Offer summary

Qualifications:

Bachelor’s degree in business, communication, journalism, marketing, or related field., 1+ years of agency or related experience with some remote-work experience preferred., Proven technical competence with Microsoft Word, Excel, Outlook, and social publishing platforms., Proficiency in French written and spoken is required..

Key responsabilities:

Provide support to local channel partners and their advertising partners through thought leadership and customer service.

Work with clients primarily via phone, chat, and email to understand their marketing needs and resolve escalations.

Coach customers in creating brand-enhancing content and review marketing materials against guidelines.

Collaborate with internal teams and participate in brainstorming sessions to improve service quality.

Job description

The Sr. Specialist provides support to local channel partners and their advertising partners through thought leadership, a strong understanding of the client’s strategic priorities and key business objectives, a thorough understanding of each program’s guidelines, basic knowledge of traditional and digital media, and expertise in both program administration and customer service.

This role is critical to our global client and customer success and each individual must be focused on serving as a brand ambassador, collaborating with internal and external team members, controlling quality, identification of potential risk and issues, being the voice of the customer, and providing excellent customer service.

Duties/Responsibilities:

Work with a wide range of clients and customers (primarily via phone, chat, and email) to understand their marketing needs and resolve escalations independently. French language support required.
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 and program-abiding documentation
Review marketing materials submitted by customers against an established set of guidelines and brand standards to determine eligible cost for reimbursement. French language support required.
Work with customers to increase participation, engagement rates, and content performance on all applicable platforms
Lead partnerships by serving as a liaison with internal teams
Collaborate with team
Participate in idea-sharing and brainstorming sessions
Provide ongoing feedback, both internally as well as proactively communicating status and recommendations to customers
Troubleshoot issues with website functionality and work with IT to resolve
Perform monthly release testing and enhancement quality assurance
Perform quality control checks on own work (self-QC) and take accountability for individual quality and productivity
Perform quality control checks at the pre-payment level to ensure accuracy and compliance with program guidelines
Support in mentoring and training peers to increase program and platform knowledge and to improve quality
Able to flex up or down in job responsibilities when needed

Qualifications:

Bachelor’s degree in a business, communication, journalism, marketing, or related field
1+ years of agency or related experience
Some remote-work experience preferred and demonstrated ability to work independently
Proven technical competence including experience with Microsoft Word, Excel, Outlook, and social publishing platforms
Multimedia digital knowledge preferred
Experience working with collaborative teams in a fast-paced environment
Understanding of industry trends and a passion for technological innovation & client service
Exceptional client and customer service skills
Strong attention to detail and excellent time management
Strong verbal and written communication skills
A natural curiosity and eager desire to learn
Proficiency in French written and spoken.