The Adult Content Account Manager will oversee client accounts within the media and agency industry, ensuring smooth operations and optimal performance. This role requires a proactive approach to managing relationships and delivering tailored solutions.

Client Details

Our client is a mid-sized organisation operating within the media and agency industry, offering specialised services to a global clientele. They are committed to delivering innovative solutions and maintaining high standards of client satisfaction.

Description

Creator Relationship Management

* Own and manage relationships with a portfolio of creators, serving as their primary point of

* contact.

* Build trusted, long-term partnerships through proactive communication

* Lead creator onboarding/offboarding, ensuring a smooth transition into/out of the agency services.

* Conduct regular calls and check-ins with creators to understand goals, challenges, and

* opportunities for growth.

* Act as the voice of creators internally, advocating for their needs across operations, sales,

* marketing, and leadership teams.

* Manage and own the creator WhatsApp groups, using the four D's matrix to do, delete, delegate or

* delay

Retention & Churn Management

* Own creator retention targets and proactively identify churn risks before they escalate.

* Develop and execute retention strategies to improve creator lifetime value and engagement.

* Monitor creator health metrics, engagement signals, satisfaction scores, and revenue trends to

* identify at-risk the creator leaving.

* Work with the team to implement structured recovery plans for dissatisfied or disengaged creators.

* Analyse churn drivers and present recommendations to leadership on reducing attrition.

Revenue Growth & Upselling

* Drive revenue growth across the creator portfolio through upselling and cross-selling agency

* services.

* Identify opportunities to expand creator adoption of additional products, services, and

* monetisation channels.

* Partner with paywall and marketing teams to maximise creator lifetime value.

Creator Success Operations

* Ensure the creators are sent weekly to do lists based on the delivery teams requirements for

* content.

* Follow up with the creators to ensure content creation scores are improving.

* Establish and maintain scalable creator success processes, playbooks, and communication

* frameworks.

* Develop creator grouping strategies to ensure appropriate service levels across different creator

* tiers.

* Create and optimise workflows for onboarding, retention, escalation management, and creator

* engagement.

* Ensure CRM and creator records are consistently maintained and up to date.

* Ensure that the delivery teams are completing their asana tasks based on the creators requests

* within a timely manor.

Performance & Analytics

* Track and report on key creator success metrics including:

* Churn rate

* Creator retention rate

* Net Revenue Retention (NRR)

* Expansion revenue

* Creator Lifetime Value (LTV)

* CSAT

* NPS

* Creator engagement scores

* Creator content production

* Produce regular performance reports and insights for leadership.

* Use data to identify trends, opportunities, and operational improvements.

Escalation & Issue Resolution

* Manage complex creator issues and escalations with professionalism and urgency.

* Resolve disputes, concerns, and service-related challenges while protecting long-term creator

* relationships.

* Coordinate resources to ensure timely issue resolution.

* Maintain high standards of creator communication during periods of change or challenge.

Profile

The Successful Applicant

Required Skills & Experience

* 2+ years' experience in Customer Success, Account Management, Creator Management, Talent

* Management or a similar client-facing role.

* Proven experience managing a large portfolio of clients or creators while maintaining strong

* relationships and high levels of satisfaction.

* Demonstrable experience improving client retention, reducing churn and driving account growth.

* Strong commercial mindset with experience identifying upsell and cross-sell opportunities.

* Excellent communication and relationship-building skills, with confidence leading calls and

* managing challenging conversations.

* Experience tracking and reporting on performance metrics such as retention, churn, CSAT, NPS,

* engagement and revenue.

* Highly organised with the ability to prioritise workloads and manage multiple stakeholders

* simultaneously.

* Experience using CRM systems and project management tools such as Asana, Monday.com or

* similar platforms.

* Strong problem-solving skills with the ability to proactively identify issues and implement solutions.

* Comfortable working in a fast-paced, high-growth environment with a high level of autonomy and ownership.

Job Offer

• Comprehensive benefits package tailored to support employees' well-being.
• Opportunities for professional growth within the media and agency industry.
• An inclusive and supportive company culture that values individual contributions.

If you are ready to take on the challenge of becoming an Adult Content Account Manager, apply today to join a forward-thinking team in an exciting industry.