About your role:
The Customer Success & Operational Excellence Senior Executive is the primary owner of TSLMG's Addressable Advertising base.
In this role, you would be responsible for driving execution and performance of all digital ad campaigns on TSLMG and supporting the business lead in achieving annual team revenue targets. Through regular check-ins, rigorous performance analyses, cross-functional project management and advertising operations support, the Customer Success Exec is seen as a digital and programmatic specialist and advisor who achieves results.
You will be based in Malaysia and report to the Programmatic & Digital Business Development Lead (based in Singapore) who oversees the broader programmatic and digital portfolio.
What you will do:
Drive Business Impact
- Drive meaningful business impact by generating revenue and driving business expansion in a value-added business function.
- Generate business plans by collaborating with specialists, sales and tech teams and defining business goals, key strategies and success metrics.
- Yield management: Maximise revenue by analysing historical data on pricing, inventory and sales data.
- New revenue growth: Manage the launch of new custom units / digital advertising solutions with internal and external stakeholders to ensure the success of campaign and revenue goals.
- Work with the Team Head of Programmatic and Digital, create a ‘one-team’ mentality that ensures consistent level of excellence across TSLMG, with clearly communicated goals and targets that are achieved whilst supporting the Group's values.
Operational Excellence, Advertising Operations
- Manage a portfolio of digital advertisers with volume spends by thoroughly understanding growth drivers, identifying opportunities for growth, managing risks and creating business plans for revenue achievement.
- Execute and monitor all campaign and service deliveries, assess process and structural improvements, leverage technology to automation, across all buy types of Direct IO and Programmatic.
- Develop a first-ever TSLMG Digital Hub supported by a best-in-class digital ad ops framework, SOPs and best practices.
- Be the champion and owner of TSLMG's GAM (Google Ad Manager) account. Demonstrate a strong understanding of technical aspects of ad serving functionality.
- Review/ refine/ optimise TSLMG's programmatic ad stack to fully support the operational and revenue goals of our programmatic ad business.
- Lead engagement with Direct Sales Teams in digital operations and tech-related issues, including troubleshooting of 3rd party tracking, measurement, optimisation, and set up.
- Stay relevant with industry trends in addressable advertising and provide thought leadership in the areas of ad operations and customer success.
Customer Success, Client Services
- Campaign optimisations: Monitor and analyse key performance indicators (KPIs) to evaluate the optimum mix of digital ads and implement data-driven optimisation for optimal results.
- Client facing: Liaise with digital advertisers/agencies on post-sales communications, troubleshoot and pro-actively manage business challenges.
- Prepare and deliver regular reports, analysis and business reviews of campaigns and address preset metrics of success.
Other Responsibilities
- Support Lead in Digital Ads & Programmatic Trainings: Sharing of best practices/case studies, key updates to all internal stakeholders (e.g. Tech, BD/Sales).
- Coach peers proactively in the organization to create skill lifts that drive client growth and contribute to overall team success.
- Potential team leadership with future customer success team additions.
A successful candidate should have:
- Bachelor’s degree or above, major in advertising, business administration, marketing or economics preferred.
- Highly knowledgeable in both brand and performance media (buy or sell side) with operational process experience and a minimum of 3 years of progressive experience.
- Deep understanding of the ecosystem from the publisher perspective, buyer perspective or both.
- Familiarity with Digital and Programmatic advertising and relevant industry trends.
- Knowledge of Digital Ad Servers & Platforms, RTB/PMP and Ad Networks; Header Bidding/Wrapper and various ad formats/ad platforms.
- Understanding of buying patterns in a digital and programmatic environment.
- Comfortable with handling clients and agency management.
- Proficient in Microsoft Excel and PowerPoint.
- Strong communication and interpersonal skills, excellent team player, analytical, strong sense of responsibility, able to multi-task and meet deadlines.
- Strong business acumen, commercially-driven and possess a "one team" mentality.
What will help your application stand out:
We encourage you to specify in your application any notable clients you've worked with in your career. Showcase your experience with high-profile clients that will set you apart in the selection process.