Customer Success Coordinator

Overview

About SoPost

SoPost is building the future of product sampling. Since 2012, we've been working with the world's biggest brands, retailers and publishers to bring product sampling online. Our platform powers trial experiences focused on relevance, data and insights, and helps our partners drive sales, support their data strategies, generate content and build brand awareness.

Headquartered in the UK, and active in 30 countries, we process one order every two seconds on behalf of the brands we work with. We were first-to-market and we're on a mission to continue to lead innovation in our space.

SoPosters are committed and curious and we live by our values:

We make every interaction matter
We care about each other, our customers, the end consumer, partners and investors. We're curious, ask questions and actively listen to the response. We take our time to understand needs, offer advice and deliver solutions - both internally and externally.

We ship early and often
We are agile and learn as we go. We get stuff done by having a relentless focus on progress in everything we do.

We act like the underdog
We are the leaders in our field but don't take anything for granted. Our job is never done: we win by innovating and being first-to-market, by doing the small things that have a big impact. We know when to be frugal and when to be bold. And above all else, we know that success is earned.

We write our own stories but win as a team
We are individuals who have our own expertise, use our own judgment, manage our own workload, learning and career. But we know our mission is greater than one person. We celebrate successes and work through problems together. We respect each other and have fun along the way.

We believe that it is not just our technology which sets us apart but also our people and we have an ambition to build a team of the most talented individuals in our industry.

Curious about what makes SoPost so special? Watch our What makes SoPost a great place to work? video to hear more from those who know us best.

What we're looking for

We are looking for a Customer Success Coordinator to join our growing EMEA team in London. In this role, you'll support our Customer Success Managers to build and monitor live campaigns, prepare post campaign reports, and work with our warehouse operations team to coordinate stock management.

Reporting to our EMEA Customer Success Team Lead, the successful candidate will need to be organised, methodical in approach, efficient and a team player. You will work closely with internal teams to improve processes and help deliver seamless campaigns for our brand partners.

This is an excellent opportunity for someone at the start of their career who's organised, eager to learn, and looking to gain hands-on experience in digital marketing, customer support, and campaign operations.

Responsibilities

Key Responsibilities

• Support the Customer Success Managers in the day-to-day execution of digital sampling campaigns
• Coordinate with brand partners to collect creative assets and key campaign information
• Assist with setting up campaigns in our platform and monitor performance once live, including troubleshooting where necessary
• Help prepare post-campaign performance reports and presentations including gathering and analysing relevant data
• Work with our warehouse operations team to coordinate sample stock deliveries and track stock levels, escalating to Managers when necessary
• Manage the end-to-end execution of low-complexity campaigns when required, including onboarding, setup, monitoring and post-campaign reporting
• Maintain and update internal trackers and documentation for active campaigns
• Provide administrative and organisational support to ensure campaigns run on time and to a high standard
• Participate in team meetings, sharing updates and learning from more senior team members

Requirements

Essential skills

• Strong organisational and time-management skills
• Excellent attention to detail and a process-driven approach
• Good written and verbal communication skills
• Ability to multitask and work efficiently in a fast-paced, deadline-driven environment
• A proactive, team-oriented attitude with a willingness to learn
• Basic proficiency with Slack and Google Workspace tools

Desirable skills

• Up to 1 year of experience (internship or entry-level role) in marketing, customer support, project coordination, or a similar role
• Interest in beauty, FMCG, or digital marketing

Benefits

What we will offer you

• Competitive salary
• 25 days of annual leave, plus bank holidays and three additional days over Christmas and New Year when all SoPost offices are closed
• One Life Moment per year of additional leave, which you can define, it could be your child's first day at school, a house move, or your birthday
• Quarterly wellness allowance
• After 5 and 10 years, the opportunity to take a four-week sabbatical with a generous contribution from SoPost towards whatever inspires you
• Commitment to growing your professional development, with a training budget to support that commitment, including study support
• Eligibility for our flexible working arrangement, giving you the power to manage your time and place of work
• Participation in our annual bonus plan and pension scheme
• SoPost Me Anywhere - work anywhere in the world for two weeks per year
• Enhanced maternity leave pay
• Dog-friendly office - bring your best friend to work with you
• Social events (monthly team lunches, quarterly drinks, and team-building activities)
• Medical cash plan - a health benefit that helps cover the cost of routine healthcare by reimbursing you for everyday essentials like dental care, optical appointments, and physiotherapy
• Employee Assistance Programme - 24/7 access to confidential support, counselling services, and expert guidance on wellbeing, finances, and mental health

Hiring Process

The hiring process may change slightly depending on a number of factors. It is generally a multi-step process as indicated. If you pass one stage, you will proceed to the next.

We believe that the successful recruitment for any role at SoPost is as much about giving you the opportunity to find out about us and our company as it is about us finding out about you and your capabilities. We want you to be as excited about joining SoPost as we are about being here!

With that philosophy in mind, we will be running the following selection process to ensure that each candidate is given a comprehensive view of what we are all about. Please note that applications are reviewed and interviews are conducted on a rolling basis, so don't wait to apply!

Please let a member of the team know if you require any adjustments to the process, or include this in your application form.

Stage 1: A 30 minute video call with our Customer Success Team Lead who will review your CV, explore your motivations for applying, and discuss what excites you about the role. You'll also have the opportunity to ask any questions you may have about the position, or SoPost.

Stage 2: (Part 1) You will be asked to complete a pre-interview task. (Part 2) You will be invited to present your solution to members of our Senior Team. This may be virtual or in person, depending on your location. Please note if we are unable to conduct the panel interview in person, you may be invited to an additional in-person stage before the final interview.

Stage 3: A virtual call with our Founder & CEO, Jonny. References & Offer: We will make a formal offer, subject to references.

This role is based in London. Employment is conditional on the candidate's right to work in the chosen location. SoPost is not able to offer visa sponsorship for this role.

SoPost is committed to the fair treatment of its staff, potential staff or users of its services, regardless of offending background. We are required to carry out a basic criminal check as part of our pre-employment checks. A written policy on the recruitment of ex-offenders is available on request.

We reserve the right to close this vacancy when we receive a sufficient amount of applications.