Responsibilities
- Conduct weekly 1:1s with each performance marketer to drive development
- Review team capacity, workloads, and bottlenecks to ensure proper resourcing
- Hold team accountable to elite standards in client communication, service, and results
- Review client roster weekly and maintain accurate dashboards on client statuses
- Maintain daily Slack communication with the team
- Step in to handle difficult conversations when relevant
- Train and hold team accountable to highest standards for client success
- Join onboarding calls to build rapport with clients
- Talk to top-tier clients regularly to ensure satisfaction
- Act as senior escalation point for deep client issues
- Lead retention calls to save unhappy or underperforming clients
- Organize and lead task forces to resolve client issues
- Drive client issue resolution to full completion
- Proactively monitor for churn indicators such as silent clients or performance dips
- Build proactive retention plans
- Lead and mentor team on consistent standards in media buying, creative strategy, and growth consulting
- Track client performance across the agency to meet benchmarks
- Create and enforce playbooks and SOPs to improve client experience and service quality
Requirements
- 7+ years in performance marketing within creative or paid media agencies
- Specific experience in the DTC/eCommerce space
- Elite communication skills, especially in de-escalating high-stress situations
- Ability to inspire client confidence
- World-class skillset in performance marketing in the DTC/eCommerce space
- Proven track record of managing and leading performance marketing teams
- Ownership mindset with a 'get things done' attitude
- Ability to navigate crises without losing focus
- Comfortable working US hours (EST)
- Regular communication with US-based clients
Work Arrangement
Remote (Worldwide)
Team
Structure: Service delivery department including performance marketers (media buyers), creative strategists, editors, designers, and more
Additional Information
- Must be comfortable working EST hours
- Role is remote
- Regular interaction with US-based clients required
