Customer Experience Manager

2 months ago

San Diego, United States TAVO Media Group Full time

Position Overview:


The role of the Client Experience Manager (i.e. Account Manager) at TAVO Media Group is to create, manage and expand the conditions for great work and ideas to flourish for our growing portfolio of clients. We strive to create work that moves people, changes the status quo, and drives our clients’ business, as well as our own.Our client experience managers are dynamic marketing strategists who know their client’s business deeply and proactively bring new thinking and an invaluable outside perspective.


They connect the dots and marshal resources and talent to deliver all aspects of modern marketing. They are creative “true believers” who recognize, contribute to, protect, and most importantly bring to life great work and ideas. They manage and propel team resources to make things happen and drive more wins for our clients


Manager will be responsible for:


  • Consistent leadership on all account activities, managing internal/external teams and leading the inception, development and selling of new ideas aligned with the clients' interests and business needs.
  • Being the strategic advisor and trusted partner to senior-level clients and agency leaders.
  • Identifying and inspiring new work streams, disruptive ideas and strategies to capitalize on new opportunities and formulate plans to drive/extend the client's growth and agency's business.
  • Identifying and championing great creative work and driving teams for flawless delivery.
  • Working with internal teams or partner agencies to ensure effective operational plans to measure campaign effectiveness.
  • Exhibiting a solutions-oriented approach in management of expectations with the ability to identify potential project risks and effectively navigate teams through conflict and change management.
  • Acting as an open and willing resource to team members in assessing ideas and directions and providing guidance to workflow process, conflict management, seamless communication and collaboration internally, etc.
  • Collaborating with Operations on financials; staff plan development, reconciliation, margin management, SOW tracking, revenue recognition, tracking and managing monthly revenue forecasts.
  • Serving as a direct manager to junior agency staff by inspiring the growth and development of employees via providing consistent feedback, training and growth opportunities.


Leadership

  • A strong, inclusive leader who has experience driving work forward and leading the success of their team and client.
  • Ability to manage and inspire a productive, diverse team.
  • Ability to drive prioritization for the team and lead them through changes.
  • Displays a high degree of integrity and is respected by clients and peers.
  • Confident decision-maker who has a point of view and knows when and how to share it.
  • Emerging as a thought leader in area of expertise.


Collaboration

  • Takes responsibility for the health and effectiveness of the team internally, with partners, and with clients.
  • Supports others' ideas and voices and creates an environment that encourages collaboration.
  • Effectively uses collaboration to the benefit of business, ensuring efficiency and profitability.
  • Demonstrates mature leadership and empathy during difficult team situations.


Accountability for Results

  • Anticipates and addresses potential challenges in getting on-time, on-budget deliverables and adjusts team priorities and processes accordingly.
  • Utilizes knowledge of our business and our client's business to proactively offer innovative solutions to challenges even when it hasn't been asked for.
  • Holds the team accountable in driving to results.
  • Demonstrates that the team is a valuable, strategic partner to their clients


Equity, Diversity & Inclusion

  • Advocate and amplify diverse perspectives
  • Hunger to learn more about diversity and inclusion
  • Foster and promote inclusivity with agency
  • Manage Team to prioritize and produce inclusive work/culture


Desired Experience:

  • 3+ years of experience in a marketing or advertising agency
  • Project Management Experience
  • Tech and startup experience a must
  • Job Type: Part-Time to Full-Time


About TAVO Media Group:


Based in San Diego, CA, TAVO was formed by a team of marketing and advertising agency veterans to effectively transform the way businesses engage with agencies.


We operate by 3 rules, aimed at developing engaging content and brand strategies, while forging strong partnerships based on trust and mutual success:


  • Be more than kind — be thoughtful, yet direct, and elevate the positive
  • Move with intent — drive change through purposeful action
  • Love Your Work — if something is worth doing, it’s worth doing right and with passion


Our global clients range from exciting and engaging startups to well established, enterprise-level organizations, as well as non-profits.

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