Job Details

Client Service Lead

As a Client Service Lead you will act as a liaison between the client, the agency's client partnership team and operations, in providing dealers and their advertising partners with the support and tools to help promote brand-enhancing advertising. If you are committed to excellence and strive to achieve and maintain productivity and quality standards, this role may be for you. This is a remote-first, full-time position.

Responsibilities:

• Apply lean daily management principles, to achieve and maintain productivity and quality standards. Closely monitor that goals and SLAs are met.
• Anticipate internal hurdles and course-correct to prevent inefficiency in workflow
• Work with a wide range of clients and customers (primarily via email, phone, and chat) to understand their marketing needs
• Maintain accurate profile and communication records with proactive reporting tied to support and actions provided
• Proactively communicate internally and externally to keep all key stakeholders updated on program progress and performance.
• Compile, analyze and distribute monthly, quarterly and annual reporting and provide actionable insights and recommendations to clients and internal teams. Monthly Distributor statistics should be provided to the client within the first five business days of each month or as otherwise determined.
• Proactively anticipate client needs/questions by being the "voice of the client."
• Provide oversight of content management for custom and non-custom items, posting non-custom assets and ensuring Distributor content specialists are posting custom assets in an accurate, timely, and consistent manner.
• Provide consistency and complete clarity on POD tracker entries and updates and ensure that orders are thoroughly checked for quality and accuracy and are error-free prior to production.
• Fully understand and lead content management services and act as a liaison with co-op and compliance teams by relaying relevant information
• Support the establishment of productive workflows across both US and global teams to ensure efficiency and that goals and SLAs are met
• Participate in team collaboration through idea-sharing and brainstorming sessions
• Support the maintenance of SOPs and other account related training documents

• Bachelor's degree in business, communications, journalism, marketing or related field. Some outside training/continuing education within the field may be needed
• 2 plus years of agency experience and 6 months to 1 year of formal or informal leadership experience
• Multimedia digital knowledge
• Understanding of industry trends and a passion for technological innovation
• Strong math, written and verbal communication skills, as well as proven problem-solving and multi-tasking ability
• Ability to organize work, handle multiple tasks and meet deadlines
• Exceptional client and customer service background
• Comfortable solving conflict internally and externally
• Experience with Microsoft Office applications, including Word, Excel, Outlook, PowerPoint
• Experience with Photoshop preferred
• Previous experience of working with collaborative creative and marketing teams
• Experience with e-commerce applications helpful, but not required
• A natural curiosity and an eager desire to learn