Job Description
Reward Gateway | Edenred is a leading digital platform that provides services and payment solutions for employees, connecting 52 million users with 2 million partner merchants across 45 countries through nearly 1 million corporate clients.
With our shared missions of ‘Making the World a Better Place to Work” and ‘Enriching connections, For good’. You’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.
We have a highly talented team who live up to our shared values, bringing to life “Entrepreneurial Spirit”. We love to “Push the Boundaries”, but importantly show “Respect” in how we go about our work. Our “Speak Up” and “Be Human” culture is at the heart of what it is to work with us, and we encourage everyone to bring innovation and ‘Imagination’ to the work they do. You’ll very quickly feel like one of the team.
Your Role in our Mission:
We are redefining how we support and retain our SMB customer base. As our SMB Customer Programs Manager, you will own the programs that engage 250+ Wellbeing+ customers through HubSpot automation, creative messaging, and streamlined renewals. Your mission is to deliver consistent, value driven communications at scale while reducing churn and boosting engagement.
This is a hands on, high impact role where you will design and manage customer journeys, partner with Account Management and Client Success/Support to refine messaging, and ensure smooth contract renewals through Salesforce. You will be the connector between automation, customer engagement, and retention, helping us shape the future of how we serve SMB clients.
Working hours will be from 16h00pm to 00h00am (midnight).
With our shared missions of ‘Making the World a Better Place to Work” and ‘Enriching connections, For good’. You’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.
We have a highly talented team who live up to our shared values, bringing to life “Entrepreneurial Spirit”. We love to “Push the Boundaries”, but importantly show “Respect” in how we go about our work. Our “Speak Up” and “Be Human” culture is at the heart of what it is to work with us, and we encourage everyone to bring innovation and ‘Imagination’ to the work they do. You’ll very quickly feel like one of the team.
Your Role in our Mission:
We are redefining how we support and retain our SMB customer base. As our SMB Customer Programs Manager, you will own the programs that engage 250+ Wellbeing+ customers through HubSpot automation, creative messaging, and streamlined renewals. Your mission is to deliver consistent, value driven communications at scale while reducing churn and boosting engagement.
This is a hands on, high impact role where you will design and manage customer journeys, partner with Account Management and Client Success/Support to refine messaging, and ensure smooth contract renewals through Salesforce. You will be the connector between automation, customer engagement, and retention, helping us shape the future of how we serve SMB clients.
Working hours will be from 16h00pm to 00h00am (midnight).
Key Responsibilities
- Manage and optimize HubSpot campaigns (50%+ of your time) to deliver engaging, personalized communications that drive adoption and retention
- Own the SMB customer journey content, building sequences, creating messaging, and partnering with Account Management and Client Success/Support to refine and expand campaigns
- Renew customer contracts in Salesforce, create quotes, and ensure renewals are executed on time
- Respond to customer requests via email and occasional calls, ensuring issues are resolved quickly and professionally
- Track and analyze HubSpot campaign performance, making adjustments to improve engagement and retention rates
- Identify upsell opportunities through automated and email based interactions, passing qualified leads to Account Managers
- Collaborate closely with Account Management, Client Success, and Client Support to deliver a cohesive customer experience
What success looks like:
- Reduced churn rates across the SMB Wellbeing+ customer base
- Increased customer engagement with HubSpot campaigns (open rates, click through rates, and responses)
- Consistent, accurate execution of renewals and customer communications
- New upsell opportunities identified through automated outreach
- Contribution to building a scalable model that can expand to other customer segments over time
Why join us:
This is your chance to help us redefine how SMB customers are managed by delivering value at scale in ways that are not possible through traditional one to one account management. The long term vision is for this role and program to expand, supporting a broader subset of customers as a supplemental model alongside our Account Management team. You will be at the center of building something innovative, impactful, and scalable.
This is your chance to help us redefine how SMB customers are managed by delivering value at scale in ways that are not possible through traditional one to one account management. The long term vision is for this role and program to expand, supporting a broader subset of customers as a supplemental model alongside our Account Management team. You will be at the center of building something innovative, impactful, and scalable.
Skills
- Proven experience with HubSpot (must have); experience with Salesforce is a strong plus
- 1–2 years in Account Management, Customer Success, or a related role
- Strong written communication skills, with the ability to write clear, engaging copy for email campaigns and customer communications
- Analytical mindset with comfort reviewing campaign data and identifying ways to improve performance
- Creativity and customer empathy with a focus on messaging that resonates and drives action
- Collaborative energy and the ability to work effectively across teams and functions
- Organized and detail oriented with the ability to manage multiple campaigns, renewals, and tasks
The Interview Process
- Online interview with a member of the Talent Acquisition Team
- 1st stage interview with Head of SMB and Client Success Team Manager
- Assessment
- Final Interview with Head of SMB and Client Success Team Manager
At Reward Gateway, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.
Be comfortable. Be you.
We want all our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work.
We hire BETTER.
Find out more about our approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at rg.co/lifeatrg.
