1 exact match
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- RecruitmentRevolution com
- From £25,000 to £30,000 per year + £25,000 - £30,000 + 10% Bonus + Pension
- Brighton and Hove
- Job term
- Job hours
- Full time
Head of Support - Marketing Big Data Analytics / Tracking SaaS
£25,000 - £30,000 + 10% Bonus + Pension
The Head of Support Opportunity:
This key role within the Client Services Team is focused on leading and maintaining a professional and effective Support department that provides clients with the right level of contact, an effective resolution of issues and a positive experience of Storm.
We help businesses make better decisions through market-leading tracking, tag management, reporting, attribution and optimisation for Advertisers, Affiliates and Agencies. Since its launch in 2004, we have gained an enviable reputation for building solutions which respond to both client and industry needs, and now works with many of the most progressive digital brands who use insight gained from our technology to accurately value and optimise their online marketing activities.
Currently tracking over 1,000 websites worldwide across all verticals, our clients not only benefit from using its suite of robust and pioneering tools, but also receive exceptional service, support and training.
The Head of Support Role:
The Head of Support position is both an operational and a people management role. Along with the Client Support Consultants, you will be responding to queries and incidents as well as managing and resolving urgent and escalated issues. You will ensure that the response to clients who contact Support is consistent, professional and helpful and you will work with all departments to resolve these issues as quickly and effectively as possible.
You will define and implement Support processes in line with Company goals and will provide information to the Senior Management Team on your KPIs. You will provide leadership to the Support team, managing and developing them to their full potential.
Head of Support Responsibilities:
> Respond to queries and ensure self and team follow agreed phone, email and ticket procedures
> Manage and resolve urgent and escalated issues
> Diagnose technical issues from clients, communicate relevant information to Technical and Client Management team
> Communicate information re incidents and activity internally and externally as appropriate
> Define, implement and review Support processes in line with Company goals
> Provide feedback to senior management team on Support KPIs
> Manage team of Support Consultants: workload, responsibilities and development
Applicants will need to demonstrate:
> Good understanding of online marketing industry
> Strong technical understanding of website tracking technologies
> Excellent verbal and written communication skills; able to explain complex technical issues in layman’s terms
> Diplomatic approach to problem solving and delegation
> Works well under pressure, strong time-management and prioritisation skills
> Focused on resolving issues, commercially aware
> People management experience is desirable but not essential
Located in central Brighton; this position benefits from a friendly working atmosphere and a highly talented team.
You may have worked in the following capacities:
Digital Marketing Client Marketing, Digital Analytics Account Manager, Website Conversion Consultant, Marketing Analytics Executive, Digital Marketing Consultant, IT Technical Support Manager, SaaS Technical Support Engineer.
The Head of Support role is being managed by agency innovator RecruitmentRevolution.com. By applying for this role you give express consent for us to process & submit (subject to required skills) your application to our client in conjunction with this vacancy only.
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