Account Optimizer - Team Leader
Lisbon, Portugal
há 1 dia

Job Description

The Team Lead will represent the team in communications with the client and provide all levels of support when necessary.

They are the main point of contact for the client and act as the point for escalation. They are responsible for all aspects of the process and will liaise closely with global counterparts.

There will be a strong element of analytical metrics review & input, new process incubation, induction and process improvement

Operations :

  • Production Floor Hygiene - Meeting the client defined SLA for your teams, which will be mainly as per your score card and project metrics
  • Ensuring task assignment and delivery as per the task queue and TAT
  • People & client management
  • DSAT / Escalation analysis to be closed within 24 hrs.
  • Serve as a focal point to communicate and resolve any operational issues within the team or with the client
  • Ensuring reporting of tasks closed, CSATs / DSATs received on a weekly basis (Daily in Pilot)
  • Internal stakeholder management Reporting of metrics, EWS, RCAs
  • Managing process financials
  • Team Engagement :

  • 100% one on one closure for your team with complete documentation by end of every month
  • Zero tolerance on compliance issues in your team
  • Team engagement activities like TGIF, team outings, fun activities within the team to keep people engaged
  • Provide guidance to the team based on management direction
  • Identify training needs and support development of programs for upscaling
  • Performance Management :

  • Communicating strategic plans, goals, objectives, assignments, and actionable events to the team; including deadlines and timeframes for completion of task (, planning performance)
  • Monitoring the status of work and identifying and solving problems (, monitoring performance);
  • Coaching the team in problem-solving methods, work methods, and in consensus-building activities, and training or arranging for the training of team members in skills, methods, and techniques necessary for completing individual and team tasks (, developing performance);
  • Making recommendations for performance appraisals (, rating performance); recognition (, rewarding performance); Initiating and monitoring Performance Improvement plan for bottom performers ( PIP / QIP process)
  • Extra Responsibilities :

  • Attending different kinds of trainings to groom yourself for the next level
  • Driving ideas and innovations within your teams
  • Lead, motivate and coach direct reports
  • Recruitment and onboarding of new profiles
  • Qualifications :

  • Should have managed an AdWords / Digital operations Team in a metrics driven environment
  • Hands on with AdWords Campaign Optimization, Keywords Analysis, Keyword Research, Reporting and Analysis, and Account Audit
  • Proven experience in developing search marketing campaigns for advertisers
  • Recommended strategies and suggestions on improving client’s campaign performance
  • Required Skills and Experience :

  • Strong interpersonal skills
  • Ability to work on own initiative while in a Team environment
  • Excellent organizational & time management abilities
  • Results orientated
  • Excellent process design and procedure writing skills experience
  • Experience in reporting and presenting to senior management forums
  • Experience with managing and coaching teams
  • Strong negotiation skills
  • Analytical approach to problem solving
  • Ability to establish and maintain key relationships across both Accenture and the Client’s organization
  • Prior experience working in an environment of frequent change changing product features will make earlier temporary fixes redundant and lead to changes in Support workflow that need to be relearned
  • Prior Experience in an online search, social media, internet, advertising, e-retailing, marketing company
  • Proficient on MS excel and Powerpoint
  • Level of English B2 (minimum)
  • Preferred Skills and Experience :

  • AdWords Certification - Fundamentals + Advanced Search / Display / Reporting
  • Managed large accounts and teams
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