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Digital Marketing Operations Lead

2 months ago

Cape Town, Western Cape, South Africa EMAPPLY Full time
Job Title: Digital Marketing Operations Lead

This is an exciting opportunity to join our team as a Digital Marketing Operations Lead. As a key member of our operations team, you will be responsible for overseeing the day-to-day operations of our customer service department, ensuring efficient and effective service delivery to our clients.

Key Responsibilities:

  • Manage and lead a team of customer service representatives, providing guidance, training, and ongoing support
  • Monitor and analyze customer service performance metrics to identify areas of improvement and implement appropriate strategies
  • Develop and implement customer service policies, procedures, and standards
  • Collaborate with cross-functional teams to ensure alignment and streamline customer journey
  • Handle escalated customer inquiries and complaints, ensuring timely resolution
  • Identify and implement process improvements to increase efficiency and customer satisfaction
  • Develop and maintain strong relationships with key customers
  • Stay up-to-date with industry trends and customer preferences to provide proactive insights and recommendations
  • Conduct regular performance evaluations and provide feedback and coaching to team members
  • Manage and optimize customer service technologies and tools

Requirements:

  • Proven experience in customer service or customer service management
  • Strong organizational and project management skills
  • Excellent communication and interpersonal skills
  • Ability to work independently and as part of a team
  • Detail-oriented with strong problem-solving abilities
  • Familiarity with basic operational processes and project management tools like GoHighLevel

Benefits:

  • Competitive remuneration
  • Opportunities for professional growth within the organization
  • Access to ongoing training and development opportunities
  • Very supportive management team
  • Growing organization

About the Company:

Our client is a bespoke digital marketing agency, whose services are used to create entire SEO campaigns for their clients that convert traffic to leads and sales. Their SEO experts ensure alignment with Google practices and get direct updates when Google search algorithms change. Our client helps their clients grow their businesses by getting their company website on those first few Search Engine Results Pages. They also assist businesses in ranking websites, social pages, videos, and other online properties.

Disclaimer:

The salary for this position is based on location and experience and may vary accordingly. Please note that the listed salary range is in Australian Dollars (AUD) and the working hours are based on Australian Eastern Standard Time (AEST).