Associate Director, Customer Experience

About the Opportunity

Teads is seeking a detail-oriented Associate Director, Customer Experience, based in Singapore, to lead the Singapore CX team. The candidate will be the go-to person for key strategic account, campaign management, client and stakeholder relationships for the SEA market.

You will be working closely with other departments and create a strong bond with the team members to ensure smooth campaign deliveries are executed and KPIs are met. You are lively, positive, passionate about all things digital advertising and have a great sense of ownership.

Activation and Delivery

• Self-Serve and Managed Service campaigns management
• • Assist in onboarding of customers to our self-service buying platform or DSP.
  • Be the lead point of contact for all client communication post-sale.
  • Lead preparation for campaign activation through clear and concise communication efforts with clients.
  • Oversee post-sale process, including but not limited to: campaign set-up, pacing and delivery, incremental revenue generation and post campaign analysis.
  • Analyze performance data to highlight key trends.
  • Plan and execute multiple incremental revenue prospecting plans each quarter
  • Monitor the campaign pacing, performance, and make optimization to achieve the client KPI
  • Communicate with client proactively in terms of campaign performance and work on the incremental revenue generation and post campaign analysis
  • Plan and execute the end of campaign report presentation for Key clients
  • Help checking internal team's campaign set up, changes to ensure no mistakes on the campaign management across the team

Team management

• People Management
• • Responsible for the growth and development of two direct reports
  • Maintain regular 1-1 catch ups with direct reports to set objectives, and discuss the teams progress towards their goals, providing guidance related to problem solving, workload prioritisation and client communication strategies
• Thought Leadership
• • Strong relationship building skills, with the proven ability to gain and maintain trust and influence with senior stakeholders
  • By 6 months of the role, this person will have established a strong understanding of processes and built internal relationships, enabling them to be a thought leader and go-to for operational knowledge and best practice
  • By 6 months within the role, this person will be involved in planning business strategy initiatives, collaborating with CX Director, Head of Sales, Enterprise Director, Publisher Director and others within the business to define the strategy for the future of the business
  • Help internal team development through consistent and thorough knowledge sharing exercises.

About You

• An energetic and dynamic advertising operations professional with minimum of 8 years of relevant work experience at a digital media agency, publisher, SSP, DSP or AdTech company, including a minimum of 12 months people management experience
• 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 (Branding & Performance, Header Bidding and OpenRTB Protocol etc.
• Experience in collaborating with senior stakeholders and leading projects to establish processes will be highly regarded
• 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 English written and verbal communication skills, presentation experience will be highly regarded
• 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