Lead, Client Delivery - Incent

The Lead acts as an operational leader in providing local channel partners and their advertising partners with the support and tools to help promote brand-enhancing advertising and effective fund utilization through thought leadership, a deep understanding of the client’s strategic priorities and key business objectives, a thorough understanding of each program’s guidelines, intermediate knowledge of traditional and digital media, and expertise in both program administration and customer service.

This role is critical to our global client and customer success and each individual must be focused on serving as a brand ambassador, collaborating with internal and external team members, controlling quality, identification of potential risk and issues, being the voice of the customer, monitoring customer health, and providing excellent customer service.

Duties/Responsibilities

Assess workload, assign daily goals, and send team status updates to ensure that goals and SLAs are met. Anticipate internal hurdles and course correct as necessary

Support the establishment of productive workflows and team optimization across both US and global teams

Report and track metrics against established department benchmarks (AIM), action planning when necessary

Develop an advanced knowledge of the assigned program(s) and serve as the day-to-day decision maker for the team and program operations, escalating as appropriate

Lead the implementation of special projects as directed by the client or internal teams

Support with data loads and payment runs

Work with a wide range of clients and customers (primarily via phone, chat, and email) to understand their marketing needs and resolve escalations independently

Maintain accurate profile and communication records with proactive reporting tied to support and actions provided

Coach customers and advertising partners in creating and submitting brand enhancing content

Resolve helpdesk escalations and provide coaching to team, route tickets to the appropriate resources or supervisor

Own monthly release testing and enhancement QA

Establish and maintain website and reporting QC processes

Proactively communicate internally (and externally, if applicable) to keep all key stakeholders updated on program progress and performance

Assist with the compilation and analysis of monthly, quarterly, and annual reporting and provide actionable insights and recommendations

Fully understand and lead channel partner marketing operational services

Fully understand program website(s) and tools for intermediate admin configuration

Lead partnerships by serving as a liaison with internal teams or key program vendor partners

Collaborate with team

Participate in idea-sharing and brainstorming sessions

Maintain SOPs, Clarification & Exception trackers, and other account-related training documents

Able to flex up or down in job responsibilities when needed

Required Skills/Abilities

Proven technical competence including experience with Microsoft Word, Excel, Outlook, and social publishing platforms

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 skills

Comfortable solving conflict

A natural curiosity and an eager desire to learn

Education and Experience

Bachelor’s degree in business, communications, marketing, journalism, or related field. Some outside training/continuing education within the field may be needed

2-years agency or related experience and 6 months of formal or informal leadership experience

Remote-work experience preferred and demonstrated ability to work independently

Originally posted on Himalayas