Senior Customer Experience Manager (Ad Ops)

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almost 2 years old

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At Teads, we value the experiences that our clients have with our brand at every step.  We believe that:

  • Everyone at Teads plays a role in making this experience efficient, strategic and most importantly, beneficial for our clients.
  • The sum of all interactions that a client has with the Teads brand impacts their overall experience and that no detail is too small to perfect.
  • By being proactive and intuitive, we can leave our clients feeling energized.

About the Role

As a member of the Customer Experience team, the Senior Customer Experience Manager, will be part of a regional team responsible for the set-up, optimization, performance and general stewardship of advertising campaigns. The Senior Customer Experience Manager will support the Associate Director of Customer Experience, in their account cultivation and growth efforts, managing a portfolio of 15-20 strategic client initiatives both in a managed service and programmatic capacity. The Senior Customer Experience Manager will also oversee the accurate tracking of data related to campaign delivery and will be responsible for timely and effective communication both to internal parties and to clients.

Outcomes

The Senior Customer Experience Manager will be responsible for achieving the following outcomes within the first year:

Basics & Cultivation of Accounts

  • Within 1 month of hire: successfully complete formal onboarding program.
  • Within 3 months of hire: demonstrate ability to manage 8-10 strategic campaigns autonomously and mentor junior staff members.
  • Within 6 months of hire: demonstrate ability to manage 15-20 strategic campaigns autonomously and utilize relationships built within the region to identify additional opportunities for account growth.
  • Within 9 months of hire: represent Teads externally at agency, client and trading desk meetings.
  • Within 1 year of hire:  establish area(s) of expertise and project management efficiency programs and processes within that area.

Responsibilities

The ultimate aim of the Senior Customer Experience Manager is to achieve the outcomes listed above. In order to achieve those outcomes, we imagine that the Senior Customer Experience Manager will spend their time in the following ways:

Activation and Delivery

  • Assisting in onboarding of customers to our self-service buying platform
  • Being the lead point of contact for all client communication post-sale
  • Leading preparation for campaign activation through clear and concise communication efforts with client.
  • Oversee post-sale process, including but not limited to:  campaign set-up, pacing and delivery, incremental revenue generation and post campaign analysis
  • Analyzing performance data to highlight key trends
  • Planing and execute multiple incremental revenue prospecting plans each quarter
  • Helping internal staff development through consistent and thorough knowledge sharing exercises

Qualifications

  • A minimum of five years of relevant work experience at a digital media agency, publisher, SSP, DSP or AdTech company, with a majority of this work being dedicated to a Fortune 500 brand.
  • Vast digital media industry knowledge and vested passion in understanding how trends impact day-to-day work, such as, but not limited to:
    • Programmatic Advertising
    • Performance Advertising (direct response)
    • Header Bidding
    • Open RTB Protocol
  • Has a proven track record of exceptional time management – effectively plans long-term and big picture projects, while maintaining day-to-day effectiveness.  
  • Continually promotes and achieves high standards of quality at work, applies attention to detail to execution and constantly looks for problems to solve and ways to improve
  • Has a track-record of meeting (or surpassing) ambitious goals in a fast-paced, competitive environment over a sustained period of time
  • Demonstrates comfort engaging with strategic clients, is an avid problem solver, proactive and a creative thinker
  • Is adept at navigating the intricacies of tactical systems and processes (e.g., third party ad servers, verification vendor platforms, DSPs, Salesforce, etc.) 
  • Cultivates and maintains strong, productive relationships with a range of internal and external stakeholders
  • Possesses exceptional written and verbal communication skills
  • Takes a collaborative approach to their work; understands the limitations of their own perspective and works hard to understand the interests/perspectives of others
  • Team player

 ===== ABOUT TEADS ======

Teads, The Global Media Platform, is the single access point for advertisers to connect to the world’s best publishers and reach an audience of over 1.9 billion people every month.

Teads’ made-for-mobile ad experiences deliver the best combination of mass reach and brand safety in the market.  Teads’ end-to-end platform provides a sustainable advertising ecosystem that respectfully connects brands to consumers. Teads demand-side, sell-side and creative technology delivers effective and engaging advertising experiences for consumers, guaranteed outcomes for brands, and ultimately powers publishers with better monetization solutions to fund quality journalism.

Teads partners with the leading marketers, agencies and publishers through a team of 850 people in 29 countries.

We're committed to creating a dynamic work environment that values diversity and inclusion, and represents employees across a variety of skill sets. We embrace contributions from all ages, sexes, races, ethnicities, religions, sexual orientations and gender identities.