Are you a customer support expert with a passion for social media and direct channel strategy? Do you have a knack for driving customer satisfaction and loyalty through innovative solutions? Look no further! arenaflex is seeking an experienced Full Stack Customer Support Manager to join our team and help us deliver exceptional customer experiences across all touchpoints.
**About arenaflex**
arenaflex is a leading global entertainment and media company that creates and delivers unparalleled stories, experiences, and products for audiences around the world. With a rich history dating back to the 1920s, arenaflex has grown into a global brand with a presence in over 40 countries. Our team of talented individuals is dedicated to making magic happen every day, and we're looking for like-minded professionals to join our journey.
**Job Summary**
As a Full Stack Customer Support Manager, you will be responsible for driving the daily management and execution of direct channel campaigns across social media platforms. You will be the go-to expert in our team, providing guidance and support to colleagues on the tools and data we use for activation. Your role will involve leading partner meetings related to campaign activations, collaborating with internal teams and external partners to deliver exceptional customer experiences, and analyzing data to inform campaign strategies.
**Responsibilities**
* Drive the daily management and execution of direct channel campaigns across social media platforms
* Develop and maintain in-depth knowledge of the tools and data used for activation, including SQL, Adobe Campaign Classic, and Adobe Campaign Standard
* Provide expert guidance and support to colleagues on the use of these tools and data
* Lead partner meetings related to campaign activations, ensuring clear communication and alignment with stakeholders
* Collaborate with internal teams and external partners to deliver exceptional customer experiences across all touchpoints
* Analyze data to inform campaign strategies, identifying opportunities for improvement and optimization
* Develop and maintain complex streams using multiple direct channels, ensuring seamless execution and high-quality results
* Perform QA of campaigns, identifying and resolving issues in a timely manner
* Monitor campaign performance, ensuring they run smoothly and educating stakeholders on any issues
* Investigate and resolve issues to ensure campaign success
* Provide training and support to junior colleagues, fostering a culture of knowledge sharing and collaboration
* Develop and maintain extensive documentation of our team's tools and processes, ensuring seamless onboarding and training for new team members
* Participate in special projects and initiatives beyond campaign activation, driving innovation and growth across the organization
**Requirements**
* 2+ years of direct experience in SQL, data analysis, and campaign execution
* Proven ability to interpret technical details and data insights into compelling stories and campaign strategies for non-technical stakeholders
* 5+ years of direct experience in campaign list selection cycles and mission sending capabilities
* Demonstrated expertise in complex data conditions, data set philosophy, structures, and querying
* Excellent communication and interpersonal skills, with the ability to connect across hierarchical groups and build strong relationships
* Experience working with large organizations and navigating ambiguity while maintaining clear independent direction
* Ability to convey technical ideas to colleagues in a non-technical manner
* Ability to work independently, investigate, and find efficiencies that can be applied across the team
* Strong initiative and leadership skills, with the ability to tutor and support junior colleagues
* Vital attitude that enables the application of relevant direct channel strategies to all work
* Intense attention to detail, with a strong focus on client acceptance testing and quality assurance
* Experience with Adobe Campaign Classic and Adobe Campaign Standard
* Experience building complex advertising streams using multiple direct channels
* Direct experience in Javascript, HTML, and CSS to conclude campaign sending of messages
**Preferred Qualifications**
* Bachelor's degree in a relevant field (e.g., marketing, communications, computer science)
* Experience working in a fast-paced, dynamic environment with multiple stakeholders and priorities
* Strong analytical and problem-solving skills, with the ability to think critically and creatively
* Experience with data visualization tools and techniques
* Familiarity with agile project management methodologies and tools
**What We Offer**
* Competitive salary and benefits package
* Opportunities for professional growth and development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Access to cutting-edge tools and technologies
* Flexible work arrangements and work-life balance
* Comprehensive training and onboarding program
* Opportunities for career advancement and leadership development
**How to Apply**
If you're a motivated and experienced customer support professional with a passion for social media and direct channel strategy, we want to hear from you! Please submit your application, including your resume, cover letter, and any relevant supporting documents. We can't wait to welcome you to our team!
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