Job Description

Description :
Join us as our first Customer Success and Marketing Manager working with our account management and amazing existing client base to improve client satisfaction and drive retention.
Why Join IDX?
Not Just Any Brands: See your work come to life for iconic brands like Rolls-Royce, Vodafone and Bupa.
Collaborative Spirit: Work alongside passionate innovators who share your thirst for progress.
Continuous Learning: Grow your skills with ongoing training, mentorship, and the freedom to experiment.
Fast Paced & Fun: Thrive in a dynamic environment where big ideas and bold action collide.
Cutting-Edge Technology: Play with the latest analytics tools, use AR to build immersive digital events, and explore the future of brand storytelling!
Global Presence: We Get It Done morning, day and night with offices across multiple time-zones!
Our Perks:
?? 25 days annual leave, plus a day for your birthday and holiday trade scheme available!
? Hybrid working (Tue/Wed/Thu in office)
???? Flexibility; for when life happens
? Health cash plan allowing you to claim back on every day healthcare costs incl. dental, vision, psychotherapy, acupuncture and more!
???? Mental Health support including company Employee Assistance Programme
? Private medical insurance, available by personal contribution
? Discounted gym membership options at Fitness First
? TechScheme and Shop Street access
?? 4 paid volunteer days
? Pension scheme & Life Insurance
? Culture Committee focused on regular social, educational and community based activities
The Gig
We're looking for a proactive and perceptive Customer Success and Marketing Manager to lead the charge on understanding how our clients feel about the work we deliver. Acting as an independent voice, you'll reach out to client's post-project to gather structured and meaningful feedback, including Net Promoter Score (NPS), and feed this back into the business to improve quality, satisfaction, and retention.
This role sits alongside our Account Management team -- working collaboratively to ensure feedback is collected at the right time, with the right context, and turned into insights that drive real change.
What You'll Be Doing

• Client Feedback & Satisfaction Monitoring

• Contact clients mid and post project delivery to gather feedback on their experience.
• Administer and track Net Promoter Score (NPS) surveys to measure satisfaction and loyalty.
• Work with Account Managers to determine the optimal timing and approach for gathering feedback, based on project specifics and client relationships.
• Act as an independent voice to help clients share open and honest insights.
• Insight Sharing & Internal Collaboration

• Share feedback with delivery teams to celebrate successes and address areas for improvement.
• Collaborate across departments to ensure actionable insights lead to improved client experiences.
• Maintain a feedback loop that supports ongoing service excellence and innovation.
• Content Creation, Recognition & Awards

• Collaborate with clients to secure quotes, testimonials, and project highlights for use across social media and marketing materials.
• Develop compelling case studies that tell the story of our most impactful work.
• Identify opportunities for award submissions and work with clients who want to be recognized -- crafting thoughtful, high-quality entries that showcase project outcomes, impact, and innovation.
• Liaise with both internal teams and clients to gather data, visuals, and approvals required for award entries.

Success Metrics

• Improved client retention.
• Increase in quality and volume of client feedback, including NPS participation and scores.
• Growth in the number of published case studies and client testimonials.
• Successful award nominations and wins based on submitted work.
• Improved client retention and positive sentiment, measured through surveys and internal feedback.

About You

• Strong interpersonal and communication skills -- both written and verbal.
• Comfortable engaging with clients to encourage honest and useful feedback.
• Experience administering or analysing NPS or other satisfaction metrics.
• A collaborative mindset with the ability to understand context and tailor approaches accordingly.
• Strong attention to detail, especially when developing case studies or writing award entries.

About Us
isn't your average communications company. With over 20 years industry experience and a portfolio of prominent global clients, our award-winning communication solutions are seen by billions every month across a global audience.
We seek The Bold. Shatter expectations, push boundaries - that's the fuel that ignites our powerhouse team. Collaboration is our superpower, where we bring expertise and individuality to elevate and deliver. Rising Stars with boundless hunger, this is your launchpad. Seasoned pros who want to define their Legacy in the industry, this is your home. Be BOLD - Own Your Story at IDX.
An Inclusive Workplace
IDX is an Equal Opportunity Employer. We aim to foster an environment that desires and recruits diverse talent, cultivates a culture that celebrates all identities, life experiences, perspectives, and ensures equal opportunity for all.
Not sure you meet every requirement? We'd still love to hear from you.
Studies show that people from underrepresented groups often don't apply unless they meet every qualification. We know that no candidate is perfect, and we value diverse backgrounds and experiences.
If you need any support or adjustments during the hiring process, just let us know -- we're happy to help.

Skills Required