Senior Client Onboarding Manager

Job Description

About the role:

The Onboarding Manager is a critical, client-facing role that is positioned to work in lockstep with the New Business, Pre-Sales Solutioning, Integration Project Management and Customer Integration Engineering teams to enable the successful integration and launch of new retailer clients using the Retail Media technologies. This role will be responsible for conducting business-related tasks such as: client management, advising clients on capabilities, retail media knowledge and education, client communication, presentation development, project management, and process development. Additionally, the candidate will be required to manage overall connectivity with cross-functional departments to develop each retailers customized onboarding.

The 2024 primary KPI for the Onboarding team is to enhance the process to be more seamless and efficient - allowing the team to quickly activate clients, become revenue generating and launch their MVP phase in a timely manner. Further, to ensure the client is poised for growth through incremental Epsilon opportunities post onboarding. To achieve these goals, the role will require strategic thought leadership, industry knowledge, and organizational insight. The Onboarding manager will be the primary face for our new clients and as such, it's critical that this individual display confidence and accuracy in their interactions. Building a solid relationship with the clients that we can build on for years to come will be a critical skill each onboarding manager is measured against.

Further, a key skill will focus on listening and having an inquisitive nature. The Onboarding manager often needs to listen to a client's questions or inquires and guide them on best plan of action and/or alternative options that will lead to a stronger integration. Internally, the Onboarding manager must intervene with cross-functional teams to remind, direct and advise against the strategic positioning of the clients goals, all contributing to the successful new client launch.

The role will benefit from an individual that has an analytical nature and is not intimidated by finding new paths, sometimes unknown when necessary. The role will require the review of client data and performance capability by helping to build revenue estimations and explaining key campaign performance indicators/measurements of success.

Overall, the role will require strong communications skills, organization, and attention to detail. It's important that the individual in this role understands its crucial impact to the organization, from big projects to small tasks. This role will often interact with executive leadership and the candidate should be excited about growth opportunities, stretch assignments and new areas of exposure across the organization. Finally, it's critical that the candidate takes an interest in educating themselves on the everchanging landscape of the Retail Media industry, positioning themselves as a go-to resource and knowledge base of internal best practices and external efficiencies that will help the client grow.

Accountability

This position will report into the Director, Onboarding & Implementation. Performance will be evaluated through successful performance of duties and responsibilities, ability to multitask in a fast-moving business culture, organizational skills, and enabling the new business and onboarding functions to operate with more efficiency and higher output.

Strengths

With a focus on strategy and support with operational processes, this role will require:

Background and experience in retail, eCommerce, and digital advertising

Proven experience as a client manager, project manager, team coordinator, or other relevant onboarding and project style experience

In-depth understanding and competence of MS Office product suite

Ability to organize daily workload by order of importance

Ability to receive direction from multiple stakeholders at all levels of the organization

High level of customer service and EQ (emotional Intelligence)

A proactive approach to problem-solving with strong decision-making skills

Professional level verbal and written communication skills

A team-oriented positive approach with an excitement to play an important role in a growth focused global company

Ability to work in an agile and fast-paced work environment

Excellent interpersonal communication skills

Efficient time management skills - able to sustain timeline management and campaign deliverables

Work Experience

5+ years' experience as a client manager, project manager and/or onboarding related or equivalent role

2+ years in a marketing, advertising, or communications company is preferred