Senior Manager, Client Services

Description

Our family of brands comprises Schoolhouse, the lighting, home furnishings, and lifestyle brand based in Portland, Oregon; Food52, the community-driven cooking and home company, based in Brooklyn, New York; and Dansk, the heritage home brand founded in 1954.  

Food52 is a next-generation cooking and home company, named one of the World's Most Innovative Companies by Fast Company, with a monthly reach of more than 25 million people. Food52 challenges the models of traditional media and retailers, combining content, commerce, and community around the belief that the kitchen is the heart of the home and that food is the center of a well-lived life. Food52 inspires, informs, and supports its engaged community with recipes, videos, podcasts, events, and a curated selection of well designed, high-quality products.

About the role

Food52 Revenue & Partnerships is seeking a Senior Manager of Client Services. This is a pivotal leadership role within the organization, responsible for overseeing the Client Services and Operations and regularly collaborating with sales and executive leadership. You will be at the forefront of supporting Food52’s branded partnerships and execution strategy and successfully lead and develop a team of Client Services Managers. The ideal candidate will have robust experience activating partner campaigns across programmatic, digital, video, influencer marketing, and event executions. You will be a thought leader and a partner for our client services  team, providing leadership, strategy, best practices, and centralized process resources to respond to day-to-day client requests. As a leader you should have a proactive, customer-centric mindset with the ability to inspire, motive, and develop a high-performing team. 

Key Responsibilities: 

Leadership & Team Management

• Build and grow a best in class Client Services team. Assess talent, shape roles, expectations, and workflow across the team. Build KPIs to help manage workload and individual performance in concert with Sales
• Manage individual client services managers, checking and approving their work before it is presented to sales or clients 
• Define, articulate and drive best-in-class client service principles for our overall organization
• Coordinate, lead and create training materials for Client Services team trainings to evangelize these best in class principles and keep the team educated and up to date on the most recent innovations in our industry
• Ensure Client Services Managers are versed in production timelines and set process for for post-sale 

Campaign Execution & Operations 

• Develop and manage post sale process including but not limited to pre-post transition, internal kick off, external kickoff 
• Lead the development of best-in-class templates for client kickoff calls, deliverable decks, and wrap decks 
• Serve as the day to day lead for client campaigns in conjunction with the Client Service Managers 
• Oversee program spend adhering to budgets, insertion orders, revisions and internal plan operating systems
• Provide a best in class/white glove service for brand partners across food, home and lifestyle categories
• Serve as the primary point of contact for program execution including day-to-day client and internal communications, coordinating deliverables and ensuring campaign delivery
• Work with production teams, external vendors, and ad operations to successfully launch campaigns
• Manage event production, working with internal stakeholders and external vendors (i.e catering) to plan and execute all aspects
• Establish and manage program workflows, timelines and ensure key milestones are met 
• Collaborate with Ad Ops to monitor live program pacing and performance to ensure campaign expectations are met 
• Provide clients with Food52 recommendations, best practices, and optimizations for campaign success
• Support the sales team, highlighting incremental opportunities and future recommendations for your clients, and ensuring the rest of the team is versed in doing the same
• Lead the development of campaign wrap reports and wrap decks, telling a holistic narrative of program learnings and insights to position Food52 as the publisher for future investments 
• Train the Client Services Managers on how to develop wrap decks to ensure positive impact for the client
• Management of vendor relationships for third party reporting tools and leading the read out on performance to effectively integrate findings/learnings into wrap decks
• Develop production timelines and implementation of those timelines into Asana, develop Asana best practices for the team 

Qualifications & Requirements: