Customer Service Manager, Equine Group

MCC Magazines, LLC Equine Group seeks an energetic, highly confident, hard-working and self-motivated individual to champion the communication and fulfillment funnel to drive client retention and growth. The Customer Success Manager will work directly with the internal teams, as well as third-party vendors, customers and clients on campaigns to drive results and ensure campaign success across print, website, email, social media and event activations.

As an integral part of the sales and marketing team, the Customer Success Manager works closely with Advertising Sales Team members and clients to define goals, develop proposals, provide targeted metrics and product recommendations, input and audit insertion orders, collect campaign materials, ensure fulfillment and provide detailed tracking of results across all media platforms to optimize performance. This role champions the communication and project management funnel as it relates to paid deliverables and in-house campaigns and initiatives for titles such as Western Horseman, Quarter Horse News, Barrel Horse News, Stallion Register, EquiStat, Road to the Horse and National Barrel Horse Association. The Customer Success Manager also serves as a key resource for digital products for the Morris Media Network of brands and helps to facilitate in-house marketing campaigns.

Key Responsibilities

• Create, manage, and analyze campaigns including those across print ads, display, video, programmatic, email marketing, website content, etc.
• Serve as a dedicated resource to account reps to generate contracts, enter ad orders for print & digital for the various titles and conduct routine daily, weekly, monthly and annual audits of run lists, invoice tracking and spreadsheets
• Work with the production and fulfillment teams to ensure proper specs and deliverables for creative materials
• Play a critical role in the creation of packages, promotions, proposals, sales materials and media kits to grow revenue and awareness of the various brands
• Field client and consumer correspondence via in-person, phone, virtual or email to clearly define expectations, build relationships and resolve any potential conflicts
• Provide targeted recommendations and action items to achieve revenue targets and pull various reports to determine potential new business or reengagement opportunities
• Serve as a key resource to internal and external teams on audience metrics and product offerings
• Champion the communication funnel for paid clients including upcoming issue reminders, product offerings/availability and creative material deadlines
• Communicate with the Equine Group’s sales representatives about the specific packages pitched or sold to individual clients; requests from clients; and strategic and tactical recommendations for clients to achieve best results
• Track key performance metrics and provide updates to both the customer and internal teams on account health and success metrics
• Research and understand advertising and digital media industry trends to best assist clients in achieving their advertising objectives
• Coordinate the trafficking of materials between clients, sales, production and vendors
• Work with the Director of Western Brands and Digital & Marketing Managers to educate on and execute brand initiatives, including but not limited to social media, audience growth and data collection
• Oversee implementation of website changes, updates and troubleshooting across MMN and upload of email lists to database

Key Skills Required

• Outstanding written and verbal communication skills, capable of conveying expectations clearly
• A strong empathy, positive attitude, and a genuine desire to help clients achieve their goals
• Demonstration of a high degree of organization and proficiency in leveraging internal systems
• Working knowledge of advertising, printing and web publishing processes and previous experience with project management software
• A solid understanding of digital and traditional marketing channels, including paid advertising platforms and programmatic advertising
• Strong team player who is goal oriented and self-motivated
• Ability to adapt and evolve; as the media industry changes, so too will the duties and responsibilities of the success manager to meet these shifting needs
• Self-starter who can work independently with minimal supervision, but also able to effectively work within a team
• Strong attention to detail with the ability to manage multiple projects and brands simultaneously under tight deadlines
• Strong analytical and troubleshooting skills, and data-driven thinking
• Coachable and eager to learn and improve based on constructive feedback

Qualifications

• Bachelor's degree or equivalent in communications, marketing or advertising
• 3-5 years of professional experience in media, advertising or marketing. Prior publishing or agency experience is preferred, but not required
• Highly motivated individual with at least two years of direct experience in website management, email marketing and programmatic/display advertising
• Superior data-entry and organization skills
• Excellent command of Microsoft Excel and PowerPoint
• Proven track record in content optimization within CMS platforms such as WordPress
• Knowledge of the social media landscape with proficient Meta Business Suite knowledge
• Knowledge of latest SEO and SEM practices, along with Google Analytics
• Familiarity with various photo and video editing software and platforms such as Adobe CC

Work Environment

This position operates from a Fort Worth, Texas professional office environment. This role routinely uses cloud and VPN based office equipment such as laptops computers, telephones, mobile phones, photocopiers, filing cabinets and fax machines. Occasional evening and weekend work may be required as sales and marketing job duties demand.

Physical Requirements

While performing the duties of this job, the employee is routinely required to sit, stand, walk, present, use hands and fingers to handle or feel, reach with hands and arms, and effectively speak and hear. The employee must occasionally lift and/or move up to 100 pounds with or without assistance. Specific vision abilities required by this job include close vision, and ability to adjust focus.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).

Morris Communications provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, military/veteran status or genetics. In addition to federal law requirements, Morris Communications complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off

Education:

• Bachelor's (Preferred)

Experience:

• Account Management: 3 years (Required)

Ability to Commute:

• Fort Worth, TX 76107 (Required)

Ability to Relocate:

• Fort Worth, TX 76107: Relocate before starting work (Required)

Work Location: In person

Salary : $50,000 - $55,000