Who we are
- We are a global AdTech company with over 1200 employees across 30 countries with over 100 different nationalities
- Competing against the biggest tech companies
- Inventor of the InRead Video
- Partner with the biggest media agencies and brands
- Global partnerships with premium publishers
Role Overview:
We are looking for an accomplished Director of Customer Experience (CX), based in Singapore, to lead and elevate our South East Asia CX team. This role requires an individual who is eager to learn, open-minded and methodical. You enjoy people management and building teams that are collaborative, efficient and effective. You will take overall stewardship of the SEA CX team and you will be instrumental in establishing and overseeing processes & service levels. Your ability to work in a fast-paced environment and to provide solutions to the problems brought to your attention will be critical in achieving the team’s goals.
Responsibilities:
Campaign Execution:
- Self-Serve and Managed Service campaigns management
- Be the lead point of contact for our most strategic client communication post-sale.
- Lead preparation for campaign activation through clear and concise communication efforts with clients.
- Oversee & improve post-sale process, including but not limited to: campaign set-up, pacing and delivery, incremental revenue generation and post campaign analysis.
- Analyze performance data to highlight key trends.
- Plan and execute multiple incremental revenue prospecting plans each quarter
- Oversee campaign pacing, performance, and make optimizations to achieve the client KPI
- Communicate with client proactively in terms of campaign performance and work on the incremental revenue generation and post campaign analysis
- Plan and execute the end of campaign report / quarter business review presentation for Key Strategic clients
- Assist in checking internal team's campaign set up, changes to ensure no mistakes on the campaign management across the team
- Being a point of escalation for troubleshooting issues of campaigns delivered in SEA
Team Management:
- People Management
- Responsible for the growth and development of 7-10 two direct reports based in SEA.
- Maintain regular 1-1 catch ups with direct reports to set objectives, and discuss the teams progress towards their goals, providing guidance related to problem solving, workload prioritization and client communication strategies
- Conduct weekly meetings with the CX team to share product updates, global work methodologies, and address team concerns.
- Report to the Managing Director of SEA and provide feedback, address challenges, and suggest improvements.
- Thought Leadership:
- Build strong relationships with internal stakeholders such as Sales, Strategic Account, Publisher, Studio, Enterprise, and Business Development teams.
- Within 3 months, to develop a deep understanding of processes and become a go-to person for operational knowledge and best practices.
- Within 6 months, to collaborate on business strategy initiatives with the Strategic Account Lead, Head of Sales, Enterprise Director, Publisher Director and others within the business, contributing to the future direction of the business.
- Facilitate internal team development through consistent and thorough knowledge-sharing exercises.
Requirements:
- 8-10 years of relevant experience in a digital media agency, publisher, SSP, DSP, or AdTech company.
- 2-3 years of managerial experience with a team of 3-5 direct reports.
- Proven experience working with stakeholders across multiple markets in SouthEast Asia.
- Extensive knowledge of the digital media industry, with a passion for staying abreast of industry trends such as, but not limited to: Programmatic Advertising (Branding & Performance, Header Bidding and OpenRTB Protocol etc.
- Exceptional time management skills and a commitment to maintaining high-quality standards.
- Track record of meeting or surpassing ambitious goals in a fast-paced, competitive environment.
- Demonstrates comfort engaging with strategic clients, is an avid problem solver, proactive and a creative thinker.
- Proficient in navigating tactical systems and processes (e.g., third-party ad servers, verification vendor platforms, DSPs, Salesforce, etc.).
- Strong written and verbal communication skills in English, plus proficiency in an additional SEA language.
- Collaborative team player with a keen understanding of diverse perspectives.
Benefits at Teads
- Competitive Salary Packages
- Quarterly Bonus on KPI achievements
- Generous Time Off Policy
- Training & Upskilling Programmes
- Flexible Hours
About Teads
Teads operates a leading, cloud-based, omnichannel platform that enables programmatic digital advertising across a global ecosystem of quality digital media. As an end-to-end solution, Teads’ modular platform allows partners to leverage buy-side, sell-side, creative, data and AI optimization technologies.
For advertisers and their agencies, Teads offers a single access point to buy the inventory of many of the world’s best publishers and content providers. Through exclusive global media partnerships, Teads enables advertisers and agencies to reach billions of unique monthly users in brand safe, responsible advertising environments, while improving the effectiveness and efficiency of digital ad transactions.
Teads partners with the leading marketers, agencies, and publishers through a team of 1,200+ people in 50 offices across more than 30 countries. For more information, visit: www.teads.com
We’re committed to creating a dynamic work environment that values diversity and inclusion, and represents employees across a variety of skill sets. We embrace contributions from all ages, sexes, races, ethnicities, religions, sexual orientations and gender identities.
