Manager, Live Channels

Company: Digitas Health
Location: New York, NY
Web: www.digitas.com

About Digitas
Founded in 1980, Digitas - one of the world's leading digital marketing and media companies - is at the forefront of the new digital age. As an independent global network within the Paris-based Publicis Groupe, the world's fourth largest communications group, Digitas is the first global digital network with offices in the USA, Europe, and Asia. Serving global marketing clients, we create brand experiences in digital and direct channels that engage and excite their customers. Through user-generated content, branded entertainment, digital video production, and social media programs and more we tap into people's passions and create loyal, motivated relationships.

Our people are at the top of their industry - inspiring innovation, creativity and results. We're artists, analysts, technologists, writers, and producers. We're passionate, creative, thoughtful, and above all, we are committed to our clients, inspired by their customers, excited by change, and fueled by a passion for collaboration and bold invention.

Live Channels
Live Channels is a consulting capability at Digitas that helps clients find and preserve valuable customer relationships at their most precious moments, when the customer is talking to the company real time - on the phone, in web chats, or face-to-face - when the brand really comes to life.

Our consultants have a background in marketing communications. We've worked with contact centers and sales and service operations. We understand adult learning principles and interpersonal styles. Most importantly, we all have a passion for the art and science of creating and delivering engaging, live customer experiences.

We work side-by-side with our clients' employees to help them truly listen to customers and to use data and insights to build meaningful dialogue. We partner with marketing and creative teams, operations managers, sales coaches, trainers, and customer reps to activate the brand in their customer contacts.

A day in our life might involve analyzing customer calls; mystery shopping for best practices; redesigning channel processes; recommending engagement strategies; and building employee skills, knowledge, and genuine excitement about the brands they represent. We may travel to customer and client sites across the U.S. and sometimes internationally. And we doggedly track our success to show tangible improvements to our client's business.

Customers expect to find real people behind a brand. And we bring out the best in those people.

Digitas seeks highly motivated individuals with a strong record of professional achievement. We place significant importance on personal qualities such as intellectual curiosity, responsibility, determination, creativity, flexibility, drive, and self-confidence.

Role Summary
The Manager is responsible for delivering optimal customer interactions to the client. You skillfully translate marketing strategy into dialogue strategy and contact approach through the development, analysis and measurement of the various live customer interaction channels, including phone, face-to-face, Web and IM. You are always looking beyond client expectations to create unique and value-added channel capabilities for the client and their customers.

You have remarkable vision that enables you to recognize how the possibilities fit into the big picture. Your solid knowledge about the drivers of channel performance (in call centers, field sales and service teams, or third party distributors) will help you identify ways to optimize operations and shape a total customer experience. You effectively use your vision to influence clients' and colleagues' understanding of needs and solutions, as well as to identify and execute new business opportunities.

As a Manager, you also provide direction and coaching to junior level associates and manage projects to completion within scope, time frame, and budget, ensuring that all deliverables are produced at the highest quality and executed efficiently.

Responsibilities

• Identify client business and marketing objectives, in conjunction with the project team, and creating projects from conception to final delivery (scope, approach, plan, and deliverables) to increase customer acquisition rates, optimize sales and service performance (including improving cross-sell and up-sell performance), and improve long-term customer retention
• Manage client projects on a day-to-day basis (e.g., the development and execution of an inbound call program), working within a team of Digitas, client, and provider/vendor personnel, and potentially managing Digitas employees
• Research leading practices in live channels and assessing client capabilities related to operational processes and practices; training and performance development programs, and emerging technologies to determine current performance levels, define gaps against leading practices, and recommend improvements
• Design measurement plans, capture required data, and produce reports that measure the effectiveness of marketing and sales programs in the various live channels
• Develop customer data acquisition and usage procedures (e.g., customer profile information, key interests, etc.) and create business requirements for technology solutions supporting the capture, management, and dissemination of customer data
• Assess client or vendor technology used to enable customer interactions; evaluate alternative tools; develop business requirements for solutions that can improve the customer experience and operational performance; and facilitate testing and implementation of these solutions across user groups
• Facilitate client decisions regarding the selection, set-up, and management of on-shore or off-shore service providers, including conducting a rigorous Request for Proposal process, specifying service level agreements, and monitoring results in order to achieve consistently high quality performance
• Develop, evaluate and improve customer dialogue strategies and customer management processes and practices (e.g., call flows, scripts, and care practices), in order to activate the brand within and across channels
• Develop performance support processes for sales and service employees in the areas of quality assurance and monitoring, rewards and recognition, and coaching and training

• Bachelor's degree and some post-graduate education preferred
• 5-7 years experience in marketing and operational performance improvement Â- preferably at a management consulting firm or a direct marketing agency.
• Well-versed in creating Excel spreadsheets, Visio process maps, and PowerPoint presentations. Flexibility to support a variety of initiatives and excel in a fast-paced, deadline-oriented environment.
• Strong interpersonal and communication skills, as well as the ability to form solid client relationships are a must.
• Ability to travel 30-50% on average.

For more information, visit www.digitas.com

_Contact_:

EOE

Keywords: CEM, customer experience management, CRM, customer relationship management, IVR, interactive voice response, call center, analyst, training coordinator, training manager, training and development, channel, customer experience, customer service, consulting, consultant, brand, loyalty, cross-selling, client service, advertising, marketing, interactive media, quality analyst, pharmaceutical, customer care, contact center, direct marketing