Client Solutions, Team Lead Retail

2 weeks ago

Melbourne, Australia TikTok Full time

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

**About The Team**:
The Client Solutions Team Lead will be responsible leading a team of individual contributors to achieve revenue goals and ensure flawless campaign execution within the Retail & e-Com vertical. In addition, they will manage their own book of business, partnering with a Client Partner to drive revenue by negotiating and optimising complex opportunities and using data and analytics to build a consultative solution for our customers. The Client Solutions Manager will establish and strengthen key client relationships with a focus on driving revenue, advertiser education & advertiser satisfaction. Success in this position requires a focus on client service, the ability to thrive in a work environment, and the ability to provide custom solutions for advertisers leveraging our unique ad product suite.

The Client Solutions Team Lead will report into the Industry Lead and serve as the advocate for the Retail & e-com team both internally and externally. They will manage and develop Client Solutions Managers and work closely with the Sales, Measurement & Product teams. Success in this role requires a focus on project and relationship management, client education, campaign measurement, and the ability to tell a strong story that shows TikTok's ability to drive client objectives.

**Responsibilities**:

- Become an expert in the Retail & e-Com vertical and be able to clearly articulate how TikTok can best serve these clients
- Train team to serve as external product consultants educating clients and agencies on new alpha and beta product solutions and general best practices, and ultimately grow existing business partnerships
- Serve as thought partner to Leadership to identify strategic priorities and opportunities for future growth and efficiencies and influence leadership decision-making
- Leverage data to identify consumer trends and create vertical best practices / playbooks that drive client business
- Coach and develop CSMs on consultative, data-driven campaign analysis and selling at scale
- Maintain up-to-date knowledge of TikTok’s features and ad units and consult clients on TikTok product offerings and demonstrate expertise of product capabilities, measurement, attribution, and KPIs
- Work closely with product strategy to drive product innovation, collecting advertiser feedback
- Nurture and expand client relationships: Working with your Client Partner, the CSM will cultivate and elevate post-sale client connections, ensuring continued growth and satisfaction among advertisers.
- Orchestrate seamless campaign execution: Collaborate internally with Technical Account Management, Marketing Science, Product, Agency and other internal teams to guarantee a seamless and victorious campaign rollout.
- Drive data-backed insights: Analyze campaign performance data to furnish clients with data-driven business insights while leveraging these insights to enhance our advertising offerings.
- Shape Advertising Strategy: Relay valuable marketplace feedback and contribute to refining our advertising strategy.
- Cultivate Long-Term Client Relationships: Conduct regular business reviews, taking a consultative, forward-thinking approach to forge enduring client connections in partnership with the sales team.
- Robust Reporting Support: Assist Ad Operations by generating weekly or ad hoc reports for campaigns and clients.
- Cross-Functional Collaboration: Engage and collaborate with a diverse group of internal cross-functional teams.

**Qualifications**:
**Minimum Qualifications**:

- 5 years of direct experience in digital advertising, ad sales, or brand marketing, managing large client solutions teams
- BA/BS degree in marketing, advertising, technology or media field
- Experience managing advertisers throughout the funnel with a deep understanding of their challenges and objectives
- Experience building relationships with top marketing decision-makers at brands and agencies
- Ability to analyze data and identify insights to assess campaign performance
- Ability to proactively troubleshoot and problem solve quickly and through the proper escalation channels
- Proactive attitude with excel

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