Sr. Manager

As a Sr Manager, Local Marketing Support at Brandmuscle, your primary role is to ensure the success of the customer service department. You will work closely with corporate stakeholders, franchisees, and dealers to provide effective and results-oriented support. Additionally, you will be responsible for coaching and training team members, collaborating with other departments, and communicating program updates effectively. **Responsibilities:** - Provide day-to-day leadership to the local marketing support team to achieve support service level metrics - Identify opportunities to enhance the support process and equip team members with necessary tools and training - Manage the introduction and implementation of local marketing services for corporate clients - Collaborate with cross-functional team members to achieve business targets and shared goals - Track performance metrics, analyze individual activity, and provide coaching for performance improvement - Develop a training program and career path for team members - Respond to customer inquiries, resolve issues, and ensure a positive customer experience - Provide feedback to clients and contribute to strategic leadership and proactive initiatives - Manage the team by hiring, training, and supervising customer service representatives - Measure performance, monitor progress, and report to upper management - Develop quality control processes, monitor interactions, and provide feedback for service improvement - Provide training and upskilling opportunities for team members **Qualifications:** - Bachelor's degree - Familiarity with various customer service approaches including email, chat, and inbound/outbound calls - Excellent verbal and written communication skills - Detail-oriented and client service-focused - Proficiency in Microsoft Office products (Excel, PowerPoint, Outlook) - Strong organizational skills - Ability to manage escalation paths **Experience:** - Minimum of 5 years of management experience in a customer service environment - Experience with Zendesk, Salesforce, and Workforce Management is recommended This role at Brandmuscle offers an exciting opportunity to lead a dynamic team in providing top-notch support services to clients. Your dedication to customer satisfaction and team development will play a crucial role in the overall success of the department.,