The Opportunity

Louder requires an experienced and proven Client Success Lead to take our Operations Services to the next level in terms of customer value and satisfaction. This includes Digital Media (Paid Social/Search, Programmatic, Digital Media Analysis, CRO, and more).

The right candidate will be able to manage, motivate and develop a variety of specialists in line with the needs of Louder’s customers. The right candidate will be able to facilitate the team and offer practical solutions where the specialists may experience roadblocks. There is an unlimited scope of the number of platforms that this role may interact with and therefore a people-centric approach is required, with the technology a subsequent enabler.

About You

All of the Louder team live and work by the following values:

  • Proactive - we are a collective of thought leaders and you will need to demonstrate initiative

  • Resourceful - sometimes we don’t have everything at hand but you need to think laterally to get the job done

  • Learner - nothing stays the same in this industry for long. We need to constantly keep evaluating where our knowledge ceiling is and how to meet it

  • Innovative - a strong backing of theory is the beginning of great thinking. However, being able to practically invent is what we need

  • Independent - remote working is part of our lives more than before. You will need to have self-control around working unsupervised and being able to progress work regardless of your location

  • Supportive - everyone at Louder contributes to a wider team and sometimes that team needs help

  • Communicator - your great work needs to be conveyed in the best way to our clients for maximum understanding. Being able to simplify complexities and clear communication is key

Job Responsibilities

  • Client Management - develop and maintain approaches for Louder’s Operations team to deliver consistent and high-standard service to its clients.

    • Client on-boarding for new Louder clients, or existing clients onto new platforms or services

    • Maintain high standards of client service across all forms of communications both face-to face and remote.

    • Interpret client needs (e.g. declared or inferred) and respond with appropriate services that are in the client’s best-interest.

    • Ensure that Louder’s Project Management Framework is followed by the Operations team, this includes Standups, client WIPs, QBRs, and maintaining systems of record such as Jira, Confluence and Trello.

  • Team Management - Manage the team to deliver positive outcomes for customers of Louder’s Operations Services. These services include:

    • Digital Media (campaigns and always-on), including but not limited to:

      • Paid Search

      • Paid Social

      • Programmatic

      • Affiliates

    • Google Marketing Platform (GMP) reseller - includes DV360, CM360, SA360

    • Conversion Rate Optimisation (CRO) - Google Optimize and Adobe Target

    • Analysis - including the development of bespoke attribution modelling and machine learning

    • Creative - creating HTML5 Ad Formats (inc Dynamic) provided by clients graphics or creative teams.

    • eCommerce - such as Amazon, Google Merchant Centre, etc.

  • Business Management

    • Develop annual client plans to achieve Louder business objectives including the improvement of CSAT

    • Provide Monthly Project Reports (MPR) into Louder Management Team containing overview of client health and any resulting actions

    • Work with Louder’s COO and CFO in capacity planning of the Operations team

    • Participate in project management activity such as daily standups, weekly WIPs and monthly Sprint Planning.

  • Business Development

    • Develop the annual Operations business plan with support from Louder COO.

    • Participate in Louder new business process including pitch and proposal support

    • Develop Pricing Sheets and Statements of Work for client approval

    • Work with the respective product leads in continuous improvement of Louder’s product offerings.

  • General

    • Apply experience and initiative to develop Louder processes that improve efficiency and effectiveness as required.

    • Assist and support other projects, as requested by the Louder team.

    • Follow Louder best-practice procedure and policy

    • Contribute toward Louder’s marketing efforts such as Content Marketing publications.

    • Continuing Professional Development - a commitment to continue professional development through a combination of formal development plans and self-initiative.

    • Follow data security best practice to protect our client’s data and to minimise Louder’s exposure

Skills

Mandatory:

  • Bachelor education in Computing/Marketing/Business, or similar.

  • Minimum 4 years’ industry experience in a team management capacity in a Media Agency or similar.

  • Commercial capability in financial planning, costing and producing profitable scopes of work.

  • Direct involvement in the growth and development of teams.

  • Successful new business development in a lead capacity.

  • History of consistently generating client rapport that results in up/cross-sell.

  • Must have executional experience in one or more paid media channels. The more the better.

  • Strong attention to detail and Quality Assurance best-practice.

  • Excellent written and oral communication skills to provide clients with actionable insights.

  • Able to work under pressure and to deadline.

Beneficial:

  • Project Management certifications such as Scrum, Agile, DSDM, PMBoK, Prince2, etc.

  • Jira and Confluence experience

  • Change Management training or certifications

  • Campaign management experience in:

    • Demand Side Platform such as DV360

    • Ad Server such as CM360

    • Bid Manager such as SA360

    • Search such as Google and Microsoft Ads

    • Social such as Facebook Business Manager

Louder Benefits

Working at Louder gives you a team of like minded professionals who are at the cutting edge and have fun at the same time. Read more about our culture and philosophy at Louder Careers.

Recruitment Process

Louder’s recruitment process involves the following: 

  1. Resume (CV) check

  2. Phone screen

  3. Behavioural and abilities assessment 

  4. Interview panel & respond to brief

  5. Reference check  

We look forward to receiving your application!