For one of our global clients, we are building a centralized customer service and project management team in Poland that will provide ongoing service for local markets within EMEA. A dedicated market-focused team will coordinate all localizations of central campaigns, market activation, and tactical support for local markets.
We are looking for: Account Manager / Project Manager (dedicated to one of the markets, UK, Germany, France, Spain, or Italy).
Your role in a nutshell
As an Account Manager you will be supporting the Client Service Leaders in transition process by reviewing existing processes and scopes, migrating work from Tier 1 markets (UK, France, Spain, Italy, Germany), and making sure the delivery process is done in timely manner to ensure a high level of client’s satisfaction.
What will keep you busy during the day:
- Supporting the Client Service Leaders in transition process by reviewing existing processes and scopes
- Providing day-to-day high level client’s support, from briefing to supply of assets - owning tasks and projects for the dedicated market - undertaking briefs for which she/he takes full responsibility, asks questions in consultation with the local coordinator, validating whether and which competence center should perform a given task, creating working groups for a given task, creates schedules, and fully implementing the project
- Building an excellent relationship upon trust and mutual understanding with the clients and local agency representatives in a difficult moment of change for the organization
- Monitoring of the client’s brand, industry, markets, and competitive activity
- Collaborating with the regional transition team on implementing changes to current processes and ways of working as well as on new initiatives to increase productivity and ensure smooth and agile functioning
- Implementing and educating current & newcomers on tools and processes
- Coaching and supervising less experienced teammates
- Working on integration with other departments and 3rd parties
- Deploying processes and making sure the team is working in line with the agreed framework
- Acting like an owner in the assigned processes by leveraging continuous improvements, identifying solutions that will increase productivity, and delivering operational excellence and efficiency
Skills and experience required to be successful in this role include:
- Previous experience in similar role gained in Regional Hubs, SSC and BPO providing international customer service ideally in area of digital marketing, e-commers, content management, or others related to marketing
- Understanding of digital, social as well as traditional advertising channels
- Fluent business English is a must as you will be working 100% in English
- Strong focus on customer experiences and persistence in improving NPS
- An ease in building a good rapport with several of internal and external stakeholders
- Strong focus on process management and execution
- Demonstrating initiative in process improvement projects that will increase efficiency and client satisfaction
Our offer:
- Unusual opportunity to be a part of the transition team and influence the way support our client
- Career progression in an energizing/dynamic environment that offers a lot of fun & fulfillment
- Expanding knowledge during internal training – VMLY&R Academy) and/or with self-paced learning available on the e-learning platform Ascent360 and many others matching your interests and business needs
- Mental health is of great importance to us that is why we will care for your time off and offer you flexible working hours with home office option.
Here what comes next:
- You read this ad, you feel like this might be an awesome fit for you, and you apply,
- If your candidacy matches our position, the Talent Acquisition Lead will arrange a phone interview with you
- We will get back to you or invite you to an online or in person interview with the hiring Manager within one week of the 1st interview with Talent Acquisition Lead