Senior Brand Advisor

The Senior Brand Advisor is responsible for onboarding new brands, maintaining the health of existing brand relationships, and handling incoming brand requests and questions generated from phone calls and emails.

Top KPIs

• Number of brands managed
• Percentage of brand content approved
• Percentage of content audited
• Percentage of meetings with each brand
• Number of retailers connected vs. active

Job Responsibilities

• Daily and weekly monitoring, auditing, and reporting of key indicators of a brand’s overall program health (e.g., number of linked retailers and approved content).
• Consult with the Lead Brand Advisor and Chief Customer Officer to identify growth opportunities across ThumbStopper’s customer base.
• Create and configure brand accounts within the ThumbStopper system.
• Facilitate content approval for a brand’s retailer network, including approving content when a brand is unresponsive.
• File JIRA tickets to report issues, bugs, and feature enhancements to the technology department.
• Maintain the Brand Playbooks for assigned brands.
• Work with each brand’s assigned contact on new client onboarding, including marketing materials, system training, and TM webinars.
• Create and present Quarterly Business Reviews.
• File monthly co‑op/billing reports for brands where contractually obligated.
• Follow documented SOPs related to each Brand Manager partner for proper account configuration and Salesforce workflow channels.

Accountability Metrics

• Maintain a content fulfillment percentage of 85% or greater on all assigned brands.
• Ensure the number of subscribed retailers meets or exceeds the minimum required by each brand’s contract.

Daily Requirements

• Contribute a minimum of 40 working hours per week.
• In‑office presence Monday, Tuesday, Thursday, and Friday; remote work on Wednesday.
• Work hours: 8:00 am–5:00 pm or 9:00 am–6:00 pm.
• Participate in scheduled meetings as required.
• Maintain collaborative team presence using Ticketing and Conversations in Salesforce, Slack, and company meetings.
• Professional interaction with cross‑functional departments including sales, technology, and executive management.
• Other duties as required.

Required Skills

• Professional verbal and written communication skills.
• Minimum 7 years of experience in customer service.
• Proven ability to build and maintain relationships with clients and internal stakeholders.
• Competence in sharing information across the Customer Success team and serving as a brand subject‑matter expert.
• Strong organization and attention to detail.
• Proficiency with Microsoft Office Suite, Salesforce, the ThumbStopper platform, and other relevant tools.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift 10 + pounds.

Education / Experience

• High school diploma.
• 7+ years of experience in customer service or a similar role.

Reporting Structure

Reports to the Director of Brand Success.

Location

In‑office role based in Tampa, FL with minimal local travel required.