Client Services Manager

Roles and responsibilities

Manager - Client Services | MAF Retail | UAE Digital Corporate Head Office

The Manager – Client Services is responsible for establishing and fostering relationships internally and externally across teams including MAF Precision Media, marketing, merchandising, trade and analytics stakeholders to ensure strong ties at multiple levels, including high-level relationships to develop ongoing media budget allocation and upsell opportunities.

The ideal candidate will also enhance the client experience and set MAF Precision Media apart from the rest in the region, with a good understanding of media capabilities to grow advertiser revenues and build strong relationships. He/she will be the face of MAF Precision Media for all our external stakeholders and/or suppliers, managing the end-to-end client relationship from campaign planning, pitching, management and adhering to commercial tracking and campaign management processes for the team

Responsibilities:

Growth and Sales

• Develop and execute a detailed business plan to grow revenue opportunities from new prospects with your designated categories.
• Prospect and hunt for new business leads and opportunities.
• Develop & sell effective and high return retail media campaigns
• Identify and prospect for large opportunities at multiple levels
• Meet and exceed monthly targets
• Oversee your clients’ campaigns planning, execution and delivery while regularly communicating performance results
• Understand the value of MAF Precision Media’s competitive offerings and pricing and articulate MAF Precision media benefits in a manner meaningful to the customer
• Build and manage a robust sales pipeline and monthly sales forecast as well as activity tracking

Collaboration and Communication

• Collaborate with the Ad Operations team to prepare presentations for internal and external stakeholders, along with the tracking and execution of the campaigns
• Work hand in hand with the local merchandising team to generate synergies and ensure the correct approach for any given brand, understanding the category strategies to build campaigns that deliver against advertisers KPIs.

Minimum Qualifications/education

• Bachelor’s degree in marketing, Business, Economics, Communication, or any other related field
• 2-5 years online advertising, digital media, or analytics sales experience with global and regional accounts
• Must have significant success in media sales, with a specific focus on digital display/PPC Campaigns from either publisher or media agency.
• Experience selling audience targeting solutions

Desired candidate profile

• Client Relationship Management

  • Build and maintain strong, long-term relationships with clients to understand their needs and expectations.
  • Act as the primary point of contact between the company and clients, ensuring timely communication and issue resolution.
  • Regularly check in with clients to gather feedback and ensure satisfaction with services provided.

• Team Leadership and Development

  • Lead and manage the client services team, providing guidance, support, and training to ensure high performance.
  • Ensure that team members are motivated and meet performance goals.
  • Conduct performance reviews, provide coaching, and facilitate professional development opportunities for the team.

• Service Delivery Oversight

  • Monitor the delivery of services to clients, ensuring that all service-level agreements (SLAs) and expectations are met.
  • Oversee the implementation and execution of client projects and ensure that deliverables are on time and within budget.
  • Identify areas for service improvement and work with the team to implement enhancements.

• Client Onboarding and Training

  • Manage the onboarding process for new clients, ensuring a smooth transition and that they understand the services provided.
  • Provide training and support to clients as needed, ensuring they are able to use the company's products or services effectively.

• Problem Resolution and Conflict Management

  • Address and resolve any client issues or concerns quickly and efficiently, ensuring that clients are satisfied with the resolution.
  • Act as an escalation point for more complex problems and work with other departments to resolve them.
  • Use feedback from clients to improve services and prevent recurring issues.

• Client Retention and Upselling

  • Work to maintain high client retention rates by providing excellent service and ensuring clients feel valued.
  • Identify opportunities to upsell or cross-sell additional services or products that meet clients’ needs.
  • Collaborate with the sales team to introduce new offerings to existing clients.

• Reporting and Analytics

  • Track and report on client service metrics, including client satisfaction, service delivery times, and other key performance indicators (KPIs).
  • Analyze client feedback and service trends to make data-driven decisions and implement improvements.
  • Prepare regular reports for senior management on client service performance.