We are looking for a personable, organised and Brand Success Manager to join our fast growing marketing tech startup.

Working closely with a growing team of incredible Brand Success Executives, you will be the strategic and supportive partner, guiding the onboarding, implementation and management of our Brand Partners.

You will work with some of the most exciting and cutting edge brands to help them grow through the power of their passionate customers.

THE COMPANY

Duel is a SaaS company on a mission to empower brands to grow through the advocacy of the people who love them. It was founded by world-record-breaking adventurer and former brand ambassador Paul Archer, alongside viral games developer Naio Tsarouchis, and we exist to show there’s a better way to build businesses, to build a better future, proving that caring for people builds brand, which builds long-term and exponential profit returns.

The Duel Brand Advocacy Platform allows mid-level to enterprise brands to do just that - scaling how they manage their relationships with thousands of advocates, customers, creators and brand ambassadors. We’re proud today that brands such as Abercrombie & Fitch, Monica Vinader, Charlotte Tilbury, Mint Velvet, Neom and Tropicfeel (to name a few, but not to name some household names that are yet to go live) are doing just that.

The Duel team comprises psychologists, brand experts and community builders from companies including Amazon, Treatwell, Bain, Mimecast and Lululemon as well as young entrepreneurs, psychologists and other exceptional talents



THE ROLE

As you can probably tell, at Duel, we are obsessed with helping our brands get organic growth through the word-of-mouth of their happy customers. At the core of this principle is providing a remarkable customer experience. We take that to heart with our own customers, who have now become the primary channel for our own growth. You will be guiding and supporting the team with the most regular points of contact and therefore are the most important factor in providing a remarkable customer experience. Through this experience, the software and ongoing engagement and interaction with you and your team - you’ll be driving our own Advocacy and therefore growth.

• Maintaining relationships with operators of the Duel platform from our Brand Partners (clients) and advise and educate them on the technology to bring each Advocacy Program to life

• Working with multiple levels of customer stakeholders - Technical Admins, team leads, C-Level Execs, Marketing and services contacts.

• Driving value-based conversations relating to adoption, strong technical understanding is important to aid brand' adoption.

• Serving as the primary regular point of contact for both internal and external stakeholders throughout the entire relationship between Duel and a Brand. Identify expansion and risk within your portfolio and work with account team to create a plan

• Staying up to date on market trends within the consumer marketing world

• Working with Account Managers and Strategists to establish customer goals, evaluate their needs and suggest optimisation techniques or additional features to meet their requirements

• Guiding customers through the onboarding phase of their journey, empathising on a personal level with the individual you are assisting from the brand, as well as with the strategy and goals of the brand

• Comfortable with account management duties, Quarterly business reviews, maintaining Hubspot, and documenting successes to share with your peers.

• Working closely with the Duel development team to provide technical support for customers and feedback on new features or products, becoming an integral part of steering the direction of the product

The role doesn’t require any coding ability (so no technical experience required and full training will be provided), but you will spend all day using, deploying and thinking about how the software can best support organic growth for brands - ultimately, through your hands on approach to the software, you will play one of the most important roles in steering the direction of the Duel product.

THE PERSON

• You’ll have a personable, warm and inviting personality - you work well in a team and people generally want to be around you

• Tech-savvy, with a proven interest in using software to run your life. You’re eager to learn and comfortable picking up new skills on-the-fly

• Brand-obsessed, innately knows what makes great brands great

• Excellent verbal and written communication skills (people who mix up your and you’re fill you with rage)

• Strategic mindset with the ability to guide conversations about a brand's vision and plan a roadmap for success.

• A loyal team player, a linchpin to the office and our team - someone who everyone comes to and isn’t afraid to muck in on any project

• Attentive to detail with strong problem-solving skills

• Able to multitask and prioritise tasks in what is guaranteed to be a constantly changing environment

• Able to work well by yourself and in a team

• Passion for the brands, start-ups and the tech sector

EXPERIENCE

• Preferred experience working at an amazing brand making things happen or working within an excellent customer success team OR you just love making an impact and innately understand all areas of brand building

• Experience or degree in Business Administration, Marketing, Communication, or a related field.

• 3+ years of experience in customer success, account management, or a related client-facing role in a tech-driven environment.

• Proven experience in managing customer advocacy programs or similar initiatives.

• Strong understanding of CRM software and customer engagement tools.

WHAT WE OFFER

• Flexible working hours - if you need to fit around childcare or need to work around your life, we understand. Unsurprisingly, we too have lives (and many of us have kids!) and working around what works for you is a core value at the company.

• Around 28 days of PTO pro-rated per year (excluding public holidays and an extended break between Christmas and New Year, when we close shop).

• On-going training where required.

• Perks/Benefits: Choose your own benefits package, including Wellness, Fitness and Growth options. Gym membership, Headspace subscription, Duolingo, reading/Audible budget, cycle-to-work scheme, and Anxiety UK access to name a few!

• Healthcare and 401k for US employees

• Options scheme for all full-time employees - it’s important to us that everybody owns a part of the company and shares in the benefits of what we build

• A remote-first way of working with IRL get-togethers 4 times a year

• Salary: $56,000 - $62,000 USD base salary depending on experience

We’re on a mission to build a remarkable company, with remarkable people and a remarkable culture that you will want to shout from the rooftops about - in a relaxed, flexible and fun environment, the team is driven to making the business a success, while enjoying what we do and who we do it with.

HOW DO I APPLY?

Please send us your CV (no cover letters please) to the email address specified in the ad with the job title as the subject line.

(No recruiters, please! We would rather save the money and put it towards an awesome team day out. Also, no phone calls. Everything must be done by email. Cheers!)

***Duel is committed to creating a diverse environment and is proud to be an equal opportunity employer. We know some folk tend to only apply for jobs when they meet all the criteria - if you think you might be able to do this role (or even grow into it), ping us your CV as we often pool CVs for other roles. Remember, if Kanye can think he’s qualified for the job of president of the United States, you’re probably going to be just fine.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.***

Department

Brand Success Team

Locations

New York Office, Toronto Office

Remote status

Hybrid Remote

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