POSITION FILLED: Head of Client Success, EMEA & N. America (Maternity cover)
Updated: Aug 9, 2021
Location: Hybrid - London HQ & remote working
Reports to: Chief Operating Officer
Inskin Media delivers high impact digital advertising across more than 2,000 premium websites globally, working with 260 publishers and more than 1,000 leading brands. The powerful, impactful rich-media formats command attention on any device through eye-catching creative that blends seamlessly with each individual environment. With user experience our central priority, we achieve that fine balance between impact and experience.
Standardisation technology ensures every ad works perfectly, regardless of platform, media or design, simplifying the process for brands and agencies keen to take advantage of these hugely memorable and powerfully effective advertising opportunities.
Founded in the UK in 2009, Inskin Media now operates internationally, with 8 offices around the globe.
The Role
As the Head of Client Success, EMEA & NA, the overall responsibility is to ensure the team is delivering excellence and meeting internal and external stakeholders ever-changing requirements. Responsibilities include overseeing and managing a team to ensure the success of the campaign lifecycle from creative execution to publisher management. Creating efficient processes and best practices within the team is key to providing the service required to secure repeat business and ensure internal commercial stakeholders are catered for in order to hit agreed company growth goals.
Key Responsibilities
Managerial
Providing leadership and guidance
Individual training, development and wellbeing support
Developing and monitoring team OKRs
Hiring and onboarding talent
Architect and optimiser of internal processes
Campaign Management
Oversee and ensure successful campaign management lifecycle:
Salesforce entry - allocating campaigns
Enforcing SLAs for creative best practices
Creative calls with clients and agencies
Communication across various stakeholders: agency/direct client, sales, design and ad ops
Providing EOCR reporting and screenshots to agencies, along with ad hoc interim summaries on request
Managing complex campaigns and self-service clients
Responsible for the design priority queue with Production Manager and Creative Director
Troubleshooting creative issues with Design team
Inventory / Media Planning / Publisher management
Operationalising the media plan
Ensuring Salesforce booking is mirrored in the internal ad server (ISAP) plan
Planning campaigns in ISAP, especially complex campaigns with extensive line items
Aligning campaign KPI's/objectives when allocating budget to specific formats/sites
Allocating revenue to publisher partners to achieve agreed commercial goals
Troubleshooting any ISAP issues with Ad Ops Director & Head of Engineering
Set up of DMP audiences and first-party keywords as well as creating insights for campaigns required in post-campaign analysis.
Liaising with Publishers on a daily basis:
Checking data studio inventory/geo reports and communicating with Publishers for inventory requirements
Sending direct campaign deals to publishers and responsible for ongoing management
Responsible for inventory management analysis for Tier 1 EMEA publishers
Manual PO fill rate reports to specific publishers
Stakeholder management
Weekly team sync with Sales, Publisher Services and Ad Operations on incoming campaigns, delivery and programmatic requirements
Collaborating with Head of Publisher Services for French Publishers (business development, integrations, reporting requirements)
Acting as backup support for International Publishers (DE/FR) and sending an Index Exchange inclusion list
Commercial deal updates with Head of UK Publishers to ensure revenue is allocated appropriately on a monthly basis
APAC Team support: international campaign delivery support, DMP troubleshooting
Recent, Ongoing and Future Projects
Arc onboarding process with agencies
Working with Ad Ops Director and Ops Director APAC for any operational requests that affect all operations teams:
ISAP related queries
Tech priority queue - Asana tickets under operational
Agency / EOCR reporting overhaul
Management of the monthly PO run with Head of Integrations and Publishers:
Oversee the network PO report, currencies, CPMs, ensuring any specific deals with Publishers have been updated and then signing this off to go live
Publisher queries on POs and amending where necessary once sent out
Approving invoices from finance that are special deals
Working with Tech team to manage:
Screenshot tool troubleshooting
Interactive Channel List management: noting down requests per market, sales team and providing updates to technology
Liaising with Finance over sales related queries, any ad hoc queries (questions they have regarding bookings)
Setting up logins for creative approval in ISAP
Curating internal operations documentation
Creative standard QA process
Developing the N.America service model and hiring requirements in conjunction with internal stakeholders
Experience & Skills Requirements
5+ years of experience effectively managing a team
5+ years of experience within the Digital Media industry
Excellent communicator
Ability to work efficiently and effectively under pressure
Inclination towards project management, possessing appropriate organisational skills
Experience developing internal processes and efficiently managing multiple workstreams
Team player, can collaborate well with others in order to achieve desired results
Please send your CV and cover letter to gurpreet.dhesi@inskinmedia.com.
Inskin Media is an equal opportunities employer committed to building a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.