Senior Client Solutions Manager: Retail

1 month ago

Melbourne, Australia TikTok Full time

Team Introduction

The Global Business Solutions (GBS) team is responsible for the revenue growth of the TikTok business. Our teams include Sales, Marketing, Operation, Account Managers, Agency and partnerships, and Marketing Science. GBS is a dynamic, entrepreneurial, and ambitious client group. Our RoleWe are looking for a customer service, detail-oriented Senior Client Solutions Manager to join our Retail & e-Com Key Account Team. The Client Solutions Manager is a crucial member of our growing Global Business Solutions team that supports our clients & existing CSM teams in meeting their objectives and providing best in class customer service. The Client Solutions Manager role is responsible for partnering with Client Partners 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 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 dynamic work environment, and the ability to provide custom solutions for advertisers leveraging our unique ad product suite. To add to that, we're also looking for someone to come in and raise the bar for our existing CSM team members across Key Accounts, so the ability to informally coach & mentor other team members & XFN colleagues will be key. Responsibilities:- 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.- Proactively Enhance Campaign Performance: Take the lead in monitoring and dissecting ad campaigns, initiating improvements for enhanced outcomes.- Client Issue Resolution Expert: Investigate and collaborate directly with product and engineering teams to swiftly troubleshoot client concerns during campaigns.- 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.- Custom Program Management: Oversee tailored programs and sponsorships internally, leading custom content campaigns to ensure timely and effective delivery of assets.- Campaign Kick-off and Optimization: Initiate campaigns with clients and manage all associated timelines, assets, and optimization opportunities.- Robust Reporting Support: Assist Ad Operations by generating weekly or ad hoc reports for campaigns and clients.- Stay Current with TikTok Features: Maintain an updated knowledge base of TikTok’s features and ad units.- Product Consultancy: Act as an external product consultant, educating clients and agencies on product solutions, best practices, and ultimately fostering growth within existing business partnerships.- Cross-Functional Collaboration: Engage and collaborate with a diverse group of internal cross-functional teams including mentoring & informal coaching opportunities. - Champion Product Updates: Proactively lead discussions on product updates, educating brands and agencies on TikTok’s offerings, and providing guidance on best practices to drive outstanding performance and groundbreaking campaigns.

- BA/BS degree in marketing, advertising, technology or media field;- More than 8 years of experience in ad sales, marketing and development, or a sales-related support function- Boast strong verbal and written communication skills, coupled with the ability to convey technical jargon in a way that resonates with non-technical stakeholders.- Demonstrated understanding of digital media platforms and ad metrics - particularly in the area of performance marketing (bonus for social / search / programmatic / ad-tech)- Familiarity with ad verification partners (IAS, DV, MOAT) is a definite plus. Same goes for Ad-Tech & Mar-Tech related platforms such as Salesforce, Liveramp, & Adobe. - Demonstrated experience in working with cross-functional teams;- Experience with analyzing data and delivering insights;- Self-starter, fast learner with a can-do spirit;- Ability to travel domestically and internationally as needed.- Exhibit proficiency in Microsoft Office and Google Docs. - Possess the knack for analyzing data, uncovering insights, and utilizing them to evaluate and enhance campaign performance.- Experience in diagnosing and resolving technical issues alongside product and engineering teams is a definite plus.- Previous management & leadership experience is preferable. - If you have a passion for TikTok and especially for retail & e-com, you're already one step ahead Bonus if you have...- Experience working in a fast-paced startup environment- Experience working with global partners in different time zones & cultures

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