Marketing Manager - Team Lead (Remote - US Based)

Job Description

Constant Contact's Marketing Manager service is growing and expected to grow throughout 2021. Therefore, we are looking for an energetic, intelligent Marketing Manager Team Leader that is excited to manage a team whose focus is improving customer on-boarding, engagement, retention, and customer results through marketing assistance. As a Marketing Manager Team Leader, you will be responsible for leading, mentoring, coaching and developing processes and documentation for our Professional Service Consultants to improve and exceed customer expectations. Interpersonal skills take center stage as you educate and motivate Professional Service Consultants to offer high quality and efficient customer interactions with Constant Contact customers. The ability to adapt to and manage change with a positive attitude will be paramount to your success. Excellent time management and multi-tasking skills are essential in meeting the responsibilities for this role. The ability to perform well under pressure and communicate information in a clear and timely manner will enable you to shine. Performance is largely based on the performance of teams and specialists supported. Dedication to teamwork and coaching can't be emphasized enough.

Essential Job Responsibilities:

• Lead a team of 10+ Professional Service Consultants who support our customers in using our products
• Act as a Subject Matter Expert (SME) on marketing campaigns and consultants job functions
• Act as a mentor and a guide for team members; proactively identify performance gaps
• Ability to successfully coach, develop, and provide feedback to encourage and motivate individuals and team in both service and product right-sizing
• Maintain excellent knowledge of our portfolio of products and services in order to understand the customer experience and how that might translate into existing programs
• Handle customer escalations to resolution
• Identify product defect and escalate to Manager/Director for follow-up actions
• Maintain and build positive employee and customer relationships
• Multi-task and make sound judgments in a fast-paced, high stress environment
• Work with Manager/Director to develop and formally counsel employee performance
• Assist with defining processes and training to stay consistent with market trends
• Conduct team meetings to keep a pulse on the team’s morale, concerns, etc.
• Serve as a backup to Leadership in his/her absence

Job Requirements:

• Minimum of two years of leadership experience managing a team
• Minimum of five years customer service experience
• Minimum of two years experience in:
  • Facebook/Instagram Ads
  • Google Ads
  • Google Analytics
• Minimum of one year experience in:
  • Website Management
  • SEO
• Strong commitment to world class customer service
• Ability to communicate and interact effectively in a calm professional manner with all levels of the organization to include external customers
• Strong interpersonal and leadership skills
• Desire to work and succeed in a team environment
• Demonstrated strong work ethic.
• Possess strong organizational, time management and effective decision making skills
• Highly proficient in Microsoft Office suite; confident in trying and exploring new applications to facilitate work and processes

Additional experience with any of the following is a plus:

• Experience supporting and providing recommendations for high value customers
• Experience with Constant Contact marketing platform
• Support of a web-based application/service
• Education/experience in Marketing and/or Customer/Account Management
• Use of ADP, Salesforce, Workspace/Genesys, and Microsoft and Google applications

REQ: 4591

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