The Marketing Services Manager will be responsible for overseeing the newly formed Customer Communication Team within the Marketing Services division. He or she will be responsible for the management, growth, and training of the Customer Communication Team. A successful Marketing Services Manager will have extensive experience in a customer service role and a passion for providing the highest level of customer support and service delivery at all times, while also coaching and helping their team to do the same.

Responsibilities

  • Improve customer service experience, create engaged customers, and facilitate organic growth within Marketing Services
  • Take ownership of our customers' issues and facilitate the resolution of those problems
  • Assist with administrative functions to drive improvements to processes and techniques
  • Work with team members on escalations, which includes joining calls as a leadership representative to work through partner issues
  • Analyze statistics, KPIs, and compile accurate reports
  • Oversee incoming orders and customer requests
  • Maintain an orderly workflow according to priorities
  • Manage and motivate team to achieve SLAs and provide great service to our partners and customers, while supporting a positive and professional learning environment
  • Facilitate the ongoing training of team members as needed to help them perform their duties at the highest level
  • Complete weekly 1 on 1's with team members and report team development
  • Identify partner opportunities and common friction points to help partners grow

Skills and Qualifications

  • Proven experience in a leadership role
  • Ability to translate skills to other employees through training and mentoring
  • Thorough understanding of Digital Marketing
  • Passion for partner and SMB success and solving partner and SMB account problems
  • Ability to multitask and remain calm under pressure
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
  • Knowledge of management principles and familiarity with company products, services, and policies
  • Strong coaching and leadership skills with the ability to motivate employees
  • Decisiveness and attention to detail
  • Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Responsible for the following KPIs:

  • Ticket Volume
  • Customer Wait Time
  • Ticket Resolution Time
  • Customer Satisfaction
  • Tickets per Agent


Recruiter Information

Saskatoon, SK, Canada

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