Sr. Manager

The Local Marketing Support Team oversees Brandmuscle's support efforts for clients using the software, offering phone, email, and chat channels for client contact. The team is tasked with achieving and exceeding acceptable service levels across all communication channels. As a Sr Manager, Local Marketing Support, you will lead the customer service department to success. You will engage with corporate stakeholders, franchisees, and dealers, demonstrating a passion for effective support. Responsibilities include providing on-site coaching, training team members, and collaborating with other departments to facilitate communication and training on program/product/policy updates. Responsibilities: - Lead the local marketing support team, ensuring all service level metrics are met - Identify opportunities to enhance the support process and equip team members with necessary tools and training - Engage with corporate clients to introduce and implement local marketing services - Collaborate with cross-functional teams to achieve business targets and team goals - Monitor performance metrics, analyze activities, provide coaching, and facilitate performance improvement - Create training programs and career development paths - Address customer inquiries, resolve issues, and ensure positive customer experiences - Provide feedback to clients, engage in strategic leadership, idea sharing, and proactive initiatives - Manage the team, including hiring, training, and supervision of customer service representatives - Measure performance, monitor progress, and report to upper management - Develop quality control processes, monitor interactions, and provide feedback for service improvement - Conduct training and upskilling programs for team members Requirements: - Bachelor's degree - Experience in customer service via email, chat, and calls - Strong verbal and written communication skills - Detail-oriented and client-focused - Proficiency in Microsoft Office products - Excellent organizational abilities - Escalation management skills Experience: - Minimum of 5 years in customer service management - Familiarity with Zendesk, Salesforce, and Workforce Management systems recommended,