Customer Experience Specialist

About the role

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. This key team member is integral in helping the sales team to maximize multiscreen solutions for clients by partnering with and offering high level support to Customer Experience teams.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• 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.
• Serve as a liaison with key cross-functional partners (Customer Experience, the product team, yield and inventory) to drive campaign success and compliance.
• Communicate changes, enhancements, and progress to Account Executives 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 and campaigns are set up to achieve KPIs.
• 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.
• Perform other duties as assigned.

Requirements

• Must sit in one of our mid-size or large markets.
• At least 5 years of ad planning experience.
• Effective 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 story.
• Effective communication skills and attention to detail in a fast-paced environment.
• Familiarity with and experience in marketing; understanding of campaign development, metrics, and optimization strategies.
• Demonstrated understanding of metrics as they apply to campaign performance (ex. Reach/Frequency, Attribution).
• An analytical mindset that identifies solutions based in data.
• Knowledge of cable television, digital solutions, and advanced advertising products.
• Clear knowledge of media terms as well as media formulas & calculations.
• Previous experience supporting a team of Sales, advertising, or marketing professionals.
• Previous experience in an Ad Agency, Media, and/or Ad Sales.
• Experience and strong knowledge of research databases, tools and applications, including (but not limited to) Nielsen, Scarborough, MRI, Kantar, BIA/Kelsey, eMarketer, and comScore.

Qualifications

• Bachelor's degree or equivalent work experience.

Skills

• Strong analytical and problem-solving skills.
• Excellent organizational and time management skills.
• Ability to manage multiple projects simultaneously.
• Proficiency in Microsoft Office Suite.
• Experience with CRM systems.

Benefits

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances. Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more. Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.