Client Service Director in Promodo

Promodo is the largest full-cycle marketing agency in Ukraine, founded in 2004. More than 450 specialists work in 5 offices around the world (Ukraine, USA, Great Britain).

For the fourth year in a row, Promodo is recognized by the №1 in performance marketing according to the IAB Ukraine rating. Included in the rating of the best media agencies of VRK (All-Ukrainian advertising coalition).  Since 2023, it has been a member of the Alliance of Digital Agencies of Eastern and Central Europe CEEDA.

We invite a Client Service Director to become part of the team.

Client The Service Directoris responsible for managing customer relationships, ensuring customer satisfaction and driving business growth by providing excellent service.

What will you be doing?

• Development and implementation of a customer service transformation strategy:creating a function development plan in accordance with the company's business goals, taking into account customer segmentation.
• Building/optimizing project management:development and implementation of system project management tools to ensure smooth operation of the function and high level of customer satisfaction.
• Management of operational activities of the division: planning, organization of work, prioritization of tasks, control and optimization of processes. 
• Financial planning: ensuring stable growth rate and financial stability of income from current customers.
• Interaction between customer service and product: establishment of effective communication and cooperation aimed at achieving the best results. 
• Analysis of the market and competitive environment:identification of new opportunities and challenges.
• Risk assessment: control and minimization of risks.
• li>
• Formation and development of the team: selection of qualified employees and ensuring their professional growth.
• Public presentation of Promodo:participation in conferences and direct speeches .

It is important for us:

• experience of system implementation of project management from 2 years in the field IT or marketing;
• experience in building and optimizing processes in the field of Customer Success/Client Service, process automation skills;
• experience in managing a Delivery team;
• successful start-up experience projects and project management; 
• deep understanding of digital marketing tools and development trends in Ukraine and beyond; 
• higher education in the field of marketing and/or PR - will be an additional advantage; 
• additional education and training in the field of project management and customer service management;
• excellent organizational skills and team management skills;
• excellent communication, presentation and leadership skills, customer orientation, attention to detail;
• knowledge of the English language at the B2+ level will be a plus; 
• residence inUkraine will be a plus.

Main tasks:

• management of a group of units responsible for Client Service , organizing the work of the team to support projects at all stages of implementation;
• formation and implementation of the function development strategy;  
• planning the work of the division;
• creating a system of effective and regular assessment of customer needs and expectations; 
• building a system for the formation and development of relationships with clients, direct participation in building relationships with key clients;
• monitoring of the advertising market, prompt response to requests from current clients and tenders;
• li>participation in the preparation of complex strategies for key clients; 
• analysis of the effectiveness of implemented projects, optimization of the client and internal reporting system;
• ensuring dialogue with the client and the internal team regarding justified strategic consequences;
• constant search for improving solutions for customers, improving their efficiency; 
• research and implementation of new methods and technologies relevant to clients' marketing strategies;
• team management: recruitment, evaluation, motivation, training and development, support of current knowledge in the field in the team marketing and industry best practices. 

We are waiting for you!