Customer Experience Specialist

Spectrum Reach® provides custom advertising solutions for local, regional and national clients. The Specialist is a strategic partner providing pre-sale and post-sale advertising support, partnering with the Customer Experience teams participating in existing and future partnerships/initiatives within Spectrum Reach. Actively and consistently support all efforts to simplify and enhance the customer experience.For complex advertising needs partner with the Customer Experience teams to work with Account Managers and Account Teams to understand client marketing objectives to partner on advanced recommendations as part of the larger overall multiscreen campaign.Support Customer Experience escalation needs through escalation path.Liaison with key cross functional partners (Customer Experience, the product team, yield and inventory) to drive campaign success and compliance as well as communicate changes, enhancements, and progress to AE’s and clients where necessary.Partner with Customer Experience groups to review and evaluate campaign effectiveness; driving account strategy for retaining clients and positioning new business.Provide troubleshooting support to ensure that campaigns are able to deliver accurately.Work cross functionally with Execution and Optimization team to ensure correct processes have been implemented campaigns are set up to achieve KPI’s.Test all process and system upgrades across the Customer Experience team.Partner with Spectrum Reach Learning and Customer Experience to identify and help develop training needs and ensure education retention. Must sit in one of our mid-size or large marketsMust have at least 5 years of ad planning experienceEffective verbal, written, and interpersonal communications with overarching skill to translate data, information, and research into powerful points of view—ability to craft and tell a compelling storyEffective communication skills and attention to detail in a faced paced environmentFamiliarity with and experience in marketing; understanding of campaign development, metrics, and optimization strategiesAbility to decipher between client needs, for example, ‘branding’ campaigns VS ‘call to action’ and the difference between those schedulesFamiliarity with writing rationales and/or agency POVs (“point of views”)Demonstrated understanding of metrics as they apply to campaign performance (ex. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.