Tap Retail is an Irish technology company with a mission to digitally enable local independent retailers and level the playing field in a digital-first world. Backed by Enterprise Ireland and led by a team with deep expertise in retail, e-commerce, and logistics, Tap Retail provides an end-to-end digital commerce platform tailored for towns and villages.
Our flagship solution, the Digital Retail Village (DRV), empowers local retailers to build a collective online presence, streamline last-mile delivery, and attract new customers through shared digital marketing. Our work is recognised for fostering collaboration among retailers, supporting town centre vitality, and delivering measurable community and economic benefits.
We do this by bringing together retailers of varying types into one online local shopping marketplace, making it easier than ever for customers to support and shop with their favourite producers & providers, while availing of same day delivery and click & collect services. Our objective is to make it stress-free for smaller retailers to embrace 'digital' and in doing so, increase sales, extend their customer reach, enhance customer loyalty, and compete with bigger brands.
In today's increasingly tech-driven and agile world it is no longer the 'big who eat the small,' it's 'the fast who beat the slow.' If you want to be part of our story or know someone who does, read on
We're looking for a Customer Success Specialist who will roll up their sleeves and lead from the trenches. As a key member of the team, the specialist will help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.
Objectives of this role
· Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
· Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
· Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
· Communicate effectively with both internal and external managers to better understand customer needs, maximize retention and growth, and share learnings.
· Maintain existing customer-success metrics and data as directed.
Responsibilities
· Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
· Maintain consistent communication with clients to ensure correct implementation of strategies.
· Review the customer journey, determine how it's supported, and use a consultative approach to help clients overcome issues and achieve their goals.
· Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
· Collaborate, problem-solve, and strategize with team members on upcoming client meetings.
· Prepare documentation or visuals of campaign performance for clients; analyze trends in CSAT and NPS scores to identify areas for improvement.
· Work with sales and marketing teams to boost customer referrals and develop case studies.
· Strive to achieve success for both business customers and consumer customers (B2B and B2C).
· Build customer engagement and increase user sign-ups.
· Train staff on using the Tap Retail platform and features.
· Train staff to hand out promotional content such as fliers, vouchers, etc., in-store.
· Activate new towns and villages through contests, events, social media, influencer outreach, etc.
· Liaising and onboarding delivery drivers.
· Gathering customer feedback and passing it on to the relevant teams through surveys, cold-calls, etc.
· Liaise directly with the CEO and marketing teammates on overall strategy for Tap Retail & identify avenues to increase customer awareness and adoption in towns
Required Skills and Qualifications
· Three years of experience in communications, marketing, sales, account management, customer success, or similar.
· Strong skills in verbal and written communications, strategic planning, and project management.
· Analytical and process-oriented mindset.
· Ability to work effectively across multiple departments in a deadline-driven environment.
· Ability to take initiative and work independently.
· Active team player, self-starter, and multitasker who can quickly adjust priorities.
· Full clean Irish Driving Licence and Car is a nice to have.
Job Details
Job Types: Permanent, Full-time
Benefits:
* On-site parking
Schedule:
* Monday to Friday
Ability to commute/relocate:
* Dublin 18: reliably commute or plan to relocate before starting work (required)
Experience:
*
o Customer service: 1 year (preferred)