Customer Experience Specialist

Spectrum Reach provides custom advertising solutions for local, regional and national clients. Operating in 36 states and 91 markets, Spectrum Reach creates scalable advertising and marketing services driven by aggregated and de-identified data insights and award-winning creative services. Spectrum Reach helps businesses of all sizes reach anyone, anywhere, on any screen. Additional information about Spectrum Reach can be found at https://www.spectrumreach.com.

SUMMARY

The Specialist is a strategic partner providing pre-sale and post-sale advertising support, partnering with the Customer Experience teams participating in existing and future partnerships/initiatives within Spectrum Reach. This key team member is integral in helping the sales team to maximize multiscreen solutions for clients by partnering with and offering high level support to Customer Experience teams. This position will execute and partner with the local CE teams as they monitor and build campaigns to ensure the campaign elements are received and executed as intended. Ensure accuracy and communicate with cross functional teams around needs tied to optimization, resolution of concerns around campaign implementation, technology, pacing and performance based on enterprise escalations.. The Specialist will assist in developing, testing and driving solutions for Customer Experience, as well as provide Just In Time support across the organization.

DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• For complex advertising needs partner with the Customer Experience teams to work with Account Managers and Account Teams to understand client marketing objectives to partner on advanced recommendations as part of the larger overall multiscreen campaign.
• Support Customer Experience escalation needs through escalation path.
• Liaison with key cross functional partners (Customer Experience, the product team, yield and inventory) to drive campaign success and compliance as well as communicate changes, enhancements, and progress to AE's and clients where necessary.
• Partner with Customer Experience groups to review and evaluate campaign effectiveness; driving account strategy for retaining clients and positioning new business.
• Provide troubleshooting support to ensure that campaigns are able to deliver accurately.
• Work cross functionally with Execution and Optimization team to ensure correct processes have been implemented campaigns are set up to achieve KPI's.
• Test all process and system upgrades across the Customer Experience team.
• Partner with Spectrum Reach Learning and Customer Experience to identify and help develop training needs and ensure education retention.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS

• Must sit in one of our mid-size or large markets
• Must have at least 5 years of ad planning experience
• Effective verbal, written, and interpersonal communications with overarching skill to translate data, information, and research into powerful points of view-ability to craft and tell a compelling story
• Effective communication skills and attention to detail in a faced paced environment
• Familiarity with and experience in marketing; understanding of campaign development, metrics, and optimization strategies
• Ability to decipher between client needs, for example, 'branding' campaigns VS 'call to action' and the difference between those schedules
• Familiarity with writing rationales and/or agency POVs ("point of views")
• Demonstrated understanding of metrics as they apply to campaign performance (ex. Reach/Frequency, Attribution)
• An analytical mindset that identifies solutions based in data
• Ability to learn details tied to system needs and media ecosystem

EDUCATION

Bachelor's degree or equivalent work experience

PREFERRED QUALIFICATIONS

• Knowledge of cable television, digital solutions, and advanced advertising products
• Clear knowledge of media terms as well as media formulas & calculations.
• Previous experience supporting a team of Sales, advertising, or marketing professionals
• Previous experience in an Ad Agency, Media, and/or Ad Sales
• Experience and strong knowledge of research databases, tools and applications, including (but not limited to) Nielsen, Scarborough, MRI, Kantar, BIA/Kelsey, eMarketer, and comScore