Manager, Marketing Operations

Company: Publicis Groupe
Location: Troy
Posted on: July 26, 2022

Job Description:

Company DescriptionJob DescriptionThe Manager, Marketing Operations is responsible for understanding, documenting, and streamlining our clients' complex customer data sets and systems. They will assist in investigating customer cases related to data issues and outlining steps for resolving them. They are the primary liaison between our client partners and third parties in resolving customer cases. They will investigate customer data issues, looking for technical trends that should be escalated to IT for resolution. They will assist in defining and solving system/data issues and work to document and establish processes for improving quality and repeatability.Other responsibilities may include ad hoc reporting and monitoring trends. The person will assist in other duties including UAT, capturing technical features that will allow other groups to better troubleshoot issues, developing new reports, and identifying member experience issues. Actively manage day-to-day customer issue cases - 20% Create and manage reports - 5%Troubleshoot account issues with partners and appropriate resources as needed to drive issue resolution - 30 %Develop and implement processes and methodologies to improve quality and repeatability - 10%Directly lead, manage and advise a group of internal and external partners to meet resolution deliverables - 15%Act as the primary client contact to provide reporting, feedback, and case resolutions - 20%Education Requirements:Bachelor's DegreeWork Experience:8-10 yearsThe Manager, Marketing Operations should have a minimum of eight years' experience managing complex data sets, preferably within a customer-focused or marketing industry.Required experience includes:Reviewing, assessing, resolving and reporting of complex data-related issuesManaging highly sensitive customer informationHands-on management of marketing database solutionsDeveloping processes to optimize or automate issue resolutionCollaborating with internal and external client partnersEstablishing and maintaining documentationWorking with technical partners to design and implement technical solutionsLeading a team comprised of partners from different business units to resolve issuesThey should have experience that demonstrates:Ability to manage data activities and priorities across multiple partnersSolid understanding of relational databasesWorking knowledge of project management methodologiesSolid understanding of reporting tools (e.g., XM Engage (Clarabridge), Cognos, Business Objects)Ability to read customer satisfaction reports (e.g. CSAT, Net Promoter, etc.)Type of Supervisory Responsibilities:Coordinates projectsManages functional area or programOther Skills, Knowledge or Abilities:Excellent written and verbal communications skillsProcess orientedExcellent troubleshooting and people management skills in a client-facing roleAbility to perform tasks with a high degree of accuracyAbility to prioritize multiple priorities under pressure, while focused on getting resultsSelf-starter, ability to work independently and with a strong initiativeExcellent negotiation skillsStrong listening skillsExcellent leadership/management skillsAbility to thrive in a highly matrixed environment while managing multiple priorities simultaneouslyAbility to work in a dynamic environment and pivot focus as business needs evolveWorking Conditions/Physical Requirements:OfficeOccasional travel to client location as neededQualificationsAdditional InformationWhen you're one of us, you get to run with the best. For decades, we've been helping marketers from the world's top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Epsilon's best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, messaging and loyalty solutions. We process 400+ billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. Check out a few of these resources to learn more about what makes Epsilon so EPIC:Culture: https://www.epsilon.com/us/about-us/our-culture-epsilonDE: https://www.epsilon.com/us/about-us/diversity-equity-inclusionCSR: https://www.epsilon.com/us/about-us/corporate-social-responsibilityLife at Epsilon: https://www.epsilon.com/us/about-us/epic-blogGreat People Deserve Great BenefitsWe know that we have some of the brightest and most talented associates in the world, and we believe in rewarding them accordingly. If you work here, expect competitive pay, comprehensive health coverage, and endless opportunities to advance your career.Epsilon is an Equal Opportunity Employer. Epsilon's policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. Epsilon also prohibits harassment of applicants and employees based on any of these protected categories.Epsilon will provide accommodations to applicants needing accommodations to complete the application process.#LI-RW1REF165840D

Keywords: Publicis Groupe, Troy , Manager, Marketing Operations, Advertising , Troy, Michigan