Senior Client Experience Manager

About us

Share Local Media, or SLM, is a rapidly growing startup reimagining the world of offline marketing for tech and e-commerce companies. We started as e-commerce marketers ourselves, and launched SLM with a goal of transforming offline marketing channels, starting with direct mail and now OOH, by turning them into high performing, scalable channels for a digitally native client set. To do so, we’ve taken an inputs based-approach to the space, and re-engineered the channels from the ground up to make it easier to test, faster to execute, more measurable, and ultimately, more effective for e-commerce and tech clients of all types.

So what does SLM actually do? We’re a full-service direct mail & OOH agency, media program operator, and technology platform, serving some of your favorite e-commerce and tech brands (think Casper, Away, Grubhub, etc.). We live and breathe direct response marketing, and strive to delight clients with high performing campaigns built around fast, data-driven client service, and premium, unique branding.

What are we like at SLM? We’re passionate, humble, and kind. We value data-driven thinking, speed, persistence, creativity, and teamwork. We love helping clients grow and scale through a tactile medium that has long term brand value. And finally, we get excited about transforming old-school channels into something new through data, product, technology, and a service-driven mentality.

Share our excitement? Great - We’d love to hear from you!

The Role 

We’re looking for a Senior Client Experience Manager. In this role you would partner with clients and internal stakeholders to drive retention, expansion, and product adoption—using data to uncover insights, identify opportunities, and inform strategic decisions. You would be responsible for building engagement and retention strategies for our existing client base. You would work with clients as well as our sales/marketing teams to drive adoption and outcomes leading to growth across our portfolio of clients. As a Senior Client Experience Manager you will work to understand customers through ongoing analysis of data and feedback, then turning that into retention strategies. The ideal candidate demonstrates strong competencies across analytical, communication, strategic, and operational skillsets. You will be responsible for supporting the business in areas of future growth, autonomously owning projects in service of revenue and operational growth. You will work with all Share Local Media teams and be an integral part of our mission to make marketing easier for tech and e-commerce brands everywhere. 

Key responsibilities will include:

• Design and automate a recurring feedback schedule at critical client lifecycle stages to gather data on improving overall client experience
• Translate client feedback into actionable insights and collaborate with Sales, Marketing, Product & Account Management to inform roadmap priorities
• Develop client engagement strategies to help our account management teams build stronger relationships with clients through tiered engagement playbooks, in-person events, and executive level engagement
• Develop and host client events, conferences, and webinars focusing on industry expertise, best practices, and knowledge sharing
• Regularly report on the effectiveness of these strategic programs to senior management, providing insights and recommendations for ongoing improvements
• Manage multiple concurrent workstreams, stakeholders, and timelines to ensure on-time, high-quality delivery
• Contribute to the development of scalable implementation of processes and best practices across the team  

Qualifications

• 5+ years of relevant experience in marketing, account management, strategy, or consulting, preferably in SaaS, AdTech, MarTech, or startup environments 
• Experience working within multi-channel marketing ecosystems (SMS, RCS, email, push, CDPs, ESPs, marketing automation platforms)
• Demonstrated ownership of ambiguous projects and self-defining objectives and priorities
• Experience building standard operating procedures that have been successfully adopted by larger teams
• Proven ability to work effectively cross-functionally, building relationships and ensuring cohesive strategies towards common business goals
• Strong, hands-on project management and event management experience

What we offer

• Base salary range for this position is $120,000 - $128,000 and is based upon experience and other factors. 
• Full-time role, hybrid NYC based
• Career ownership and growth opportunities
• Flexible vacation policy
• Robust benefits package
• A fun culture including: catered meals, team events, and happy hours
• The opportunity to work with a group of passionate, humble, and kind team members

If you’re looking to be part of something new that is transforming an industry, this is the role for you. You will be empowered to think like an entrepreneur by coming up with new ideas, testing and implementing them, and then scaling them quickly across clients/teams.