Finecast | Client Services Manager Melbourne, Melbourne

Description

Position at GroupM Nexus Finecast

Finecast is a leading addressable TV company which enables advertisers to precision target viewers across on-demand, linear and live streaming TV environments. Finecast gives advertisers the ability to deliver targeted ads to audiences watching TV content across multiple broadcasters, connected devices, set top boxes, over-the-top providers and game consoles – all through a single point of access.

Finecast optimises delivery across the entire addressable TV marketplace. With access to hundreds of different targeting segments, from socio-economic to life stage, purchase and financial data, advertisers can identify and reach viewers whenever and wherever they are watching. Finecast is part of GroupM, the media investment group of WPP.

Finecast is more than a business for our clients and shareholders. It is a home for ambitious people to fulfill their goals, we bring to the job great integrity demonstrated through our team values;

• Innovate - Through creativity and vision, we evolve

• We push the boundaries of what’s possible, encourage new ideas, and accept calculated risks in order to explore new opportunities.
• Strive – Together we promote a sense of self-worth and fulfillment

• Our curiosity takes us beyond our job descriptions. Our standards are high, and we take pride in our work.
• Belong – We support each other’s growth and development to drive success

• We are a diverse community with a shared mission and shared core values. We work together tirelessly, united by our brand’s higher purpose.
• Respect – We earn respect through trust and integrity

• We encourage communication and inclusivity. We make each other and our clients feel truly valued and we take pride in our work.

Finecasters represent their company with pride, in and out of the office and our team and individual behaviors reflect our beliefs and purpose;

• We put people first

• Family and friends always come first. We support colleagues when they need to do what needs to be done. Because all of us are parents, children, siblings, partners and friends too. We are supportive, open, and inclusive, embracing the differences and similarities of each Finecaster.
• Doers who think big

• Dreams are essential, but fruitless without the will to turn them into reality. We think big but know that achieving our goals will require us to be grounded. We nurture and train our team to be the leader in addressable TV. We are doers. We move fast and get things done.
• Always advancing

• We are committed to progress and take responsibility for it ourselves. We are curious because asking the right questions helps us solve challenges. We’re okay with taking calculated risks. We will make mistakes and that’s fine if we learn from them and grow. Our curiosity takes us beyond our job descriptions. We are not algorithms; we are originators of the future state of advanced TV.

YOUR ROLE IN A NUTSHELL:

The role of the Client Success Manager is dual function, designed to support the success and growth of client accounts as well as achieve the operational success of client campaigns. As the gatekeeper between Finecast and its clients, the Client Success Manager’s duties are to delight the client with exceptional results, providing full service, working with the strategy team from brief stage through to activation and providing post campaign reporting and analysis to a designated patch of clients.

The successful candidate will enjoy a large degree of independence and is expected to execute proactively against assigned projects.

REPORTING OF THE ROLE:

Head of Client Services

DIRECT REPORTS:

Client Service Coordinator, Client Services Executive and Client Services Senior Executive

KEY STAKEHOLDERS:

Finecast Client Services Team, Finecast Operations Team, Finecast Engagement Team, GroupM Agency Teams

WHAT YOU SHOULD SPEND YOUR TIME DOING:

In order for our business to work, you will be required to spend time of certain areas of the business and make sure that your direct reports do the same. Your key responsibilities are as follows:

Product

• Develop points of view to give guidance on core topics like audience, inventory, data sources, frequency management and measurement
• Help build and then maintain strong collateral pieces relevant to the group, agencies, and clients by liaising with product team members to understand proposition, product features and KPIs.
• Operate as a knowledge leader in the Addressable TV space and can explain complex business model, tools, and concepts simply
• Interrogate the brief, build out targeting, pricing and media plans, rationales and respond to agencies, ensuring key client SLAs are being achieved in a timely manner
• Proactively manage campaign launch activities, responsible for client campaigns going live and which requires top-class attention to detail, confidence, and organisation to ensure that all internal and external teams provide what is needed to get the campaign live.
• The Client Services team, along with the Operations team have ultimate responsibility for campaign delivery and pacing. The Client Services Manager will be responsible for monitoring campaign performance and ensuring that action is taken in the event of underperformance/pacing.
• The Client Services Manager gathers all mid and final performance statistics and delivers this back to the client. This reporting needs to be insightful, and proactively look at ways to deliver roll-out success. The Client Services Manager is also charged with billing and reconciliation.
• Continually review the measures of success for each campaign you propose, analyse the data you have available to you and provide consistent communications into the agency that glean learnings and support your campaign recommendation.

Partnership

• Foster good working relationships with agency teams and manage their expectations ensuring Finecast SLAs are being adopted and adhered to
• Work with a diverse range of clients, building relationships with key personnel to understand their needs
• Understand and co-ordinate agency feedback regularly
• Work with key stakeholders to ensure that Finecast products are adopted across all relevant clients
• Keep agencies updated on changes with both products and the Addressable TV market

People

• Promote open, collaborative, supportive and dynamic relationships throughout the agency and the network
• Manage and develop team members careers through regular coaching and constructive feedback
• Hold regular performance evaluation meetings with your direct reports throughout the year, set SMART goals and create a professional development plan for their advancement
• Attend Agency WIPs and QBRs with Engagement/Strategy team

Performance:

• Work with your agency teams and relevant internal teams to provide insights and opportunities to up-sell, cross-sell and secure re-bookings
• Retain and grow business based on excellent campaign delivery and results
• Develop and manage business plan and key initiatives to grow average campaign sizes for clients
• Educate and inspire clients regarding Addressable TV propositions and products
• Understand client’s marketing objectives to create relevant proposals for clients

EXPERIENCE:

The successful candidate brings experience in Account Management, Campaign Planning and Campaign Delivery, ideally with a strong background in AV media market, dynamics and competition. Advertising experience is required, along with sound knowledge and experience of the Australian advertising market. They will have the ability to develop and maintain long standing and valuable relationships with agencies and clients and have a proven track record in establishing high levels of client satisfaction.

COMPETENCIES:

(This section outlines the specific technical skills required to do the role. Examples of this are captured below for guidance.

• Strong understanding of Excel (or other specific software)
• Specific qualification or certificate
• Specific knowledge of Adobe
• Project Management, Excel and PowerPoint skills

What is GroupM

GroupM is the leading global media investment management company serving as the parent to WPP media agencies including Mindshare, Mediacom, Wavemaker and Essence, as well as the programmatic digital media platform, Xaxis, each global operation with leading market positions. With 800 people based in Sydney, Melbourne, Adelaide and Brisbane, GroupM’s primary purpose is to maximize performance of WPP’s media agencies by operating as leader and collaborator in trading, content creation, sports, digital, finance, proprietary tool development and other business-critical capabilities. GroupM’s focus is to deliver unrivalled marketplace advantage to its clients, stakeholders and people.