Temporary Client Management Sucess

Creator Relationship Management

• Own and manage relationships with a portfolio of creators, serving as their primary point of
• contact.
• Build trusted, long-term partnerships through proactive communication
• Lead creator onboarding/offboarding, ensuring a smooth transition into/out of the agency services.
• Conduct regular calls and check-ins with creators to understand goals, challenges, and
• opportunities for growth.
• Act as the voice of creators internally, advocating for their needs across operations, sales,
• marketing, and leadership teams.
• Manage and own the creator WhatsApp groups, using the four D's matrix to do, delete, delegate or
• delay

Retention & Churn Management

• Own creator retention targets and proactively identify churn risks before they escalate.
• Develop and execute retention strategies to improve creator lifetime value and engagement.
• Monitor creator health metrics, engagement signals, satisfaction scores, and revenue trends to
• identify at-risk the creator leaving.
• Work with the team to implement structured recovery plans for dissatisfied or disengaged creators.
• Analyse churn drivers and present recommendations to leadership on reducing attrition.

Revenue Growth & Upselling

• Drive revenue growth across the creator portfolio through upselling and cross-selling agency
• services.
• Identify opportunities to expand creator adoption of additional products, services, and
• monetisation channels.
• Partner with paywall and marketing teams to maximise creator lifetime value.

Creator Success Operations

• Ensure the creators are sent weekly to do lists based on the delivery teams requirements for
• content.
• Follow up with the creators to ensure content creation scores are improving.
• Establish and maintain scalable creator success processes, playbooks, and communication
• frameworks.
• Develop creator grouping strategies to ensure appropriate service levels across different creator
• tiers.
• Create and optimise workflows for onboarding, retention, escalation management, and creator
• engagement.
• Ensure CRM and creator records are consistently maintained and up to date.
• Ensure that the delivery teams are completing their asana tasks based on the creators requests
• within a timely manor.

Performance & Analytics

• Track and report on key creator success metrics including:
• Churn rate
• Creator retention rate
• Net Revenue Retention (NRR)
• Expansion revenue
• Creator Lifetime Value (LTV)
• CSAT
• NPS
• Creator engagement scores
• Creator content production
• Produce regular performance reports and insights for leadership.
• Use data to identify trends, opportunities, and operational improvements.

Escalation & Issue Resolution

• Manage complex creator issues and escalations with professionalism and urgency.
• Resolve disputes, concerns, and service-related challenges while protecting long-term creator
• relationships.
• Coordinate resources to ensure timely issue resolution.
• Maintain high standards of creator communication during periods of change or challenge.