Client Experience Director

2 days ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeClientExperienceManager Full time ₱4,672,000 - ₱6,730,000

The Client Experience Manager plays a pivotal role in driving business success by crafting customized client experiences through seamless onboarding, strategic direction, and exceptional service delivery.

Key Responsibilities:

  • Diligently oversee the onboarding process to establish clear expectations and align goals with deliverables.
  • Conduct comprehensive onboarding meetings to introduce key stakeholders, review strategies, and outline timelines.
  • Maintain continuous engagement during the onboarding phase, addressing concerns and ensuring a smooth transition into ongoing services.

Strategic Direction & Analysis

  • Delve into client specifics, encompassing business needs, unique factors, and market conditions to tailor service plans, marketing strategies, and other initiatives.
  • Drive strategic discussions with clients regarding resource allocation, campaign performance, and digital marketing insights.
  • Ensure CSMs possess a deep understanding of Paid Advertising fundamentals to facilitate informed decision-making and drive business growth.
  • Communicate complex data insights clearly and concisely to clients, providing actionable recommendations for improvement.

Quality Assurance & Service Fulfillment

  • Guarantee all deliverables meet agency standards before presentation to clients.
  • Identify and rectify service gaps to ensure timely and high-quality delivery of promised services.
  • Collaborate with internal teams to optimize workflows, enhance efficiency, and improve overall service quality.

Client Relationship Management & Communication

  • Promote open communication channels through regular check-ins and strategy sessions to monitor progress, gather feedback, and ensure client satisfaction.
  • Serve as the client advocate within the organization, resolving concerns and mitigating challenges to elevate the client experience.

Retention & Growth

  • Proactively identify opportunities for account expansion, renewals, and additional services aligned with client needs.
  • Liaise with sales and marketing teams to facilitate seamless transitions between new business acquisition and client success initiatives.

Day-to-Day Operations

  • Develop a consistent cadence for check-ins with all Paid Ads Clients (Minimum once a week).
  • Create and implement Ads campaigns within Meta platforms for Strategists to manage.
  • Keep departmental records up-to-date with outstanding tasks and updates.
  • Coordinate onboarding for all Paid Ads Clients and assign relevant parties to their designated tasks.
  • Establish accountability among team members and clients in an 80/20 capacity.
  • Manage Performance-Related Services for existing and new clients.
  • Troubleshoot client concerns and issues efficiently.
  • Bolster advertising knowledge and terminology expertise.
  • Understand key paid advertising metrics to provide insightful support to clients.

This role demands strong communication, problem-solving, and organizational skills to foster client relationships, drive retention, and maintain exceptional service standards. Success in this position involves delivering results-oriented outcomes.

The ideal candidate will have demonstrated experience in client success, account management, or related marketing roles. They should be detail-oriented with a focus on quality assurance and performance, possess excellent communication and relationship-building skills, and exhibit a proactive approach to client needs.

Familiarity with social media, content marketing, and digital marketing strategies is advantageous. The work schedule for this position spans Monday to Friday from 8 am to 6 pm EST, with a full-time, remote work setup.

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