Our Purpose

At MRM Global, our purpose is to enable the world’s leading consumer brands to increase their sales and reduce wastage.

Up to 50% of physical marketing materials in the consumer goods industry are never executed and are instead sent to landfill, incinerated, or recycled. This wastes time, resources, money and most importantly has a huge negative impact on the environment.

At MRM Global, we believe there is a better way to support customers with physical point of sale marketing. We believe that the future is on-demand ordering, localised content, and distributed production.

Clients including as Bacardi, Diageo, Carlsberg, Pernod Ricard, and Molson Coors use our Brand Creator technology platform to create customised and brand compliant marketing materials that are produced on-demand through our cloud printing network.

MRM Global has recently won a multi-year national contract with a major drink's distributor. We are looking for an energetic, experienced and solution-oriented Customer Success Manager to implement the team's strategy, manage, and nurture their “book of business” and drive our product adoption and user engagement rates ever higher.

The ideal candidate will be someone with a growth mindset who thrives on taking responsibility and loves rolling their sleeves up and getting stuck into big challenges and solving tricky problems. We are looking for someone who enjoys operating at a very fast pace, learns relentlessly and is always looking to improve themselves and support their team.

Our Culture

Our culture reflects our rapid growth and our ambition to be the global market leader. That means that we are a fast-paced organization where every day is different, and the work is challenging. We appreciate that the scale-up experience isn’t for everyone. We are specifically looking for people who love taking responsibility, challenging themselves, and who strongly relate to our 4 core values:

• 
  We’re a Team: Growing a global company means solving some exceedingly difficult problems and we believe working as a team and leveraging the skills of a diverse group of people is the best way to solve those problems. We look for team players with a record of accomplishment of working with others to achieve amazing results.
  
  
  
• We’re Resilient: If you're looking for a smooth ride on a freshly surfaced road, with no diversions, MRM probably isn't for you. We’re looking for people who love a challenge, can handle uncertainty, and have the gritty resilience to overcome difficulties.

• We’re humble: Being open to learning and being able to admit when you are wrong is fundamental to having the growth mindset required at MRM. At MRM we are taking on new challenges every day and we do not have all the answers. Those who succeed at MRM are humble with a strong desire to develop themselves and be constantly learning.
  
  
  
• Be Yourself: At MRM we believe it's essential to have genuine connections with team-mates, customers, and suppliers. We look for people that are honest, genuine and can build deep relationships with others based on trust and authenticity.
  

What you’ll do;

• Drive adoption and user engagement by ensuring that users are effectively onboarded, trained, and supported in the use of MRM’s Brand Creator technology.
• Work closely with MRM’s trade marketing team and the local marketing and trade development teams so we provide users with the right marketing content at the right time.
• Work closely with the customer’s regional users, commercial and trade development functions to ensure alignment on strategic goals and activation plans.
• Share best practices between other customer success teams in the US and in UK to ensure quick learning.
• Be a product expert able to support users with training and guidance on how to get the most value from our technology.
• Act as the voice of our customer by providing feedback into our central functions such as Product, Supply Chain and Support.
• Develop deep insight and knowledge of the customers teams and needs by building a network of relationships founded on a base of honesty, integrity, and trust.

What you’ll bring;

• Demonstrated progressive experience in a B2B/Enterprise Customer Success management.
• A strong passion for the customer experience, professional services, and customer support.
• A strong customer advocate with the ability and willingness to engage directly with customers.
• Ability to communicate well with individuals, teams, partners and at industry level events.
• A record of accomplishment of success and strategy in turning new customers into raving advocates.
• Openness and willingness to communicate and collaborate with cross-functional teams and needs to drive toward the company goal.
• Thrives on solving problems and discovering opportunities to help people succeed.

Not essential, it would be a bonus if you;

• Experience of working in or with the hospitality or beverage alcohol industry.
• Have experience working in a SaaS business with a usage or transaction-based model.

Success Measures

• User engagement - % and number of active users per month
• Orders per user
• % of App orders vs Custom Orders
• NPS, CSAT and other customer satisfaction feedback
• Revenue growth

What we’ll offer

As well as your salary;

• Health Insurance Benefits.
• 401k. A combined contribution of your choice and a capped company match
• Reward and Recognition. A bonus scheme based on company performance and your personal contribution, with regular recognition along the way.
• Holidays. 33 days including public holidays with the option to buy or sell more
• Summer Fridays. 4 half day Fridays in the summer months to get the BBQ on or set off early on a weekend road trip!
• Remote work environment. Flexibility to work remotely, with regular team meetups to build connections.
• Grow with us. You'll have opportunities to develop your career in a high pace technology company as part of a great team.
• Personal Investment. We'll invest in your personal development and give you regular feedback.
• Open culture. A place where you can bring new ideas, get things done, do things differently, and have a real impact.

You could belong here;

To deliver brilliant marketing to MRM’s global drinks suppliers and their customers we need to build a company that is reflective of their diversity. We are building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.

For more information about us visit https://mrmglobal.com/ or check out our socials.