Head of Customer Success Projects
Mixfame.com, United Arab Emirates
Job Description
TV Commercials, Movies, TV Shows is tough work. You thrive in an ambitious environment where stretch-goals is a natural element that motivates you. We are Mixfame, the largest platform in the middle-east providing part-time workers and talents to TV Channels, Media Agencies, Production Houses and Global Brands within the production industry.
The Head of Customer Success amp; Projects, is a multi-faceted role, that carries equal weight on Client Servicing and Business Development.
You will take lead of our 4 person fulfillment team in Dubai and ensure that all obstacles they might face is mitigated and turned to positive experiences for clients. You are a problem solver of nature, with excellent communication skills and an eye for details. You carry client feedback into the organization to improve processes and workflows.
A typical day includes 30% of time working with clients on either relationships, briefings, negotiation or servicing. 30% of your time will be spent with our fulfillment team working on solving problems and obstacles and ensuring processes and projects are delivered to a 10star experence everytime. The remaining 40% of your time will be spent on new-bizz, pitching and negotiations on contracts,
The head of Customer Success and Projects, own traiditional KPI's like Revenue and Client Feedback, but also takes charge of New-bizz / Pitching Pipeline through Business Development, Gross-margin through Negotiation skills and Hiring a team of A players to meet client expectations and project delivery.
You are reponsible for P/L on our fulfillment department and will work tirelessly to grow both YoY revenue while securing a healthy gross-margin through a customer-first approach.
This position works alongside our Managing Director and is part of the leadership team.
- Develop and grow client relationships and secure new TV and Film projects weekly
- Negotiate and secure projects, growing YoY department revenue with 30%
- Hire, Manage and Lead a team of A players and oversee all project details and fulfillment
- Own pipeline, pitcing and negotiation process to ensure P/L growth YoY.
- Juggle customer-centricity and P/L to always deliver a 10star experience.
Our financial situation as a startup during Covid19
Mixfame is a 4.5 years old company with 60-150% YoY growth each year since inception and a very healthy financial situation. We have never raised money and likely never will, but continue to grow organically. Our startup was profitable even during recent lockdown while the industry was at it's knees and no projects could be carried out for 3-4 months. We did not lower salaries during the epidemic but paid our entire team in full without layoffs.
Requirements
Must haves:
- You must have excellent communication skills (Arabic + English) and use it to drive sales and out-reach.
- You are extremely organised and structured in daily work and understands the importance of process and planning.
- You are a fair manager who cares about people and culture and always celebrate successes and share the sweat and tears with your team regardless of seniority.
- You have unhuman client servicing skills and can create relationsships with everyone from CEO's to assistants in a multi ethnic environment
- Excitement to work in a startup environment, where every day offers challenges to solve, not in your job description.
- Ability to adapt to new processes and workflows in an digital first organization.
- Ability to keep a cool in stressful situations and steer your team to the best outcome
- Acceptance that production and media industry is an always-on industry that sometimes require weekend and/or evening hours.
Nice to haves:
- If you have a background in TV Production, Media Agency, Advertising Agency, Film or Media Production, it would be benefitial but not required.
- Experience with leading daily standups, weekly planning meetings or OKRs.
Benefits
You get to place 100s and 100s of people into life-time experiences in TV Commercials, Movies and Shows every month, while working in a dynamic, young startup, shaping the culture and with a direct impact on the success of the company.
Our offices is located in the middle of JLT, completely renovated office with a cool young team of dedicated, motivated A-players.
- Flexible work hours as projects require with 40 hours a week
- All the basics of UAE, including yearly flight ticket, visa amp; health insurance
- Free coffee, softdrinks, fruits and snacks in office
- A competitive salary and leadership incentive plan (equity program)
- Freedom under responsibility and ability to discover and drive val