About the team and what we'll build togetherAs a Senior Account Manager, you'll serve as the primary day-to-day client partner for one of Kobie's key enterprise accounts, leading client operations across loyalty strategy, gamification, and technology platform initiatives. You will work closely with Strategy, Decision Sciences, Creative, CRM, Product, Technology, and other cross-functional teams to ensure a seamless client experience across Kobie's work. Success in this role requires strong client leadership, operational excellence, strategic curiosity, and the technical aptitude to connect business needs to loyalty platform capabilities.
How you will make an impact- Serve as the primary day-to-day client partner and operational lead, maintaining proactive communication while managing priorities, timelines, dependencies, risks and client communications across Kobie workstreams to ensure a connected client experience and high-quality, on-time delivery.
- Deliver cross-functional insights, recommendations, thought leadership and feedback as a trusted advisor with a deep understanding of the client's business, loyalty program, priorities and goals.
- Own the Client Services planning cadence, including near-term priorities, 90-day planning, regular client touchpoints, executive check-ins and EBRs, ensuring priorities and roadmaps remain aligned across Kobie and the client.
- Prepare and publish advance meeting agendas, follow-up contact reports, client presentations, weekly client updates, and other client communications and correspondence.
- Develop, manage and operationalize account plans and strategic and technical roadmaps across loyalty strategy, gamification and Kobie's technology platform.
- Partner closely with the Sr. Account Manager leading CRM to maintain alignment across the broader client relationship, connecting priorities, dependencies and opportunities across workstreams while maintaining clear ownership of day-to-day client operations for assigned areas.
- Lead coordination for gamification initiatives from concept through launch, partnering with Strategy, Creative, Development, QA and other teams to translate client objectives into engaging experiences delivered on time and within scope.
- Develop a strong understanding of Kobie's loyalty technology platform, capabilities and roadmap to help connect client business needs to existing functionality, identify opportunities for optimization, and coordinate requests requiring Product or Technology support.
- Partner with Strategy and Decision Sciences to translate loyalty insights and client objectives into actionable recommendations across member engagement, gamification, program optimization and platform utilization.
- Manage client requests, scope changes, risks and issues through resolution, coordinating with Technology Operations and other cross-functional teams while maintaining clear, timely client communication on status, impact and next steps.
- Proactively identify project risks, dependencies and delivery challenges, driving timely resolution to maintain client confidence and delivery excellence.
- Own project estimates, timelines, and resource plans to ensure work is completed on time, within scope and with a high degree of excellence.
- Support the financial health of the account through resource allocation, revenue and margin forecasting, invoicing, program profitability and identification of account growth opportunities.
What you need to be successful- Bachelor's degree in Marketing, Business, Communications or related field.
- 5+ years of experience, preferably in loyalty, marketing, client services or technology-enabled marketing.
- Demonstrated experience serving as a day-to-day client lead for a complex enterprise account or program.
- Understanding of general marketing principles is required; loyalty and gamification, experience is strongly preferred.
- Experience coordinating complex cross-functional initiatives across strategy, creative and technology teams and driving accountability without direct authority.
- Proven ability to manage multiple projects and workstreams simultaneously while effectively prioritizing deliverables and deadlines.
- Confident and clear verbal and written communication and presentation skills.
- Highly organized, detail-oriented and outcomes-driven, with strong project management and planning skills.
- Self-motivated and able to work independently, applying sound judgment and making decisions in a fast-paced environment.
- Strong technical aptitude with the ability to understand loyalty platforms, SaaS products and broader martech ecosystems, and translate between business needs and technical teams.
- Strategic and tactical marketing experience across multiple channels and customer journeys.
- Ability to understand performance metrics and effectively partner with Strategy and Decision Sciences to communicate insights and recommendations.
- Foundational understanding of financial business principles and customer data concepts.
- Resourceful, solutions-focused attitude that adapts well to change.
- Ability and willingness to travel as needed for client meetings, workshops, business reviews and other key engagements.
