Customer Strategy Manager

A BIT ABOUT US

You know how it can be really difficult to choose locations for business, because of the sheer complexity of the decision-making process?

Well, what GapMaps does is make it easy to make better location decisions by integrating the latest location data with key demographic, economic and population intel — and allow you to add your own data on one simple-to-use platform.

GapMaps can be found in 23 countries, with more than 450 clients using the platform to drive their location strategies, support marketing plans or understand competitors’ networks and customers. Our in-house location intelligence experts can offer additional help planning your network or supporting and training your in-house team. GapMaps takes the guesswork out of location choices and helps you make decisions with greater confidence.

CUSTOMER SUCCESS AT GAPMAPS

A unique opportunity with global impact has become available for a Customer Strategy Manager to join the Customer Strategy & Success team at GapMaps. As the Customer Strategy Manager you will manage and grow a diverse portfolio of client relationships by ensuring exceptional service delivery, strategic support and commercial retention. The role is responsible for strengthening client partnerships through proactive relationship management, insightful data-driven advisory projects and effective collaboration with internal teams to deliver successful customer outcomes.

THE ROLE

• Responsibility for managing the relationship of a diverse portfolio of clients across a range of industries and markets
• Ensure existing clients’ needs and requests are being met and escalate issues as appropriate
• Ensure effective and timely communication of client needs to key stakeholders across the business to improve the client experience.
• Maintain accurate client records and activity logs in CRM/support systems
• Proactively manage contract renewals by demonstrating ROI and building long-term relationships
• Identify opportunities for account expansion through upselling, cross-selling, and broader adoption of solutions
• Advise clients, using the latest data and insights, on their strategic and commercial decision making
• Create and deliver market and network planning strategies, then support the client to achieve their strategic objectives using GapMaps Live
• Onboard new clients, ensuring they are set up correctly and understand how to use the GapMaps platform effectively
• Support clients in using platform features, providing guidance, best practices, and training where appropriate
• Act as a point of contact for client queries, responding promptly via support portals, email, or video calls

WHAT YOU’LL LOVE ABOUT THE ROLE

• Work across diverse industries and markets, including Australia, South-East Asia and the Middle East
• Help clients solve strategic problems and grow their networks with confidence
• Work with the latest in data and location intelligence to drive fresh insights
• Join a smart, passionate team that thrives on achieving outcomes together

YOU WILL HAVE

• 5+ years of experience in a relevant network strategy, consulting, market research, commercial analytics, customer success or account management role
• Bachelor’s or Master’s degree in Commerce, Business, Geographic Information Systems (GIS) or a related field
• Intermediate or Advanced Excel and data modelling skills
• Strong analytical, mathematical, and critical thinking skills
• Clear communicator with strong presentation and report-writing skills
• A proactive mindset with a passion for solving complex problems and delivering client value
• Experience with Python is desired, but not required

YOU ARE AN EXCEPTIONAL CANDIDATE FOR THIS ROLE IF YOU

• Are motivated and use a proactive approach to understand clients’ needs
• Have impeccable relationship building skills and experience working with high-touch individuals
• Communicate confidently and effectively, both written and verbally, with internal and external stakeholders, and at all levels
• Are passionate about learning and enjoy a fast-paced environment where one day is never the same!
• Can demonstrate autonomous problem-solving skills and the ability to multi-task and not be one-dimensional
• Work collaboratively, have a flexible attitude and thrive in working independently
• Love using data to tell compelling, insightful stories that guide customers to actionable outcomes

READY TO JOIN US?

If you’re excited about using data to help businesses grow smarter and faster, we’d love to hear from you. Apply now with your resume and a short cover letter telling us why this role is right for you.