Digital Marketing Customer Experience Manager

Customer Success | SEO Account Management | Digital Agency

Location: South Africa, Fully Remote
Employment Structure: Independent Contractor
Working Hours: 02:00 to 10:00 South African Standard Time
Salary: R31 000 per month depending on experience and expertise
Focus: Customer Experience, Search Engine Optimisation, Digital Marketing and Client Retention

About the Role

We are looking for an experienced and customer focused Digital Marketing Customer Experience Manager to join a growing digital marketing business servicing clients within the Australian market.

This opportunity is ideal for someone who combines strong search engine optimisation experience with excellent relationship management and customer success capabilities.

The successful candidate will oversee a portfolio of digital marketing clients and ensure they receive professional communication, effective onboarding and consistent support throughout their relationship with the business.

You will act as the primary connection between clients and the internal digital marketing team, ensuring campaign activities and deliverables remain aligned with customer objectives.

The position requires someone who is comfortable managing multiple client relationships, coordinating marketing projects and communicating campaign performance in a clear and commercially relevant manner.

We are particularly interested in candidates with previous digital marketing agency experience who are accustomed to managing high volumes of client accounts.

The successful candidate will initially work approximately 20 hours per week for the first 1 to 2 months before transitioning to 40 hours per week.

Key Responsibilities

Customer Experience and Relationship Management

• Manage an assigned portfolio of digital marketing clients and act as their primary point of contact.

• Develop and maintain strong professional relationships with clients.

• Ensure customers receive consistent communication and support throughout their engagement with the business.

• Lead client onboarding meetings, campaign updates, review discussions and quarterly catch ups.

• Understand client business objectives and translate these into clear marketing priorities.

• Manage client expectations regarding campaign performance, project timelines and deliverables.

• Proactively identify concerns and resolve issues before they escalate.

• Support customer satisfaction, long term retention and account growth.

Customer Onboarding

• Take responsibility for the onboarding process for new clients.

• Confidently coordinate more than 10 new client onboardings per month while managing existing client relationships.

• Ensure onboarding activities are completed accurately and efficiently.

• Communicate campaign requirements and expectations clearly to new clients.

• Coordinate onboarding activities with internal digital marketing specialists.

• Maintain accurate client records and onboarding information within the customer relationship management or project management system.

• Ensure a positive and professional experience for new customers.

Digital Marketing and SEO Coordination

• Work closely with internal search engine optimisation and digital marketing teams.

• Ensure marketing activities remain aligned with client business objectives.

• Monitor campaign performance and review relevant marketing data.

• Prepare and present campaign performance reports with clear insights and recommendations.

• Explain search engine optimisation results and digital marketing performance in a simple and commercially relevant manner.

• Identify opportunities to improve campaign outcomes and customer satisfaction.

• Coordinate communication between clients and internal specialists.

• Ensure marketing campaigns and projects progress according to agreed timelines.

Account Management and Customer Retention

• Manage multiple client accounts and competing priorities.

• Maintain accurate records of client communication, campaign updates and project activities.

• Identify opportunities to strengthen client relationships and improve service delivery.

• Proactively address concerns and support effective problem resolution.

• Contribute to customer retention, renewals and account growth.

• Collaborate with internal teams to maintain consistent communication and efficient campaign delivery.

Essential Requirements

• Minimum of 2 years of experience working within a search engine optimisation agency.

• Previous experience in digital marketing account management, customer success or client services.

• Strong understanding of search engine optimisation strategy, campaign performance and reporting.

• Proven ability to manage multiple client accounts simultaneously.

• Confidence communicating directly with clients through email, video calls, meetings and presentations.

• Ability to understand digital marketing data and explain results clearly and commercially.

• Strong organisational and time management skills.

• Experience working with internal digital marketing or creative teams.

• Excellent written and verbal English communication skills.

• Strong problem solving abilities and a proactive approach to customer relationship management.

Desirable Experience

• Previous experience managing multiple client accounts within a digital marketing agency.

• Experience with Google Ads.

• Knowledge of website development or creative design.

• Previous experience working with international clients.

• Familiarity with ClickUp, SEMrush or GoHighLevel.

• Experience supporting customer retention, renewals or account growth.

Working Hours and Role Structure

This is a fully remote independent contractor opportunity.

The successful candidate will initially work approximately 20 hours per week for the first 1 to 2 months.

The role will then progress to 40 hours per week.

The advertised working hours are 02:00 to 10:00 South African Standard Time.

Once full time, the expected Australian working schedule is 10:00 to 18:00 with the required Australian Eastern Standard Time or Australian Western Standard Time overlap depending on business requirements.

The successful candidate must be comfortable working the required international hours.

Performance and Success Measures

Performance will be measured through:

• Customer satisfaction and long term client retention.

• Efficient and successful onboarding of new clients.

• Consistent and professional customer communication.

• Effective management of multiple client relationships.

• Timely delivery of digital marketing campaigns and projects.

• Achievement of agreed search engine optimisation and marketing objectives.

• Proactive account management and resolution of customer concerns.

• Strong collaboration between clients and internal digital marketing teams.

What We Are Looking For

We are seeking a confident, organised and customer focused professional who enjoys building relationships and ensuring clients receive excellent service.

The ideal candidate will have a solid understanding of search engine optimisation and the ability to communicate campaign performance clearly.

You should be comfortable managing several accounts simultaneously, coordinating client onboarding and maintaining ongoing relationships.

Previous agency experience is particularly valuable as this position requires someone who can work effectively within a busy environment while managing multiple clients, deadlines and priorities.

Strong communication skills, commercial awareness and a proactive approach to customer success will be essential.

If you have experience managing digital marketing clients and enjoy combining search engine optimisation knowledge with relationship management, we encourage you to apply.