Join arenaflex, a global leader in entertainment and media, as a seasoned Customer Support Manager to drive exceptional customer experiences across social media and direct channels. As a key member of the Direct Channel Strategy and Activation (DCS&A) team, you will play a vital role in shaping the future of customer engagement and satisfaction.
**About arenaflex**
arenaflex is a world-renowned entertainment and media company that has been captivating audiences for generations. From its humble beginnings as an animation studio in the 1920s to its current status as a global leader in media and entertainment, arenaflex has consistently pushed the boundaries of storytelling and innovation. With a presence in over 40 countries, our team of talented individuals comes together to create immersive experiences that delight and inspire people of all ages.
**The DCS&A Team**
The Direct Channel Strategy and Activation team is at the forefront of arenaflex's customer engagement efforts. We are a dynamic and collaborative group of experts who share a passion for delivering exceptional customer experiences across various touchpoints. Our mission is to apply strategy, data, and technology to revolutionize marketing and drive business growth. As a Customer Support Manager, you will be part of this high-performing team, working closely with cross-functional partners to develop and execute direct channel strategies that drive results.
**Job Summary**
As a seasoned Customer Support Manager, you will be responsible for leading the daily management and execution of direct channel campaigns. You will be a subject matter expert in the tools and data used by the DCS&A team, providing training and support to colleagues as needed. Your expertise will be essential in driving campaign success, ensuring quality and accuracy, and fostering a culture of excellence within the team.
**Key Responsibilities**
* Lead the daily management and execution of direct channel campaigns, ensuring timely and accurate delivery of campaigns across various channels
* Develop and maintain expertise in the tools and data used by the DCS&A team, providing training and support to colleagues as needed
* Collaborate with cross-functional partners to develop and execute direct channel strategies that drive business growth and customer satisfaction
* Analyze campaign performance data, identifying trends and areas for improvement to optimize future campaigns
* Develop and maintain complex streams using multiple direct channels, ensuring seamless integration and execution
* Perform quality assurance (QA) of campaigns, ensuring accuracy and quality standards are met
* Troubleshoot issues and resolve problems in a timely and effective manner, minimizing campaign downtime and ensuring customer satisfaction
* Foster a culture of excellence within the team, promoting a customer-centric approach and continuous improvement
**Essential Qualifications**
* 2+ years of direct experience in SQL data analysis, performing complex queries, data visualization, and data-driven decision-making
* Proven ability to interpret technical details and data insights into compelling stories and campaign objectives for non-technical stakeholders
* 5+ years of direct experience in campaign list selection cycles and mission sending capabilities
* Demonstrated expertise in complex data conditions, data modeling, and data querying
* Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders
* Experience working with large datasets and navigating ambiguity while maintaining clear direction
* Ability to convey technical ideas to colleagues in a non-technical manner
* Strong initiative and ability to work independently, identifying and implementing efficiencies that benefit the team
* Leadership skills to train and support junior colleagues
* A vital attitude that enables the application of relevant direct channel strategies to all work
* Intense attention to detail with a strong focus on client acceptance testing and quality assurance
**Preferred Qualifications**
* Experience with Adobe Campaign Classic and Adobe Campaign Standard
* Direct experience building complex marketing streams using multiple direct channels
* Proficiency in JavaScript, HTML, and CSS for campaign sending and execution
* Familiarity with data visualization tools and technologies, such as Tableau or Power BI
**What We Offer**
* Competitive salary and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Access to cutting-edge technology and tools
* Comprehensive training and support program
* Flexible work arrangements, including remote work options
**How to Apply**
If you are a motivated and experienced customer support professional looking to join a dynamic and innovative team, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!