Technical Account Supervisor

This is a 6 month fixed term contract.

This role is part of our Personalised Content team. We create emotive yet conversion-focused ideas, products and campaigns at scale and speed. Our specialty is hyper-personalised, digital communications that change perceptions, shape new behaviours, and shift market share for our clients including eBay, Walmart, and more! The role is hybrid, based in Toronto.

JOB PURPOSE

As a Technical Account Supervisor, you will oversee the delivery of a wide variety of email campaigns for Opendoor. You will project-manage the production process end to end and assist in leading a client services team with your global counterparts. 

Highly organised, you are someone who utilises tools/technology to improve productivity and implement processes for effective project delivery, helping your team to do their job better.

Successful candidates will come to the team with a tenacity to learn and deliver, armed with a deep understanding of ecommerce and how to deliver work against business objectives. 

As a Technical Account Supervisor you are also required to understand, organise and motivate people to achieve extraordinary things: to guide thinking and behaviour in others and take counsel from within to thrive in a dynamic environment. Our people managers are masters of their craft, demonstrate good judgement and emotional intelligence, and encourage self-development in those around them. 

KEY RESPONSIBILITIES

• Lead email/CRM projects, taking high-level briefs and requests from clients, interrogating them with the team, creating briefs with other account leads, planning them into the schedule and following through implementation.
• Manage briefs from start-to-finish, ensuring successful delivery to deadlines across multiple campaigns.
• Liaise with clients and manage expectations, clarify dependencies, issues and risks to any projects. 
• Communicate feedback to designers, copywriters and developers; plan and manage workloads of the team.
• Oversee workflow processes for designers, copywriters and developers; ensure the processes are efficient and aligned to client needs/deadlines.
• Establish (when necessary), maintain and adjust QA processes for development projects. 
• Ensure feedback requirements are met whilst protecting Opendoor’s values/brand.
• Build a full understanding of Opendoor’s business, strategies, objectives, brand, audiences and challenges, advising on the communications solution that best meets their needs, with a view to becoming their trusted adviser.
• Work closely with creative and strategy teams and to have oversight of all statements of work/proposals.
• Ensure the right team is in place to deliver and maintain high standards while adding value wherever possible. Meet success criteria as projects are delivered to time and to budget.
• Report back to management with internal and external issues and events that might impact accounts, either positively or negatively. 
• Stay current with good knowledge of all DEPT® products and services and actively promote them to clients. 
• Maintain a strategic overview of assigned accounts, running regular internal client-facing account reviews. Prove how we are meeting our clients’ objectives through metrics, feedback, research, etc. 
• Delegate and allocate responsibilities efficiently to manage projects end-to-end. 
• Effectively lead teams and inspire others to achieve goals through innovation, quality and excellence. 
• Encourage team interaction, boost employee motivation and appreciate team contribution. 
• Match project tasks with opportunities for development so that employee potential is utilised to the maximum. 
• Mentor, train and manage junior account managers and apprenticeships where available 
• Conduct performance reviews of team members and identify areas for improvement, give feedback and recommend for promotions or salary increases. 

WHAT WE ARE LOOKING FOR

• Demonstrable agency experience in Client Services, preferably in a Senior Account Manager/Account Supervisor role already
• Experience delivering a broad range of multi-channel marketing communications including digital and direct, CRM and email marketing 
• Extremely organised, able to talk about tools and processes used for project management
• Experience in / knowledge of CRM platforms is essential (ex. Salesforce, Braze, etc.); familiarity with Iterable is highly preferred
• Ability to work under pressure and meet deadlines with ease and efficiency
• Deep understanding of production and interactive processes
• Commercially driven with experience handling budgets and timelines
• Proven business development experience and success
• Advanced working knowledge of MacBook Office Suite and Google suite
• Resource management skills and ability to handle complex / sensitive issues
• Experience leading others directly or as a mentor
• Personal qualities:
• Proactive - you seek out new opportunities
• Self-motivated - you take ownership of your own success and inspire others
• Positive - a force that energises your team and the people around you
• Strategic -you pore over the facts for the benefit of long term views
• Curious - you question anything in order to change everything
• Technologically savvy 
• Strong emotional intelligence

WE OFFER

• Possibilities to do what you do best and to develop your skills further with training,development and certifications
• Flexible working: you have the choice to work from our office or remotely, and we have core working hours where you can choose your start and finish times to suit you
• 15 days paid holiday exclusive of bank holidays
• Buddy Program: You will be paired with a ‘Buddy’ to help you through your first weeks’ at DEPT®
• Annual social budget which is used for team events (think virtual escape rooms or a gaming competitions), as well as away-days, and meals out
• Free refreshments provided in the office all week, as well as drinks at 4pm on a Friday.
• We celebrate successes by rewarding teams when big projects go-live and honouring the year’s top achievements at our annual awards ceremony
• Good company: DEPT® is dedicated to becoming the best digital agency in and for the world. We are committed to becoming B Corp Certified. Find out more in our Impact Report

WHO ARE WE? 

We are pioneers at heart. What does that mean? We are always looking forward, thinking of what we can create tomorrow that does not exist today. We were born digital and we are a new model of agency, with a deep skillset in tech and marketing. That’s why we hire curious, self-driven, talented people who never stop innovating. 

Our culture is big enough to cope and small enough to care. Meaning, that with people across 30+ countries, we’re big enough to provide you with the best tools, global opportunities, and benefits that help you thrive. While acting small by investing in you, your growth, your team, and giving you the autonomy to solve our clients problems, no matter where you are in the world.

DEPT®is committed to making a positive impact on the planet and since 2021 has been Climate Neutral and B Corporation certified.

DIVERSITY, EQUITY & INCLUSION 

At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives.

Not sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine.

We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us.

Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.