At Teads, we value the experiences that our clients have with our brand at every step.
We believe that:
Everyone at Teads plays a role in making this experience efficient, strategic and most importantly, beneficial for our clients.
The sum of all interactions that a client has with the Teads brand impacts their overall experience and that no detail is too small to perfect.
By being proactive and intuitive, we can leave our clients feeling energized.
About the Role
As a member of the Customer Experience team, the Director, Customer Experience, will be part of a regional team responsible for the set-up, optimization, performance and general stewardship of advertising campaigns.
The Director, Customer Experience, will manage a team between 10-20 Customer Experience Managers of varying levels.
Outcomes
The Director, Customer Experience will be responsible for achieving the following outcomes within the first year:
Basics & Cultivation of Accounts
Within 1 month of hire: successfully complete formal onboarding program.
Within 3 months of hire: foster a relationship with each member of their team, with a specific focus on understanding career development goals of each.
Within 6 months of hire: demonstrate full understanding of the platforms and processes used to deliver the best results to our customers.
Within 9 months of hire: be a trusted voice and point of escalation within the region in which you serve.
Within 1 year of hire: partner with regional leadership to bring new insights and ideas to further develop the customer experience practice.
Responsibilities
The ultimate aim of the Director, Customer Experience is to achieve the outcomes listed above.
In order to achieve those outcomes, we imagine that the Director, Customer Experience will spend their time in the following ways:
Activation and Delivery
Assisting in onboarding of new hires Be the lead point of contact for all client escalation within the team Leading preparation of the team for successful campaign activation through clear and concise communication efforts Overseeing post-sale process amongst team members, including but not limited to: campaign set-up, pacing and delivery, incremental revenue generation and post campaign analysis Analyzing key customer experience metrics to ensure all team members are contributing to customer retention and satisfaction Helping internal staff development through consistent and thorough knowledge sharing and career development exercises
Qualifications
A minimum of 8 years of relevant work experience at a digital media agency, publisher, SSP, DSP or AdTech company, with a majority of this work being dedicated to a Fortune 500 brand.
A minimum of three years of direct management experience of five or more team members.
Vast digital media industry knowledge and vested passion in understanding how trends impact day-to-day work, such as, but not limited to: Programmatic Advertising Performance Advertising (direct response) Header Bidding Open RTB Protocol Has a proven track record of exceptional time management – effectively plans long-term and big picture projects, while maintaining day-to-day effectiveness Continually promotes and achieves high standards of quality at work, applies attention to detail to execution and constantly looks for problems to solve and ways to improve Has a track-record of meeting (or surpassing) ambitious goals in a fast-paced, competitive environment over a sustained period of time.
Demonstrates comfort engaging with strategic clients, is an avid problem solver, proactive and a creative thinker.
Is adept at navigating the intricacies of tactical systems and processes (e.g., third party ad servers, verification vendor platforms, DSPs, Salesforce, etc.) Cultivates and maintains strong, productive relationships with a range of internal and external stakeholders Possesses exceptional written and verbal communication skills Takes a collaborative approach to their work; understands the limitations of their own perspective and works hard to understand the interests/perspectives of others Team player
===== ABOUT TEADS ======
Teads, The Global Media Platform, is the single access point for advertisers to connect to the world’s best publishers and reach an audience of over 1.9 billion people every month.
Teads’ made-for-mobile ad experiences deliver the best combination of mass reach and brand safety in the market.
Teads’ end-to-end platform provides a sustainable advertising ecosystem that respectfully connects brands to consumers.
Teads demand-side, sell-side and creative technology delivers effective and engaging advertising experiences for consumers, guaranteed outcomes for brands, and ultimately powers publishers with better monetization solutions to fund quality journalism.
Teads partners with the leading marketers, agencies and publishers through a team of 850 people in 29 countries.
We’re committed to creating a dynamic work environment that values diversity and inclusion, and represents employees across a variety of skill sets.
We embrace contributions from all ages, sexes, races, ethnicities, religions, sexual orientations and gender identities.
Will you require employment visa sponsorship now or in the future?
*