Senior Manager, Retail Operations

Who we are: Tinuiti is the largest independent full-funnel marketing agency in the U.S. across the media that matters most, with $4 billion in digital media under management and more than 1,200 employees. Built for marketers who demand growth and accountability, Tinuiti unites media and measurement under one roof to eliminate waste—the biggest growth killer of all—and scale what works. Its proprietary technology, Bliss Point by Tinuiti, reveals the truth around growth and waste, and how to capitalize on it. With expert teams across Commerce, Search, Social, TV & Audio, and more, Tinuiti delivers measurable results with brutal simplicity: Love Growth. Hate Waste. We support 100% remote work for this role! We’d love to hear from you if: Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you qualify, but don't necessarily meet every single point on the job description, please still get in touch. As the Senior Manager, Retail Operations you will: Client Management & Leadership: Monitor and drive forward successful client delivery and strategy to meet and exceed goals for all clients within your purview Act as leadership support, foster client relationships and serve as a point of escalation for key accounts within your purview Build client trust and actionable plans to reach a client satisfaction score of 9 or above for clients in your purview. Proactively identify opportunities for account growth and serviceline expansion for clients in your purview Client Onboarding & Transitions: Drive forward onboarding and account transition process, establishing goal alignment and a positive client experience Act as point of escalation internally and externally to support successful onboarding and transition process Team Leadership and Development: Develop Account Managers and Managers to ensure they have the necessary skills to be able to implement their role to the best of their ability and can become eligible to advance to the next level of their career Assist the Senior Pod leadership Team to drive forward larger team initiatives, such as hiring and process development Challenge your Account Managers to grow their accounts and provide actionable feedback and develop Managers to do the same Regularly support account team members and work to resolve challenges internally and externally Business Acumen and Financial KPIs: Manage-up established team KPIs to the Senior Pod Leader Team or Director using internal dashboards Support the achievement of meeting or exceeding forecasted revenue targets within the pod/portfolio Support the achievement of Same Store Growth (SSG) targets of clients in your purview Support the Senior Pod Leadership Team with capacity planning and forecasting Innovation and Thought Leadership: In tandem with the Senior Pod Leadership Team, drive forward the development of thought leadership programming and resources to expand the knowledge and skill set of the Account Management team Channel Expertise: Provide ongoing training to all direct reports using information and trainings from within the commerce media and commerce operations ecosystem Maintain annual certifications for relevant commerce platforms Professional Qualifications: 7-10 years of experience in Commerce roles with a proven track record of executing successful campaigns and meeting client goals Management experience required Understanding of relevant commerce platforms such as but not limited to: Amazon, Walmart, Criteo, etc. Commerce media or commerce operations hands on keys account management experience, a plus Demonstrated success analyzing data and using analytics tools to drive marketing decisions Advanced computer skills including Google Suite, Microsoft Excel , and PowerPoint Ability to multitask, prioritize, and manage time effectively across clients, multiple partner relationships, and internal initiatives Excellent communication and interpersonal skills, with the ability to work effectively with external and internal teams FLSA Classification: Exempt We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Benefits: Unlimited PTO: At Tinuiti, we believe you deserve time to rest, recharge, and enjoy life unplugged. When you prioritize time for yourself, you're able to bring your best self to work. That’s why we offer unlimited paid time off, a fully remote environment, and flexibility to take the time you need, when you need it. On top of that, we provide 20 paid holidays, including multiple long weekends, to ensure you have dedicated time to step away and disconnect. We're proud to offer above-industry standard work-life balance, consistently rated as one of the most loved benefits by Tinuitians year after year. Healthcare: Medical, Dental, Vision, Life & Disability, Flex Spending Accounts Retirement: Match up to 4% of your contributions at 100% Perks and Wellness: Fringe, Forma, Unlimited Telemedicine and Teletherapy available at no cost, Thankful giving, Equity Parental Leave: Birthing parents receive 16 weeks of leave with 100% pay (partners 12 weeks) after the birth or adoption of a child. Learning and Development: On-demand learning, mentorship program, leadership and management development programs and resources Disclaimer: This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualifications may vary based on assignment or group. Tinuiti is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.