Martech Supervisor
Location: Budapest, Hungary (Remote)
The Martech Supervisor works directly with the Martech Services Manager to develop, support, and execute on all martech service offerings.
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The Martech Supervisor at DemandLab works directly with the Martech Services Manager to develop, support, and execute on all martech service offerings to support DemandLab's clients and the business as a whole. A key responsibility of the Martech Supervisor is to ensure the provision of quality and timely service delivery and achieve the target profitability objectives of the Martech delivery team. The Martech Supervisor is responsible for the complete work task lifecycle, including, but not limited to the training and support of the Martech delivery team.
The Martech Supervisor ensures that clients receive world-class service from the DemandLab offerings and deliverables through the intake, application of knowledge, and management of client business needs and ensures that assignments are completed on time, within budget, meeting or exceeding quality and specifications to delight our client with every engagement they have with DemandLab.
The Martech Supervisor is responsible for the daily aspects of administering the Martech team's human resources requirements as related to scheduling, reporting on team performance, and supporting professional development and training. The position entails creating the environment in which the Martech team succeeds in its execution. The Martech Supervisor, with support from the Martech Services Manager, helps establish team member goals and professional development plans in line with the annual corporate objectives and actively works to ensure the Martech team's performance goals are achieved on a quarterly and annual basis. This individual is also responsible for the application of internal delivery processes and looks to continually improve processes to create greater efficiencies in Martech delivery.
The Martech Supervisor is expected to provide martech services to clients, with approximately 65% of their time being billable. Additional client management duties may be assigned on a temporary basis.
Essential Functions and Responsibilities
Martech Services
- Provide Martech services up to 65% of the time, including:
- Design and present innovative and cost-effective solutions to the customer drawing on the current marketing technology landscape and industry best practices to enable a seamless customer experience or customer journey for our clients.
- Design and implement advanced lead scoring models to support the lead lifecycle and customer journey
- Create programming, reporting and actionable insights for our client’s acquisition and engagement programs
- Create, implement and test business processes and procedures for client-facing documentation
- Lead the implementation and program execution of marketing and sales platforms including marketing automation, CRM and ancillary platforms for application system deployment and integration projects
- Be a primary administrator for our client’s marketing technology platforms such as Marketo, Eloqua, Pardot, Salesforce CRM or Microsoft Dynamics CRM
- Provide database management and governance recommendations and execution
- Create and troubleshoot email templates and web html pages, especially able to debug html/javascript and email deliverability issues
- Develop revenue-focused reports with tangible, actionable insights that the Account Strategist can use with our clients to enable advances in marketing and sales programs
- Use a creative and innovative approach to leverage marketing, sales and service technologies for projects such as: advanced engagement and nurture programs, lead lifecycle management programs and systems, account based marketing and sales, end-to-end email preferences centers, microsites, event management, integrating marketing, sales and services systems and data, etc.
Client Support
- Support the delivery team in resolving customer satisfaction issues, and manage escalated ones, working to resolve them in a manner that supports customer success
Resource Management
- Identifies and alerts Manager, Martech Services of delivery team resourcing needs based on bandwidth and service hours scheduled for delivery. Balances workload between the Martech team members and external contractors, in collaboration with the project management team
- Provide and support KPIs for the assigned team members
- Oversee the day to day work of assigned team members
- Conduct and provide weekly reports for the Manager, Martech Services
Team Training
- Establish and document clear Martech and delivery best practices to support the development of team members and their ability to deliver our services efficiently and with excellence
- Provide on-the-job training and coaching to the team so that every engagement stands out for the value we bring to the client
- Train on standardized service delivery approaches to ensure knowledge and use of these approaches
Delivery Excellence
- Direct and support the team to achieve and exceed excellence in delivery performance
- Plan and determine resource needs to meet all service requests, ensuring optimal scheduling and utilization
- Ensure that clients see demonstrable value in every engagement within the scope and budget defined
- Oversee quality of deliverables from the assigned Martech team members
- Review timesheets on a weekly basis and work with the Martech and Project Management team members to ensure accuracy of time logged
Sales Development & Support
- Help define project scope, timelines, and deliverables for the delivery team
- Provide support during the sales and proposal process including developing resourcing and estimates workbooks and plans as it pertains to the Martech needs.
- Work with the Manager, Martech Services, on the communication and implementation between contract acceptance and work start.
Human Resources
- Direct and support a team of Martech professionals, both salaried and contract, to ensure they have all the tools and resources needed to be successful in their position.
- Assist in the development of quarterly and annual KPIs and measure them, both for team and individual, to encourage team excellence.
- Attend the human resources requirements of the Martech division in terms of growing the team by participating, with support from the Manager, Martech, in screening Martech candidates and reviewing practical assessments, retaining our best talent through coaching/mentoring activities, work scheduling, and resource allocation.
The Company may require an employee to perform other duties as assigned on a temporary basis.
Requirements
SUCCESSFUL TEAM MEMBERS MUST MEET THE FOLLOWING:
- Exceptional oral and written communication skills to support interface with clients, vendors, direct reports and cross-functional team members
- Ability to define outcomes, manage expectations, manage cross-functional initiatives and meet deadlines based on project requirements
- Analytical skills and ability to synthesize information quickly
- Organized and detail-oriented to ensure work is performed accurately, completely and meets or exceeds the client’s expectations
- Industrious, motivated, resourceful and creative
- Ability to thrive in a high-energy, fast-paced environment
- Provide quick/timely assignment turnaround
- Be a very quick learner that can grow in this role and expand capabilities over time
- Be a leader with the ability to motivate team members
- Manage all project work and communications using our PM system
- Ability to delegate work to staff on their team and manage the completion of tasks or success within ongoing projects
- Preferred Time Zone: CET, GMT, EEST
Education and Experience
- Minimum associates degree in business, marketing or related field
- 2+ years experience in a supervisory function
- 5+ years of marketing experience
- 4+ years of experience implementing and managing marketing automation platforms. Must have direct knowledge and administrative experience in Marketo.
- Experience in 3+ business settings using marketing automation/CRM (Marketo and Salesforce)
- Experience in a consultancy is a plus
- Proficient in Adobe Suite, Salesforce, Google Suite and Microsoft Office
- Knowledge in HTML is a plus
Working Conditions/Physical Requirements
- This is a remote position, and you will work from your home office; some travel is required (10-20%)
- Standard business hours are Monday - Friday
- Must be able to work at a desk and on a computer for long periods
- Coordinate multiple tasks simultaneously
- Accurately complete detailed forms and reports