Company Description Point is the global leader in Marketing Investment Management, specializing in planning, governing, deploying, and optimizing marketing investments across Africa, the Middle East, and Pakistan. We unify strategy, insights, creative execution, procurement, technology, and performance measurement into a seamless system, enabling brands to make clearer decisions and achieve measurable outcomes. With expertise in high-complexity markets, we bring transparency, accountability, and efficiency to marketing investments using proprietary technology and integrated capabilities. Our partners include leading global FMCG, retail, healthcare, telecom, and consumer-driven brands who trust us to deliver impactful and ethical marketing solutions.
Role Description We are seeking a dynamic and customer-focused Customer Success Manager to join our team in Egypt. The successful candidate will be responsible for managing frontline customer relationships, driving operational excellence, ensuring customer satisfaction, and supporting revenue growth through effective service delivery and stakeholder engagement.
The role requires a proactive individual with strong communication, relationship management, and operational coordination skills within a fast-paced marketing and customer service environment.
Key Responsibilities:• Build, maintain, and nurture strong professional relationships with key stakeholders and clients • Execute customer communication and retention strategies • Manage customer portfolios to ensure operational excellence and customer satisfaction • Coordinate fulfilment processes including planning, scheduling, delivery, and reporting • Drive customer collaboration initiatives, workshops, and continuous improvement activities • Monitor workflows, reporting accuracy, SLA adherence, and operational performance metrics • Identify opportunities for innovation, cost reduction, and service enhancement • Ensure compliance with approval processes, commercial requirements, and governance practices • Conduct market and trade research to identify opportunities and customer trends • Support client retention strategies and contribute to revenue growth objectives • Maintain high standards of customer service and delivery performance
Key Performance Indicators (KPIs):• Customer Satisfaction Score (CSAT) • Net Promoter Score (NPS) • Customer Lifetime Value (CLV) • On-Time & In-Full Delivery (OTIF) • Organic Revenue Growth & Profitability • Operational Efficiency & Effectiveness
Minimum Requirements:• Grade 12 • Diploma and/or certification in a related field advantageous • Minimum 3 years’ experience in a similar role and/or industry • Customer service and people management experience advantageous • Strong communication and relationship-building skills • Computer and technology literacy • Excellent organisational, problem-solving, and negotiation skills • Ability to work under pressure and manage multiple priorities • Strong attention to detail and customer-oriented mindset
Competencies Required:• Business acumen and commercial awareness • Leadership and stakeholder management • Data analytics and reporting skills • Project and workflow management • Strategic thinking and execution • Emotional intelligence and professionalism • Innovative and solutions-driven mindset • Resilience, reliability, and accountability
Location: Egypt Position Type: Full-Time