Client Support Associate

Our agency is a dynamic, results-driven marketing firm based in South Florida. We specialize in full lifecycle and performance marketing for luxury brands and premium businesses targeting high value customers in our region.

With a focus on business impact for clients throughout the customer lifecycle we deliver data-driven, strategic marketing programs as comprehensive solutions. We act with our clients' best interest in mind and help them stand out in competitive landscapes to achieve measurable growth.

The Client Support Associate's Mission

As our team of creative client service professionals develops and implements digital marketing campaigns and communicates internally and externally with clients, we utilize various tools and systems.

As Client Support Associate, you will develop and maintain the systems we utilize in our work, with the goal of maximizing our efficiency and output while maintaining fidelity in communication and our high standards of excellence in work product – ultimately enabling the firm to deliver the greatest possible positive business impact for clients.

In order to achieve this mission, you will work closely with our Founder & President as well as other members of our team at all levels, to deeply understand the business and our operations and then optimize tool selection and configuration / implementation, and workflows accordingly, evangelizing and helping to drive uptake and usage along the way.

Key Responsibilities

• Develop and maintain a deep understanding of our core workflows and systems, and leverage strong working relationships with team members across departments and levels to deliver SOPs, tools and other systems as needed to empower them to deliver maximum output, work product quality and client business impact.
• Develop and maintain a current understanding of opportunities to implement AI-based tooling / systems for operations and creative / production, reporting and other communications, implementing and optimizing such systems in accordance with agreed upon roadmap
• Procure / develop and implement tools for internal and external communications, workflow management, creative asset production and management, client campaign / program status and performance reporting, financial analysis and other business process and performance analytics, and other systems from time to time.
• Ensure operations systems implemented are understood and properly utilized by all team members; providing feedback and evidence-based feedback to team members and senior leadership where relevant
• Measure and report on account level business performance and financial picture (P&L) and client NPS
• Provide input into organization design, roles and performance management to managers throughout the organization including senior leadership
• Support sourcing and vetting talent for roles throughout the organization, onboarding and training new hires, and related responsibilities
• Coordinate company wide planning process (near in and medium to long-term) and support senior leadership in steering the firm
• Support design and development of agency offerings and related collateral / assets and operational / delivery capabilities

Most Desired Experience and Competencies

Measures of Success

The ideal candidate will bring a dynamic blend of structural / process thinking and the ability to design, implement and optimize systems based on a deep understanding of the key "in the weeds" details of our business, services offerings and client engagements, roadmap and long-term vision. You will play a crucial role in elevating our agency's creative output and driving measurable results for our discerning clientele, directly shaping our organization and future along the way.

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