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Director, Client Services
Amazon
New York, NY, United States
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DESCRIPTION
Amazon Media Group operates at the intersection of eCommerce and advertising, offering a rich array of digital advertising solutions with the goal of helping our customers find and discover anything they want to buy. We help advertisers reach Amazon customers on Amazon.com, across our other owned and operated sites, on other high quality sites across the web, and on millions of Kindles, tablets, and mobile devices. We start with the customer and work backwards in everything we do, including advertising. If you’re interested in joining a rapidly growing team working to build a unique, world-class advertising experience with a relentless focus on the customer, you’ve come to the right place.
Amazon Media Group is seeking a Director of Client Services in the US for our Display Advertising business, across all CPG categories and segments. This person will lead a large, geographically distributed organization that is responsible for delighting our advertisers by maximizing the return on their marketing investment with AMG, delivering flawless ease of doing business and be responsible for driving client service strategy and execution, managing teams responsible for account management, end-to-end campaign management and analytics. Internally, this role will partner closely across a number of teams including Sales, Retail, Product, Creative, and Shopper Marketing. Externally, this person will drive strategy alignment with advertisers, partner with our retail and other internal teams to deliver quarterly business reviews for our top accounts in order to maximize their learning and success with Amazon and serve as the single-threaded owner for the service model AMG provides.
You will lead the transformation of your account teams into a world-class organization of strategic consultants, who leverage their strong analytical skills to provide valuable audience and shopper marketing insights across all media channels and at each stage in the marketing funnel. In parallel, you will drive continuous improvements to our operational workflow and creative delivery process, removing friction and increasing ease of buying. You will leverage your experience and judgment to define organizational strategy, processes, tools, and incentives to maximize ROI and accelerate growth. You will drive execution of your strategy, ensuring that your team is consistently delivering measurable results in advertiser satisfaction, YoY revenue growth, renewal rates and other operational quality metrics. You will partner closely with the Director of CPG Sales, peer leaders in the Customer Success Team, and product leadership to establish joint goals and strategies to drive Advertiser Satisfaction.
Specific responsibilities include: Develop and execute service strategies tailored to client needs, team development, and revenue objectives; obtain ongoing client and partner feedback to assess performance against organizational objectives; engage with Amazon Media Group’s executive leadership team and product/platform leadership to represent business results and advocate for customer needs; hire and develop a world-class team; conduct resource management and fiscal year capacity planning; understand the Amazon Media Group product suite, tools, and campaign management workflow and how our broader Customer Success Team integrates with each; develop and implement best practices to drive consistently strong ROI and ease of doing business and to scale for anticipated growth.
Focus and Deliverables for first 12 months:
• Execute current fiscal year strategic priorities for the CPG Client Services team which include delivering on campaign performance objectives, advertiser engagement objectives, and cross-portfolio readiness (providing seamless support across the portfolio of Amazon advertising products)
• Work with the Media Analytics and Shopper Marketing teams, the former of which has dotted line reports to this role, to maximize analytics impact for CPG advertisers, focusing on brand-level media and retail success
• Forge effective relationships with Sales and Product leadership and peer leaders in the Customer Success Team and achieve alignment on joint priorities
• Develop future plans beyond 2017 which incorporate sales growth objectives and product roadmaps, including staffing, structure, processes, tools, and incentives for our service teams
BASIC QUALIFICATIONS
• A bachelor's degree
• 5 to 10 years’ experience managing Managers
• Minimum of 10 years managing people and or organizations
• Experience leading large organizations of Account Managers, Campaign Managers, Account Executive or like titles
PREFERRED QUALIFICATIONS
• MBA or advanced degree
• Experience in the digital advertising industry
• Strong analytical and quantitative skills as well as experience applying those skills in the advertising domain is highly desired