The Role:
As the Senior Client Service Manager within our Client Services team, you will play a pivotal role in driving client success and revenue growth through your deep expertise in affiliate marketing and strategic implementation. In this leadership capacity, you will manage a team of Enterprise/Account Managers and Client Service Managers and their pods, acting as the primary strategic liaison for both your team and our clients. Your responsibilities will include offering guidance, resolving complex challenges, and nurturing internal and external relationships while spearheading client management initiatives.
You will work closely with the Client Services leadership team to enhance both client and team engagement and satisfaction, directly contributing to our overall business strategy and objectives. Your focus will encompass resource allocation, planning, and team leadership, fostering a collaborative and high-performing work environment. You will prioritize mentorship, conduct performance reviews, oversee progression plans, and establish strategic goals aligned with business objectives using the OKR framework. Additionally, your commitment to leadership development and team upskilling will be vital in promoting continuous growth within your team.
The Responsibilities:
Team Leadership & Development:
- Create a collaborative, trust-driven environment where team members thrive and excel.
- Mentor and guide team members, ensuring consistent professional development and knowledge-sharing across the group.
- Drive leadership development and skill enhancement to prepare team members for future growth opportunities.
- Effectively allocate resources and manage time-off approvals to optimize team performance.
- Conduct regular performance reviews, manage KPIs, and align on goals (OKRs) to drive team success.
- Ensure the quality and timely delivery of work by the implementation team, leading by example to cultivate an inclusive and high-performing team culture.
- Nurture and harness our most valuable resource - our people - to draw out their fullest potential and optimize your pod's effectiveness.
Client Strategy & Management:
- Develop and implement strategic plans that align with client objectives and revenue targets.
- Maintain strong senior-level relationships with key client stakeholders, positioning yourself as a trusted advisor.
- Oversee client escalations, churn management, and navigate challenging situations, including proactive measures for client retention.
- Manage technical optimizations, disruptions, and cross-departmental initiatives to ensure client satisfaction and maximize our reputation in the industry.
- Oversee the onboarding process for efficiency and effectiveness improvements.
- Identify and capitalize on upselling opportunities for Fintel Connect products and services within client portfolios.
Operational Excellence:
- Demonstrate deep technical expertise in tracking systems and product functionality, ensuring timely resolution of issues such as data integration and performance tracking.
- Maintain a thorough understanding of Fintel Connect's business needs and client objectives to continuously drive results.
- Collaborate with other departments to support marketing, sales, and technical needs as required.
- Review and manage stakeholder terms and conditions processes to ensure compliance with company standards and new partnerships. Support legal efforts as needed.
- Stay informed about all Fintel Connect products, including newly launched offerings, to provide top-tier service to clients and ensure accurate communication across teams.
- Provide timely reporting on overall team performance metrics per client, ensuring accuracy in monitoring results.
- Synthesize and report up and down team and business information to and from CS Leadership to inform and support business decisions and operations
The Qualifications:
- Bachelor's degree in Marketing, Business, Commerce, Public Relations, or a related field.
- Over 7 years of experience managing multi-disciplinary teams and client portfolios, in affiliate marketing, with a proven ability to drive results and maximize client revenue.
- Skilled in developing and executing innovative strategies that align client needs with business objectives.
- Proven track record of inspiring teams, building long-term relationships with clients and stakeholders, and managing expectations.
- Strong analytical mindset focused on data-driven decision-making, with exceptional attention to detail in writing, data analysis, and reporting.
- Experience with tracking systems, affiliate platforms, and reporting tools, as well as proficiency in MS Word, Excel, Outlook, PowerPoint, and WordPress.
- Knowledge of SEO, PPC, and email marketing is an asset.
- Adaptable team player thriving in high-pressure environments, with a passion for continuous learning and professional growth.
- Effective written and spoken communication in English.
- Legal ability to work in Canada.
