Head of Client Services

Posted 2 days agoViewed

💎 Seniority level: Manager

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

🔍 Industry: Marketing, E-commerce

🏢 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

Apply