Senior Manager, Client Services - Hybrid

Job Description
Company Description:
Epsilon is the leader in outcome-based marketing. We enable marketing that’s built on proof, not promises. Through Epsilon PeopleCloud, the marketing platform for personalizing consumer journeys with performance transparency, Epsilon helps marketers anticipate, activate and prove measurable business outcomes. Powered by CORE ID®, the most accurate and stable identity management platform representing 200+ million people, Epsilon’s award-winning data and technology is rooted in privacy by design and underpinned by powerful AI. With more than 50 years of experience in personalization and performance working with the world’s top brands, agencies and publishers, Epsilon is a trusted partner leading CRM, digital media, loyalty and email programs. Positioned at the core of Publicis Groupe, Epsilon is a global company with over 8,000 employees in over 40 offices around the world. For more information, visit (url removed). Follow us on Twitter at @EpsilonMktg.
Job Description:
We are currently looking for an accomplished Senior Account Manager to act as the primary client liaison for one or more of our client’s brands. The Account Manager must employ a strong operations background and an understanding how multi-channel campaigns work and are executed. The Sr AM will establish and maintain strong relationships across the client’s brand team and/or delivery partners to develop a thorough understanding of campaign objectives. In parallel, he/she will take the lead on operational processes to deploy marketing initiatives by leveraging process and data insights and aligning them to brand objectives. The individual must be a problem solver that takes initiative to solve business problems and identify efficiencies, providing clear direction to clients.
Essential Daily Duties:
Primary point of contact for Epsilon as it relates to delivery of services for a brand / set of brands.
Works with brand stakeholders to understand business requirements for marketing programs and translates those into functional specifications (including documenting business rules and creating metadata).
Provides recommendations and best practices for implementing program(s).
Communicates Epsilon project plan, requirements, milestones, dependencies, status, and risks to client brand team and delivery partners, as necessary.
Consults on tactical implementation of marketing programs.
Participates and/or leads meetings that include Epsilon, vendor partners, brands, and agencies to assist and facilitate the implementation of marketing programs.
Maintains high standards of quality control and monitors process steps to ensure accuracy.
Reviews operational reporting and provides insights / recommendations, as appropriate.
Skills and Experience:
Technical understanding. While not required to understand technical code, a strong foundation in the concepts of database marketing, campaign management / campaign management systems, and logical thinking with regards to data management and reporting is required.
The ability to balance needs of multiple constituents to ensure efficient and effective program delivery.
Process-oriented mindset that drives adherence to established processes and quality control procedures to ensure accuracy.
Ability to identify and implement opportunities to continuously improve processes.
Ability to recommend ways to improve program performance.
Exceptional organizational and interpersonal skills as well as strong written and verbal communication abilities in order to work with a broad array of client, agency and vendor contacts.
Excellent client service and problem-solving skills in order to minimize problem escalation to senior team members and ability to provide recommendations for resolution.
Demonstrated successful experience with file segmentation, direct mail production, email delivery and program troubleshooting.
Qualifications:
5+ years experience in a direct marketing agency or direct marketing services business
Experience working with multiple vendors on complex, multi-channel programs such as IVR providers, call center providers, fulfillment vendors, email service providers, agencies and data/technology providers.
Strategic marketing understanding including knowledge of CRM and integrated marketing programs.
Experience overseeing complex initiatives from inception to completion
Experience in program planning and project management/execution
Ability to multitask in a deadline-driven environment.
Willingness to dive in with hands-on work while driving initiatives.
Disciplined organizational skills in all aspects of job performance.
Exceptional attention to detail.