About Company
Marston’s PLC is a leading independent brewery and pub operator in the UK, boasting a rich heritage dating back to 1837. Headquartered in Wolverhampton, we are proud to brew iconic British beers and operate a diverse estate of over 1,400 pubs across the country. We are deeply committed to quality, community, and providing exceptional experiences for our customers, whether they are enjoying a pint in one of our pubs, staying in our lodges, or partnering with us as a tenant. Our success is built on a foundation of passion, innovation, and a dedication to nurturing talent within our vibrant and expanding team. Join us and be part of a company that values tradition while embracing the future of hospitality.
Job Description
Are you passionate about building strong relationships and ensuring customers achieve maximum value from their partnerships? Marston’s PLC is seeking a dedicated and proactive Customer Success Representative for a fully remote role, supporting our diverse network of licensees and business partners across the UK. In this pivotal position, you will be the primary point of contact for a portfolio of key accounts, fostering long-term relationships, anticipating needs, and driving satisfaction. You will play a crucial role in onboarding new partners, providing ongoing support and training, and ensuring our products and services align seamlessly with their business objectives. This is more than just customer service; it’s about strategic partnership and proactive engagement to help our customers thrive. If you possess excellent communication skills, a problem-solving mindset, and the ability to work independently within a dynamic environment, we encourage you to apply. While the role is remote, you will be an integral part of our Wolverhampton-based team culture, contributing to our continued growth and success from anywhere in the UK.
Key Responsibilities
- Manage a portfolio of customer accounts, building and nurturing strong, long-lasting relationships.
- Act as a trusted advisor, proactively engaging with customers to understand their needs and provide solutions.
- Onboard new customers, ensuring a smooth and successful integration with Marston's products and services.
- Provide ongoing support, training, and guidance to customers, resolving issues efficiently and effectively.
- Identify opportunities for customer growth, upsell, and cross-sell of additional Marston's offerings.
- Gather customer feedback and collaborate with internal teams (e.g., sales, operations, marketing) to improve customer experience.
- Monitor customer health metrics, identify potential risks, and implement strategies for retention and satisfaction.
- Prepare and present regular performance reports and business reviews to key stakeholders.
Required Skills
- Minimum of 2 years of experience in a Customer Success, Account Management, or similar client-facing role.
- Demonstrated ability to build and maintain strong customer relationships remotely.
- Excellent verbal and written communication skills, with a keen eye for detail.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Proficiency in using CRM software (e.g., Salesforce) and Microsoft Office Suite.
- Ability to work independently and manage time effectively in a remote work environment.
Preferred Qualifications
- Experience within the hospitality, brewing, or food & beverage industry.
- Bachelor's degree in Business, Marketing, or a related field.
- Familiarity with digital collaboration tools and remote communication best practices.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Flexible remote working options.
- Generous employee discounts across Marston's pub and lodge estate.
- Company pension scheme and life assurance.
- Comprehensive training and development opportunities to support your career growth.
- 25 days annual leave plus bank holidays.
How to Apply
Ready to make a real impact from the comfort of your home? We encourage all qualified candidates to click on the application link below to submit your resume and cover letter. Tell us why you’re the perfect fit for this remote Customer Success Representative role at Marston’s PLC.