Head of Client Services

Posted about 1 month agoViewed

💎 Seniority level: Manager

📍 Location: Mexico, Portugal, Spain, Brazil, EST

🔍 Industry: Marketing, Advertising

🏢 Company: Darkroom👥 11-50 Digital Marketing Advertising Consulting Web Development Brand Marketing Marketing Web Design

🗣️ Languages: English

🪄 Skills: LeadershipProject ManagementSQLData AnalysisPeople ManagementHR ManagementCross-functional Team LeadershipOperations ManagementBusiness OperationsAmazon Web ServicesStrategic ManagementCommunication SkillsAgile methodologiesRESTful APIsAccount ManagementClient relationship managementSales experienceData visualizationMarketingTeam managementStrategic thinkingDigital MarketingProcess improvementCRMFinancial analysisCustomer SuccessBudget management

Requirements:

Experienced Growth Marketer managing & running paid media campaigns
Experienced with B2C email marketing campaign planning & management (Klaviyo, Mailchimp, etc)
Experienced with marketplace storefront optimization (Amazon, Uber Eats, DoorDash, Instacart)
Comfortable pulling, organizing, & sharing key insights from large data sets
Data-driven manager & decision maker
Highly-organized
Knowledge of restaurant tech platforms: delivery apps and direct ordering (D2C) platforms

Responsibilities:

Ensure Growth Managers & Retention Associates have access to new sales and churn dashboards/insights and are taking action on: hiring, off-boarding, and all other staffing decisions based on this info proactively
Delegate and project manage new process creation to enhance service quality
Support Retention Associates with account strategy, reporting, & optimizations
Support Growth Managers with account strategy, reporting, &
Ensure both Growth Managers & Retention Associates are proactively planning campaigns for clients
Provide “boots on ground” support alongside team members when there is a client complaint
Jump in to fill gaps when IC’s are on vacation or not meeting quality of service requirements
Manage people ops and client ops to ensure: Net-new employees are being onboarded properly and in an efficient manner; Ensure all changes to departments and individuals are being updated across all systems, and communicated company-wide effectively; Work to reduce friction from re-staffing or individual role changes; Client onboarding is made more and more streamlined and precise over time; Managing Growth Managers, enruingNothing is being missed for active clients or off-boarding clients such that they would ask for a discount; Maintain quarterly cadence procedures related to operations: Client onboarding checklist updates; Client dashboard / portal template updates; Employee onboarding checklist updates; Personal dashboard template updates; Service scope updates / trainings

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