Service Manager

US-TX-Dallas
Requisition ID
2017-4421
# of Openings
1
Category
Production/Project Management

Overview

We help our clients realize the vision of data as a strategic business asset and a transformative marketing agent. Our data strategy and management, analytics, consumer engagement and consulting services support clients so they can achieve optimized marketing performance. We make data actionable, with data-driven insights that inform and inspire the creative process for highly relevant and productive consumer experiences.

Responsibilities

Under the supervision of the Service Management Service Director, this role performs the following functions:

 

  • Work with clients and WDM personnel to understand client’s database/marketing solution
  • Work directly with client to obtain and understand requirements for loading/processing data in support of marketing campaigns and/or analytics
  • Understand best practices for data management
  • Help troubleshoot and resolve problems or issues
  • Monitor and report on Service Level Agreements for all solution operations
  • Adhere and enforce Quality Control standards
  • Identify and implement operational efficiencies with the goal to improve client deliveries
  • Maintain internal client processing calendar which includes ensuring all data feeds, extracts and environment refreshes are on track to meet the client deadlines and Service Level Agreements (contractual and expected)
  • Lead bi-monthly Operational Reviews (internal) for assigned clients, reporting on pain points, missed deliveries and process improvements related to the client marketing operations
  • Lead client operational meetings to ensure weekly processing is defined and executed as planned
  • Participate in Production Turnover Meetings as part of the acceptance and education of solution enhancements as they are introduced into the production environment

  • Interact seamlessly with the Program Manager to ensure data required for upcoming campaigns is available in a timely manner
  • Respond to processing issues/questions in a timely manner (nights and weekends are a possibility)
  • Understand the contract metrics (what was sold) and manage/report on current metrics compared to what was sold; must also understand the services sold and service level agreements as outlined in the contract, including penalties for missed deliveries or extended outages
  • Assist the Client Services team with the client financials (revenue recognition and invoices)


Qualifications

Minimum Business Skills:

 

  • Demonstrates ability to act as a primary interface with client personnel
  • Strong understanding of database and data management concepts
  • Demonstrate leadership skills
  • Problem solving skills and ability to work independently with clients
  • Good communication skills, in both verbal and written English, with ability to translate technical concepts to business users
  • Service-oriented
  • Ability to multi-task and be self-motivated
  • Ability to build and maintain team relationships across geographic areas (client and various WDM offices)
  • Good interpersonal skills
  • Must be client focused with attention to the smallest detail
  • Ability to view work scope from a business perspective as much as from a technical perspective

 

Minimum Technical Skills:

 

  • Knowledge and experience deploying direct mail and email campaigns
  • Familiarity with basic database concepts
  • Familiarity with Structured Query Language (SQL), including experience with join and aggregate data functions
  • Microsoft Office Suite (Word, Excel, Powerpoint, Visio)

 

Valued Experience:

  • Client account management experience
  • Project management experience
  • SQL experience
  • USPS products and services experience
  • Previous experience in working in environments that utilize marketing campaign tools such as Adobe, IBM Unica Campaign, Silverpop, Exact Target, Salesforce Marketing Cloud

Wunderman is Creatively Driven. Data Inspired. A leading global digital agency, Wunderman combines creativity and data into work that inspires consumers to take action and delivers results for brands. Wunderman has been widely recognized for its work. Forrester Research named us a leader in marketing database operations and a strong performer in customer engagement strategy*. Headquartered in New York, we have 9,200 creatives, data scientists, strategists and technologists in 200 offices in 70 markets. Wunderman is a ‘team first’ culture committed to creating an environment where people come to do the best work of their careers.  * The Forrester Wave™, Customer Insights Services Providers, Q4 2015

 

Wunderman is an equal opportunity and affirmative action employer. (Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.)

 

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