Digital Advertising Manager at MatchCraft

Location: Remote, US
| Full-time
MatchCraft

Digital Advertising Manager – US Remote Only

Full-time

Digital Advertising Manager (DAM)

*Must be located in the USA

Description: The Digital Advertising Manager is a key member of our cross-functional client service team. They have both the client-facing core skillset, superior platform (product) knowledge, as well as proven core skills in SEM/Paid Social analysis and optimization. You will be focused on driving the success of a portfolio of clients who need support of their day-to-day activities in using our platform to be successful. You will support the other members of the team as well as the client in building and strengthening our client relationships and ensuring that we deliver an exceptional customer experience.

Primary Responsibilities include but are not limited to:

  • External Client Communication: Same responsibilities as the Digital Product Specialist (DPS) and the Digital Advertising Analyst (DPAA) but will often lead client meetings and may lead Quarterly Business reviews or significant portions of the QBR discussions.
  • Training: May be responsible for educating clients on platform functionality and arranging/delivering training via recorded live video sessions. May provide additional, unscripted process and workflow training to clients. May also provide additional information that assists clients with go-to-market strategies, workflow development, and internal training and process enhancements.
  • Client-initiated Platform Enhancements: Respond to client-requested platform functionality enhancements and effectively communicate those needs along with business case support to the engineering team.
  • New workflows: Assess strategic impacts of new workflows across the portfolio, and multiple clients. Surface concerns and issues that may lead to client dissatisfaction.
  • Client Ticket Mgmt.: Proactively review and identify potential performance issues received via tickets and triage them, identify if a straightforward response can be sent to client or review and optimize for improved performance as needed. Additionally, assess trends across the portfolio and provide insight and suggestions to the client.
  • Client Ticket Mgmt.: Respond to Emails & Tickets consistent with KPI’s ensuring communication meets product and engineering messaging needs and is consistent with established client facing messaging. Establish messaging where none exists and communicate new messaging cross-client and with leadership.
  • Key Analytics: Performs key analytics and presents information on behalf of the team and company.
  • KPIs: Meet all Key Performance Indicators and Service Level Agreements

Secondary Responsibilities:

  • Interpret and resolve Disapprovals including client contact for resolutions and work with ad platforms to negotiate approvals for Clients, keeping in mind that unspent media is an opportunity.
  • Review Diagnostics and identify issues that prevent campaigns from running, (bad destination URLs, sitelinks etc.) research and resolve issues where possible and escalate to client or other departments to bring resolution
  • Whatever else it takes to get the job done!

Requirements:

  • Strong written and verbal communication skills that communicate succinctly to clients, and at times require use of copy writing skills. Also, the ability to communicate succinctly to senior leadership team.
  • Proficient with video applications (Google Meet, Go-To Meeting, etc.)
  • A close eye for detail and the ability to see the big picture with regards to client impacts, as well as the ability to recognize data and performance trends.
  • Able to multitask and switch gears quickly, maintaining priorities appropriately. Provide guidance to team members and suggestions to leadership on the same.
  • Strong data analysis, time management, critical thinking, and problem-solving skills
  • Able to work well under pressure and on deadlines to meet and exceed Service Level Agreements
  • Adept at working both independently and with teams in a remote work environment; particularly large cross-functional groups and senior leadership
  • Detailed knowledge of online marketing, SEM, display advertising and other digital/social products.
  • Detailed, technical, and thorough knowledge of Google Ads, Google Analytics, and/or Facebook Bluepeint. Has demonstrated the ability to troubleshoot complex setup issues.
  • Maintain skillsets by keeping abreast of current best practices in Search, Social and other new Products including maintaining and expanding certifications.
  • A Go To person on the team who can and does willingly help others; leads indirectly and by example.
  • This role may also require project management skills and tasks
  • As needed this role may require global client service skills including development of taxonomies
  • This role requires a self-starter who is proactive and takes initiative to research and find solutions that help both our clients and our company.

Minimum Qualifications:

  • Minimum of 3+ years of successful customer service and proven SEM/Paid Social experience or equivalent
  • Bachelor’s degree required (Marketing, Advertising, Communications majors preferred)
  • Advanced computer skills; high proficiency with Excel and PowerPoint
  • Google AdWords and Google Analytics Certification required (or the ability to become certified within 30 days)
  • Experience with paid advertising on Facebook and/or other Social networks is a plus

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