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Client Success Manager, Automotive
Gannett
Pensacola, FL, United States
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Gannett Co., Inc. (NYSE: GCI) is an innovative, digitally focused media and marketing solutions company committed to strengthening communities across our network. With an unmatched local-to-national reach, Gannett touches the lives of more than 110 million people monthly with our Pulitzer-Prize winning content, consumer experiences and benefits, and advertiser products and services. Gannett brands include USA TODAY NETWORK with the iconic USA TODAY and more than 100 local media brands, digital marketing services companies ReachLocal and SweetIQ, and U.K. media company Newsquest.
The Client Success Manager, Automotive position will serve as primary campaign execution and performance lead for our automotive clients and will own client delivery success and campaign results. The incumbent will collaborate with a team of digital marketing experts, sales staff and advise our existing clients on how best to leverage current and emerging marketing solutions to meet their automotive business needs.
Position Requirements:
Strong proficiency in automotive client relationship management, and ability to leverage the portfolio of USA Today Network and ReachLocal media services offerings. Ability to effectively manage day-to-day campaign performance, assess campaign trends, stay a tuned to automotive marketing trends, facilitate client advertising performance discussions, and identify creative new advertising techniques to further our clients’ marketing needs.
Position Responsibilities:
• Build rapport with client representatives, including digital and marketing staff members, through routine and scheduled interactions
• Develop and advise on marketing strategies by understanding client expectations, assessing feasibility and identifying marketing and advertising opportunities for our clients
• Lead creative development process in collaboration with sales and ad design resources to ensure automotive best practices and co-op design standards, messaging and advertising assets are optimized and followed by platform achieving client marketing objectives
• Proactively manage relationships with key internal and external vendors (GIADC, Order Management, RL, Central Ad Ops, etc.) to ensure deliverables meet agreed upon specifications, deadlines and standards
• Monitor, evaluate, and leverage standard processes and resources to manage campaign performance and determine improvement opportunities
• Troubleshoot and resolve performance issues using best practices and support resources while creating new, innovative solutions to meet the changing needs of our clients
• Drive campaign ROI and leverage client relationships to assist the sales team in retaining automotive client account revenue
• Ability to translate automotive results into actual ROI based on industry expectations
• Manage client expectations, communication and performance metrics
• Incorporate constantly evolving technologies and processes into the client solution delivery process
Key Skills:
• Ability to quickly master business process, marketing and technology concepts
• Demonstrated expertise in customer relationship management
• Mastery of key technologies and systems to manage marketing campaigns
• Demonstrated knowledge in automotive marketing best practices and performance metrics
• Knowledge of automotive marketing and analytics terminology
• Understanding of automotive consumer purchasing lifecycles and behaviors
• Knowledge of ad management, billing and workflow management and analytics platforms
• Strong verbal and written communication skills
• Ability to develop account specific value story through by leveraging insights across all platforms into a cohesive campaign performance report
• Ability to effectively present findings to client to drive satisfaction and client revenue and account retention
• Strong technical and analytical skills to assess and routinely lead improve marketing campaigns over their lifecycle
• Excellent listening skills
• Demonstrated expertise with USA Today Network marketing solutions, systems and processes
Key Competencies:
• Customer Focus
◦ Establish and maintain effective relationships with clients both internal and external
◦ Seek client feedback, assess and provide recommendations to Client Success Director
◦ Demonstrate dedication to meeting client expectations and requirements
• Collaboration
◦ Ability to collaborate with sales team, client strategy, digital marketing & optimization, fulfillment and other additional sales support, etc.
• Organization
◦ Able to manage time and prioritize multiple tasks in a fast-paced environment
◦ Organize tasks, deliverables and meet commitments on time
• Analytical Thinking
◦ Capable of interpreting dealer level and rollup reporting data providing actionable recommendations to improve performance
◦ Ability to determine a proactive approach for internal/external clients to adopt recommendations and performance tracking
• Business Process and Technology Acumen
◦ Capable of quickly mastering business processes
◦ Ability to master technology solutions
◦ Capable of recommending innovative technologies to improve processes
• Conflict Management
◦ Good at focused listening with both internal and external clients
◦ Can find common ground and explains differing viewpoints comprehensively
About You:
• Bachelor’s Degree (i.e. General Business, Economics, Finance, Marketing, Advertising or Public Relations)
• Required 3+ years hands-on experience in automotive marketing
• Required 3+ years Google Analytics analysis experience
• Required 2+ years hands-on experience managing online/digital advertising campaigns
• Required 3+ years of client service/account management experience
• Google Analytics certification is a plus
• IHS Polk data experience is a plus
Gannett Co., Inc. is a proud equal opportunity employer. We are a drug free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation or veteran status.