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Director, Marketing Service Support

The Director Marketing Services Support provides exceptional service to our local marketing clients.  This role is a critical component to strategically driving our success in local marketing across both digital and traditional marketing.  Success in this role requires a blend of marketing and customer service.

The Director Marketing Service Support responsibilities include:

  • Directing the day-to-day activities of Marketing Consultant staff to ensure that departmental goals are established and achieved.
  • Maintaining strong working relationships with internal and external customers, communicating and escalating client issues when appropriate.
  • Establishing and enforcing Marketing Consultant service level agreements in conjunction with Client Service to set resolution expectations and timeframes.
  • Overseeing the development, implementation and administration of Marketing Consultant departmental policies and procedures.
  • Identifying, developing and implementing end user training programs to increase software application literacy and self-sufficiency. (sales, customer service, product training)
  • Develop and lead teams of managers (so they can develop and lead their teams).  Train managers in recruiting, hiring, onboarding new consultants while coaching, developing and leading their staff to meet/exceed company goals
  • Providing monthly departmental reporting and assessment of performance metrics.
  • Have an understanding of local marketing and media strategy and execution
  • Assisting BM’s client service team to identify and develop marketing plans and strategies for their local affiliates
  • Measuring performance against customer requirements and recommending modifications to existing systems.
  • Providing leadership and support to other teams and BMI management when needed.
  • Assist in coordinating recruitment, selection, orientation and training of new representatives.
  • Provide performance reviews to Account Service Representatives and counseling/corrective actions, if indicated.

Requirements

  • Ability to learn new software quickly
  • Considerable customer service skills and experience
  • Ability to understand marketing concepts that span both digital and traditional means
  • Ability to build strong relationships
  • Ability to lead and direct team members
  • Ability to communicate effectively
  • Strong customer focus, organizational and conceptual skills
  • Some travel required
  • Availability to be on call for after-hours/weekend/holiday support as assigned.
  • Experience in a call center environment is a plus

Experience

7-10 years experience in a customer service supervisory role.  

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