The Senior Brand Advisor is responsible for the onboarding of new brands, the health of existing brand relationships, and completion of incoming brand requests/questions (generated from brand phone calls/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
Brand Success
- Daily and weekly monitoring, auditing, and reporting of key indicators of brand’s overall program health (number of linked retailers and sufficient approved content for brands assigned to the Brand Advisor).
- Consult with the Lead Brand Advisor and Chief Customer Officer, providing intelligence as to potential growth opportunities across ThumbStopper’s existing customer base as applicable.
- Create and configure brand accounts within the ThumbStopper system.
- Facilitate the approval of content to a brand’s retailer network as needed (to include approving content in cases of brand unresponsiveness).
- File JIRA tickets to report issues, bugs, and feature enhancements to the technology department.
- Maintain the Brand Playbooks of assigned brands
- Work with the Brand’s assigned contact for new client onboarding including marketing materials, Brand system training, and TM webinars, as needed.
- Responsible for the creation and presentation of Quarterly Business Reviews.
- File monthly co-op/billing reports for Brands where contractually obligated.
- Understand and follow documented SOPs related to each Brand Manager partner for proper account configuration and Salesforce workflow channels.
Accountability metrics
- Barometer has a content fulfillment percentage of 85% or greater on all assigned brands.
- Number of subscribed retailers is greater than or equal to the minimum required retailers as stipulated in the brand’s contract (across all assigned brands).
Daily Requirements
- Contribute a minimum of 40 working hours per week
- In-office Monday, Tuesday, Thursday, Friday with Wednesday being a remote workday.
- Hours are 8:00-5:00pm or 9:00-6:00pm
- Participate in scheduled meeting(s) as required.
- Maintain collaborative team presence using Ticketing and Conversations in Salesforce, Slack, and by actively participating in company meetings.
- Professional interaction with company cross-functional departments including sales, technology, and executive management team.
- Other duties as required.
Required Skills
- Professional verbal and written communications skills.
- 7-year minimum in customer service.
- Proven ability to build and maintain relationships with clients and internal stakeholders
- Demonstrated competence sharing info out to the entire Customer Success team and being a brand’s subject matter expert
- Organized with attention to detail.
- Proficient with all platforms used by ThumbStopper.
- Including but not limited to; Microsoft Office Suite, Salesforce, and the ThumbStopper platform.
Physical requirements
- Prolonged periods of sitting at a desk and working on a computer.
- Can lift 10+ pounds.
Education / Experience
- High School diploma.
- 7+ years of experience in customer service or similar role.
Reports to: Director of Brand Success
Role is in office in Tampa, FL with minimal local travel required
