Client Service Lead, Incent

The Client Service Team Lead acts as an operational leader in providing local channel partners and their advertising partners with the support and tools to help promote brand-enhancing advertising and effective fund utilization through thought leadership, a deep understanding of the client’s strategic priorities and key business objectives, a thorough understanding of each program’s guidelines, intermediate knowledge of traditional and digital media, and expertise in both program administration and customer service.   

Duties/Responsibilities 

• Support the establishment of productive workflows and team optimization across both US and global teams    

• Quality control checks at payment/funding level with accountability to ensure accuracy and compliance with program guidelines    

• Track global team performance (productivity and quality). Partner with manager on evaluating team and individual performance, identifying areas of strength and improvement   

• Report and track metrics against established department benchmarks (AIM), action planning when necessary   

• Develop an advanced knowledge of the assigned program(s) and serve as the day-to-day decision maker for the team and program operations, escalating as appropriate   

• Lead the implementation of special projects as directed by the client or internal teams   

• Support with data loads and payment runs   

• Work with a wide range of clients and customers (primarily via phone, chat, and email) to understand their marketing needs and resolve escalations independently    

• Maintain accurate profile and communication records with proactive reporting tied to support and actions provided    

• Coach customers and advertising partners in creating and submitting brand enhancing content   

• Resolve helpdesk escalations and provide coaching to team, route tickets to the appropriate resources or supervisor   

• Own monthly release testing and enhancement QA   

• Establish and maintain website and reporting QC processes   

• Train new team members and ensure existing team members receive ongoing training as necessary   

• Serve as a mentor to team members for day-to-day questions and guidance   

• Proactively communicate internally (and externally, if applicable) to keep all key stakeholders updated on program progress and performance    

• Assist with the compilation and analysis of monthly, quarterly, and annual reporting and provide actionable insights and recommendations    

• Fully understand and lead channel partner marketing operational services    

• Fully understand program website(s) and tools for intermediate admin configuration   

• Lead partnerships by serving as a liaison with internal teams or key program vendor partners     

• Participate in idea-sharing and brainstorming sessions     

• Maintain SOPs, Clarification & Exception trackers, and other account-related training documents   

• Able to flex up or down in job responsibilities when needed   

 

Required Skills/Abilities 

• Proven technical competence including experience with Microsoft Word, Excel, Outlook, and social publishing platforms     

• Multimedia digital knowledge