Senior Manager, Client Services - Hybrid
Publicis Groupe
- Chicago, IL
- Permanent
- Full-time
- Primary point of contact for Epsilon as it relates to delivery of services for a brand / set of brands.
- Works with brand stakeholders to understand business requirements for marketing programs and translates those into functional specifications (including documenting business rules and creating metadata).
- Provides recommendations and best practices for implementing program(s).
- Communicates Epsilon project plan, requirements, milestones, dependencies, status, and risks to client brand team and delivery partners, as necessary.
- Consults on tactical implementation of marketing programs.
- Participates and/or leads meetings that include Epsilon, vendor partners, brands, and agencies to assist and facilitate the implementation of marketing programs.
- Maintains high standards of quality control and monitors process steps to ensure accuracy.
- Reviews operational reporting and provides insights / recommendations, as appropriate.
- Technical understanding. While not required to understand technical code, a strong foundation in the concepts of database marketing, campaign management / campaign management systems, and logical thinking with regards to data management and reporting is required.
- The ability to balance needs of multiple constituents to ensure efficient and effective program delivery.
- Process-oriented mindset that drives adherence to established processes and quality control procedures to ensure accuracy.
- Ability to identify and implement opportunities to continuously improve processes.
- Ability to recommend ways to improve program performance.
- Exceptional organizational and interpersonal skills as well as strong written and verbal communication abilities in order to work with a broad array of client, agency and vendor contacts.
- Excellent client service and problem-solving skills in order to minimize problem escalation to senior team members and ability to provide recommendations for resolution.
- Demonstrated successful experience with file segmentation, direct mail production, email delivery and program troubleshooting.
- 5+ years experience in a direct marketing agency or direct marketing services business
- Experience working with multiple vendors on complex, multi-channel programs such as IVR providers, call center providers, fulfillment vendors, email service providers, agencies and data/technology providers.
- Strategic marketing understanding including knowledge of CRM and integrated marketing programs.
- Experience overseeing complex initiatives from inception to completion
- Experience in program planning and project management/execution
- Ability to multitask in a deadline-driven environment.
- Willingness to dive in with hands-on work while driving initiatives.
- Disciplined organizational skills in all aspects of job performance.
- Exceptional attention to detail.
- Our Culture: https://www.epsilon.com/us/about-us/our-culture-epsilon
- Life at Epsilon: https://www.epsilon.com/us/about-us/epic-blog
- DE&I: https://www.epsilon.com/us/about-us/diversity-equity-inclusion
- CSR: https://www.epsilon.com/us/about-us/corporate-social-responsibility