of Marketing with reporting on exhibitor engagement, growth campaigns and feedback. Role Requirements * Experience in a customer success, account management or exhibitor/member support role, preferably in events, media or a B2B environment. * Experience with email marketing platforms, automation, nurture workflows and social media scheduling. * Experience managing sponsorship or package-based deliverables against deadlines, across multiple trackers and stakeholders. * Experience running surveys and turning feedback into clear recommendations. * Basic website CMS experience, or willingness to learn. * Excellent organisation, communication and attention to detail. * Able to travel to and work onsite at UK shows as required. Why Join Us? This is an opportunity to take real ownership of the commercial marketing agenda within a growing international B2B business. You'll work across a diverse portfolio of brands and products, influence strategy and see a tangible commercial impact from your work. You'll also benefit from the wider Arc Network, providing opportunities to collaborate with colleagues and teams across multiple markets. We offer a range of benefits including: * 25 days annual leave increasing to 27 after two years * An extra day off on your birthday * Matched pension contributions up to 6% * Employee Life Assurance x4 basic annual salary * Employee assistance programme * Employee Discount site All souls are welcome 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 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. 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.

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