Senior Manager, Client Services, eCommerce

The Sr Client Services Manager is responsible for the retention and growth of assigned customer accounts within Cendy’s eCommerce division. This includes digital creative, website and digital media services that drive direct bookings for our customers. The primary focus of the role will be to manage customer relationships, providing strategic guidance and overseeing day to day fulfilment of eCommerce services. In addition, this position will work closely with cross-functional team members to introduce Cendyn’s products, ongoing training, and being the customer advocate to ensure alignment of organizational goals with customer needs.

The role requires proficiency in digital marketing and website management tools, project management, relationship development, commercial acumen and team supervision. An interest in the hospitality space is crucial.

Responsibilities:

Manage and Grow Client Relationships

• Identify and maximize opportunities to build long term, mutually productive relationships across all levels of the client organization
• Optimize renewal rates and expand revenue through thoughtful recommendations and rigorous implementation of an account plan
• Be a client advocate to ensure understanding and alignment between client and Cendyn priorities
• Identifying, resolving, and/or escalating potential issues to offer a seamless, world-class client experience

Manage the efficient and effective delivery of eCommerce Initiatives and Programs

• Understand and manage client expectations for budgets, scope and schedule
• Oversee marketing retainers and the delivery of contracted scope of work for assigned accounts, closely collaborating with cross-functional teams such as media planning, buying, creative and web development to ensure on time delivery according to defined strategy and service expectations
• Build and communicate high quality digital marketing campaign and project briefs based on thorough understanding of client needs
• Own the analysis and communication of results and actionable insights to clients
• Own the final quality control for all client-facing deliverables

Thought Leadership

• Stay up to date on trends in the digital marketing and eCommerce space to be a source of industry knowledge to your clients
• Uncover and articulate research, insight, and strategic models to help advance the business interests of clients

Account Management

• Maintain up to date records of client contracts, information and account intelligence
• Provide accurate forecasts of renewal and growth opportunities
• Work with Finance to ensure accuracy in billing, revenue accounting and account receivables
• Collaborate with internal teams to scope and prepare retainer contracts, project scopes of work, insertion orders and other commercial documents

Team Development

• Contribute to recruitment, new hire training and team development initiatives
• Supervise managers and coordinators, overseeing distribution of assignments to support workload balancing
• Be a role model for Cendyn values
• Have fun!

Requirements:

Required Education and Experience:

• Degree from an accredited college or university, or equivalent experience
• 4+ years of experience in account management and digital marketing with demonstrated ability to nurture and grow productive client relationships
• Certification in Google Analytics and/or other web analytics tools is highly desirable
• Experience in Hotel Operations or Hospitality Sales and Marketing is a big plus

Competencies:

• Fluency in digital marketing tools like Google Analytics, AdWords, CMS
• Fluency in full-funnel digital marketing strategies and channels with advanced knowledge of at least 2 digital channels across SEM, SEO, display, social, mobile and websites.
• Working knowledge of traditional media and through the line marketing concepts, e.g brand management, PR, CRM is a big plus
• Proficiency in productivity tools like: Microsoft office, Clickup/Asana/Trello/Jira/Salesforce.com
• Excellent organizational, planning, cross-functional collaboration and proven ability to manage multiple priorities
• Ability to interpret and analyze data and situations, identify solutions, and formulate recommendations
• Excellent communication and presentation skills with the ability to effectively interface with all levels and departments on a formal, informal, written and verbal basis
• Ability to set goals to motivate self and others towards their achievement
• Firmgrasp of budget and commercial management

Work Environment:

This job operates in a home office environment. Working in a home office environment requires a high degree of discipline.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Position Type/Expected Hours of Work: