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A dynamic and collaborative workplace where you can contribute to our story.
Comprehensive benefits from day one.
This is the Yellow Pages Life and what working at Yellow Pages is all about.
What is a Program Manager at Yellow Pages?
Want to contribute to the development and prosperity of local small and medium-sized businesses? Welcome to Yellow Pages! As a Google Premium Partner and Meta Marketing Partner, Yellow Pages is a leader in digital marketing for companies across Canada.
The Program Manager plays an integral role within the Customer Account Team, ensuring the flawless delivery, accuracy and quality of the Customer’s media investment. The Program Manager is the primary liaison between the Account Team (Diamond Manager, Account Coordinator) and/or Customer, and the production stream contacts throughout the organization.
The responsibilities of the Program Manager are a critical piece to creating and maintaining a positive end-to-end experience with our largest Customers – including a focus on proactive monitoring of the Customer’s program delivery and evaluation of results, all in an effort to minimize risk and issues, maintain the optimal performance of the Customer’s investment, and identify opportunities for incremental success.
In accordance with their strategic knowledge and the credibility they will have established with the client, they will be able to identify avenues for diversification and growth on the account, which they will then work in close collaboration with sales.
Responsibilities:
Program Delivery Management (30%):
- Creates, maintains, and manages to an ongoing program delivery schedule for each Customer within their assigned portfolio.
- Proactively monitors and interacts with product production teams to ensure the timeliness and accuracy of planned execution (including quality assurance), while understanding critical product dependencies, identifying any potential risks of program delivery and working with cross-functional team members to plan resolution of issues accordingly.
Program Optimization & Performance Management (30%):
- Reviews and monitors Customer program performance, through analytics and program reporting, on an ongoing basis (frequency based on program components and individual media flexibility) with a view toward identifying opportunities and recommending alternative/additional solutions for the Customer’s program.
- Partners with the Diamond Account Manager to determine effective sales and delivery strategies to take advantage of such opportunities.
Customer Relationship Management (20%):
- Provides accessible, direct support to the Customer regarding their program status and performance – including the presentation and understanding of program results and explanation of additional optimizing opportunities.
- Host, Lead & Present, in collaboration with the Campaign Manager and Sales Representative, the SEM campaign performance (and potentially other digital products) to the Customer, in order to ensure full satisfaction and understanding of the fulfilment and results of the campaign.
- Manages the Customer relationship throughout post-sale/fulfillment activity, in tandem with the Diamond Account Manager and/or independently as deemed appropriately by the Account Team.
- Supports the Diamond Account Manager in delivering incremental proposals that may seek to optimize the Customer’s existing investment.
Account Team Cross-Functional Liaison (20%):
- Functions as the Customer advocate and primary contact for the client and the internal teams requiring a point of entry for enquiries relating to details of the Customer program, launch, delivery, modification, optimization, and performance.
What do you need to be a Program Manager at Yellow Pages?
Qualifications:
- Bachelor degree and/or 3-5 years of experience in similar field
- Professional experience within the online marketing industry, including current understanding of the latest best practices, leading industry partners and a curiosity about what’s to come in the evolving digital world
- Intermediate understanding of concepts related to website usability, SEO, social media and other YP digital products ability to interpret media program performance results
- In depth understanding of concepts related to SEM and display and ability to interpret media program performance results
- Google Analytics & Kenshoo certification mandatory
- Experience in an account servicing environment, including consulting with external client contacts
- Excellent written and verbal communication skills with the ability to clearly communicate client needs
- Demonstrated negotiation skills and the ability to employ diplomacy and strategic thought leadership to effectively resolve issues, architect solutions and influence the behaviours of others
- Excellent organization and time management skills
- High attention to detail and information accuracy
- Excellent documentation and project management
Nice to have:
- Excellent people skills and the ability to work with a wide range of people, both internally and externally – special emphasis on customer service, escalation management, problem resolution and situation analysis
- Excellent listening skills
- Self-starter with a strong initiative
- Reliable team player
- Exhibits a Customer-centric point of view
You are ready to join the Yellow Pages adventure as a Program Manager ? Send us your resume right now.
About Yellow Pages
We’ve been in the game since 1908 and we continue to transform to offer our 125 000 clients the best possible products and services. We foster business relationships between Canadian small-to-medium businesses and their prospective customers. We do this by providing tailored, locally-relevant digital media and marketing solutions designed with both in mind. Over 76% of our revenue is generated by digital solutions.
