Customer Growth Specialist

3 semanas atrás

Lisboa, Lisboa, Portugal UNICEF Portugal Tempo inteiro

UNICEF is the world's leading children's rights organization, working for children in 190 countries to save lives, defend rights, and help fulfill their potential. We are funded entirely by voluntary contributions and are committed to making a lasting difference for children.

Job Purpose

We are looking for a Customer Growth Specialist to support our Customer Success team by driving donor expansion, upsells, and renewals within our subscription-based business.

Reporting to the Customer Success Manager (CSM), this role focuses on identifying growth opportunities within our existing donor base, optimizing their experience, and ensuring long-term value. The ideal candidate is a proactive, customer-focused professional who thrives on relationship management and sales-driven engagement.

Key Responsibilities

Donor Expansion & Upselling

  1. Identify and execute opportunities for upsells, cross-sells and plan upgrades based on donor usage data to drive revenue growth.
  2. Educate donors on core resources for results, additional projects, and benefits of higher-tier subscriptions.
  3. Work closely with the CSM to develop targeted growth strategies for different segments.

Donor Engagement & Retention

  1. Monitor donor activity and engagement to proactively identify at-risk donors and implement strategies to prevent attrition.
  2. Manage retention and expansion campaigns (emails, telemarketing calls).
  3. Collaborate with CES and FR Acquisition to ensure donors receive tailored recommendations that align with their profile.

Data-Driven Growth Strategies

  1. Analyze donor data and behavior patterns to predict expansion opportunities.
  2. Utilize CRM platform (Salesforce) to track interactions and manage donor insights.
  3. Report on growth metrics, donor feedback and campaign performance to refine strategies.
  4. Gather and share customer insights to influence product development and improvements.
  5. Advocate for customer needs and provide feedback to internal teams on potential areas of improvement.

Qualifications and Competencies of a Successful Candidate

Experience & Education:

  1. Bachelor's degree in Business, Marketing, Communications, or a related field (preferred).
  2. 3+ years of experience in Customer Success, Sales, Account Management, or a related field.
  3. Experience in subscription-based businesses or recurring revenue models is a plus.
  4. Strong relationship-building and communication skills.
  5. Sales-oriented mindset with a focus on customer satisfaction and retention.
  6. Project Management and Problem-Solving skills.
  7. Ability to analyze customer data and identify growth opportunities.
  8. Experience with CRM tools (e.g., Salesforce, HubSpot).
  9. Proactive, goal-driven, and comfortable working in a fast-paced, high-growth environment.

What We Offer

  1. Hybrid work model with flexibility.
  2. A sustainable office environment.
  3. Additional vacation days and a special day off for your birthday.
  4. Flexible afternoons for family time.
  5. Fresh fruit in the office.
  6. Health insurance.
  7. Opportunities for professional growth within a dynamic team.

Values

UNICEF's work is guided by the values of Care, Respect, Trust, Integrity, Accountability, and Sustainability. We are committed to upholding these values in all that we do.

How to Apply

If you are passionate about this opportunity and meet the qualifications, please send your motivational letter* and resume to recrutamento@unicef.pt with the reference CGS2025, until 28/03/2025.

Candidates who do not submit a motivational letter will not be considered.

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