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