Creator Relationship Management
* Own and manage relationships with a portfolio of creators, serving as their primary point of * contact. * Build trusted, long-term partnerships through proactive communication * Lead creator onboarding/offboarding, ensuring a smooth transition into/out of the agency services. * Conduct regular calls and check-ins with creators to understand goals, challenges, and * opportunities for growth. * Act as the voice of creators internally, advocating for their needs across operations, sales, * marketing, and leadership teams. * Manage and own the creator WhatsApp groups, using the four D's matrix to do, delete, delegate or * delayRetention & Churn Management * Own creator retention targets and proactively identify churn risks before they escalate. * Develop and execute retention strategies to improve creator lifetime value and engagement. * Monitor creator health metrics, engagement signals, satisfaction scores, and revenue trends to * identify at-risk the creator leaving. * Work with the team to implement structured recovery plans for dissatisfied or disengaged creators. * Analyse churn drivers and present recommendations to leadership on reducing attrition.Revenue Growth & Upselling * Drive revenue growth across the creator portfolio through upselling and cross-selling agency * services. * Identify opportunities to expand creator adoption of additional products, services, and * monetisation channels. * Partner with paywall and marketing teams to maximise creator lifetime value.Creator Success Operations * Ensure the creators are sent weekly to do lists based on the delivery teams requirements for * content. * Follow up with the creators to ensure content creation scores are improving. * Establish and maintain scalable creator success processes, playbooks, and communication * frameworks. * Develop creator grouping strategies to ensure appropriate service levels across different creator * tiers. * Create and optimise workflows for onboarding, retention, escalation management, and creator * engagement. * Ensure CRM and creator records are consistently maintained and up to date. * Ensure that the delivery teams are completing their asana tasks based on the creators requests * within a timely manor.Performance & Analytics * Track and report on key creator success metrics including: * Churn rate * Creator retention rate * Net Revenue Retention (NRR)* Expansion revenue * Creator Lifetime Value (LTV)* CSAT * NPS * Creator engagement scores * Creator content production * Produce regular performance reports and insights for leadership. * Use data to identify trends, opportunities, and operational improvements.Escalation & Issue Resolution * Manage complex creator issues and escalations with professionalism and urgency. * Resolve disputes, concerns, and service-related challenges while protecting long-term creator * relationships. * Coordinate resources to ensure timely issue resolution. * Maintain high standards of creator communication during periods of change or challenge.Vacancy posted 5 days ago
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