Team Lead, Campaign Operations

Primary Job Responsibilities:

The Team Lead Campaign Operations will be responsible for the quality and delivery of a campaign for a client including tactical recommendations, campaign management, campaign development, QA and reporting calling on specialist roles when necessary (e.g. Creative). The team lead campaign Operations will also be responsible for assisting Sr Team Lead Campaign Operations responsibilities as well as be backup for him or her, identify efficiencies within production process assisting with resource planning, lead team meetings, first point of escalation path, and managing cross training across the production team. This is a role to work in a fast-paced technology support environment using innovative technologies while having the ability to work with enterprise clients face-to-face. Creative problem solving and troubleshooting skills will lead to success in this position and futureadvancement

Role/Responsibilities:

• Email campaign configuration and execution
• Coordinate w/ cross functional team to drive email development
• Internal & external training of campaign process, platform tools & custom applications
• Rolling out and training clients on new tools & approaches
• Feedback and assessment for your function's recruitment process
• Product roadmap feedback
• Product feature and upgrades to be documented and reviewed.
• Mentoring of Campaign Managers
• Participate and assist sales-related activities such as sales pitch presentations, project manage RFPs, POCs, etc..
• Gathering campaign requirements and finalizing briefing Managing the creative process if required
• Audience creation, management and data troubleshooting (not responsible for the data integrity - BSA)
• Campaign Quality Assurance and testing Campaign performance tracking & reporting
• Managing & maintaining campaign documentation Management of campaigns and communications of time, scope, cost
• Campaign/trigger monitoring & issue resolution management
• Developing & maintaining internal & external training materials
• Day to day support of platform & custom applications for self-deployment clients
• Active participation in internal and external calls to understand projects that are in pipeline
• Updating/tracking campaign integration progress through internal team meetings as well as on the internal campaign tracker/status sheet
• Primary point person for the client for all things operational and campaign related
• Responsible for new client onboarding by coordinating with cross functional team
• Driving new process internally and with client through Process Optimization/Improvement
• Assisting Team Lead Campaign Manager with Team Building, Resource Retention and Trainings for knowledge gaps
• Primary point person for the client for all things operational and campaign related
• Participate in contract renewals and discussions regarding operations and report to supervisor.

Experience:

• 7 -10 years related full-time experience in customer support or client services environment
• Must have strong understanding of customer service standards
• Must have strong critical thinking skills
• Working knowledge of HTML
• Self-starter who requires minimum supervision
• Strong written and oral communication skills
• Must have the ability to multi-task and prioritize work independently
• Familiarity with project management methodologies; understanding of scope, requirement gathering, dependencies, and scheduling work
• Must have a high attention to detail with the ability to produce flawless work in rapid succession
• Must possess effective communication skills when speaking to technical and non-technical.

Not required but a plus:

• Knowledge and experience with basic Adobe Photoshop functionality
• Exposure to relational database structure (primary and unique keys, sister table joins)
• Knowledge of email best practices.

Qualifications:

• Bachelor's degree
• Proficient in Microsoft Office applications, especially Excel and Outlook.