Experienced Full Stack Customer Support Manager – Social Media & Direct Channel Strategy

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! Apply Now! Apply for this job