Head of Customer Experience

The aim of the Head, Customer Experience / AdOperations is to achieve the outcomes listed below. In order to achieve those outcomes, we imagine that this person will spend their time in the following ways:

• Activation and Delivery;
• Assisting in onboarding of customers to our self-service buying platform;
• Be lead point of contact for all client escalation within team;
• Leading preparation of team for successful campaign activation through clear and concise communication efforts;
• Overseeing post-sale process amongst team members, including but not limited to: campaign set-up, pacing and delivery, incremental revenue generation and post campaign analysis;
• Analyzing key customer experience metrics to ensure all team members are contributing to customer retention and satisfaction;
• Helping internal staff development through consistent and thorough knowledge sharing and career development exercises.

You must have:

• A minimum of six years of relevant work experience at a digital media agency, publisher, SSP, DSP or AdTech company, with most of this work being dedicated to a Fortune 500 brand;
• A minimum of one year of direct management experience of one or more team members;
• Vast digital media industry knowledge and vested passion in understanding how trends impact day-to-day work, such as, but not limited to:
• Programmatic Advertising
• Performance Advertising (direct response)
• Header Bidding
• Open RTB Protocol
• Has a proven track record of exceptional time management – effectively plans long-term and big picture projects, while maintaining day-to-day effectiveness;
• Continually promotes and achieves high standards of quality at work, applies attention to detail to execution and constantly looks for problems to solve and ways to improve;
• Has a track-record of meeting (or surpassing) ambitious goals in a fast-paced, competitive environment over a sustained period of time;
• Demonstrates comfort engaging with strategic clients, is an avid problem solver, proactive and a creative thinker;
• Is adept at navigating the intricacies of tactical systems and processes (e.g., third party ad servers, verification vendor platforms, DSPs, Salesforce, etc.);
• Cultivates and maintains strong, productive relationships with a range of internal and external stakeholders;
• Possesses exceptional written and verbal communication skills;
• Takes a collaborative approach to their work; understands the limitations of their own perspective and works hard to understand the interests/perspectives of others;
• Team player
• Fluent in French and English

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.

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. 

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