Job Description

Manage portfolio of clients with report generation, client documentation, company and client communication and research.  Provide unforgettable client experiences resulting in all clients being referenceable.

Profile

·     General Accountably

§  Knowledge of the Direct Response Industry (including established relationships with marketers, media agencies and industry-specific service providers (Fulfillment providers, payment processors, production companies, etc..)) and BPO Call Center industry required,

§  Analyze all aspects of client campaigns, scripts, creatives, offer types, price points, “call to action” alignment and verbiage to provide the best option for optimal results.

§  Maintain and grow call volume and clients across all accounts.

§  Analyze daily campaign performance including client metrics, media performance, etc.

§  Serve as a client advocate and communication liaison between operations and clients.

§  Provide feedback and solutions that generate results for client and company.

§  Work with all appropriate parties (internal and external) to ensure successful campaign launches and ensure campaign performance meets or exceeds client expectations.

§  Provide research and product information to facilitate training and New Campaign Launches.

§  Know all aspects of a campaign and reporting on a global level to management.

§  Accountability to client satisfaction, retention, profitability & CRM data accuracy & integrity

·         Knowledge and Skills

§  Excellent communication skills both written and verbal are a must.

§  PC Skills including:  Microsoft Office Suite, CRM systems, Email, Internet with intermediate level proficiency in Excel.

§  Familiarity with various contact center telephony and routing platforms and reporting systems.

§  Top notch verbal and written communication (English required – Bilingual English/Spanish preferred), Top notch presentation skills required.

§  Must be able to pay close attention to detail at all times and be deadline sensitive.

§  Ability to successfully manage multiple projects and clients at the same time while being flexible with competing time constraints/requirements.

§  Direct response and Call Center experience required.

§  Ability to work under pressure and provide results on or before deadlines. 

§  Ability to work independently and as a team in a fast and diverse environment.

§  Availability to work outside of "normal business hours" including nights and weekends on occasion.

§  Access to internet connection at home.

§  Excellent time management, ability to prioritize and multitask.

§  Proficiency in creating professionally written documents and presentations is required.

§  Innovative problem solving ability including math proficiency.

§  Ability to travel internationally required.

§  Ability to function in a constantly changing business environment

§  Ability to build, manage, grow and network all business relationships

·         Job Qualifications

      Minimum of 3 years experience in a professional environment.

            Minimum of 2 years experience in account management or project management role preferred

·  Working Conditions and Physical Demands

§ Capability to stand/sit/walk for extended periods of time.

Performance Metrics:

§  Client retention percentage.

§  Client profitability

§  Year over year client growth.

§  Client satisfaction rating.

§  CRM system accuracy