Program Manager

Essential Functions & Responsibilities: 

• Provides local level requirements to database marketing services team to drive projects through Marketing Database and CRM Requirements, Client Contact and Data Quality Requirements & Issues, Local level Production Modeling Requirements and Performance Metric Requirements (i.e. Database Marketing Tachometer
• Works with clients to understand and define data strategy needs, project scope for marketing campaigns or programs, and to determine measurements for the campaigns
• Develop a communication plan to ensure Demand Program teams understand and are continuously aware of the progress and contribution of database marketing
• Provide database marketing consulting and leadership to peers and clients to increase the impact and contribution of database marketing
• Understands business and campaign objectives, develops trusted advisor relationships with extended team and clients
• Understand and integrate disparate data sources into coherent views to provide customer-centric analyses and enable data-driven marketing program design
• Develop staffing, plans, motivational programs and invented plans to ensure key department metrics are met
• Estimates counts and costs.
• Conduct monthly reviews of department budget to ensure goals are being met
• Research information beyond existing procedures as required to meet customer needs
• Actively promote teamwork and information sharing corresponds
• Generate a utilizes formal and formal network contacts to improve collaboration among teams
• Clarify share’s best methods for performing teamwork across organizational boundaries

Overview of Job Responsibilities

Client Relationship Management

• Learn and understand our clients’ business problems and organizational goals
• Understand clients’ priorities and anticipate what’s next
• Clarify value of work delivered to and for our clients
• Manage expectations, inform client of changes to agreed upon plans, and follow-up on action items

Account Management

• Organize team assignments and ensure proper resources to meet both the client and Harte Hanks’ non-financial and financial expectations
• Establish strategic plans and analytics, define clear KPIs and metrics, and initiate and manage projects to deliver on client needs with clear timelines, accountabilities, and measures of success
• Lead client Outlook & Business Reviews with a deep understanding of the operations and client deliverables, including key insights and analysis
• Design account / operational processes that deliver on efficiency and customer experience

Operations Management

• Interpret performance data and analytics and identify opportunities to drive continuous improvement across all key performance drivers
• Conduct audits of controls and performance
• Ensure successful execution of account / operational processes

Leadership

• Create development plans and manage performance, as well as coach leaders within the organization
• Establish and communicate clear vision, goals, and objectives
• Inform senior leaders on concerns and performance issues requiring support
• Design & implement programs to recognize, motivate, and engage associates
• Grow and maintain an external presence and network

Qualifications, Knowledge, and Skills

• Bachelor’s degree or 5+ years of operations, client service or account management experience in an Inside Sales / Demand Gen organization
• Strong work ethic with a team player mentality
• Ability to manage multiple projects in a fast-paced environment
• Attitude and the aptitude to learn quickly
• Solutions-oriented; always has solutions in mind when managing up
• Ability to travel up to 25% of the time

Technical Skills

• Strong organizational; project management; communication and presentation skills
• Impeccable written and verbal communication skills
• Proficient in Word, Excel, PowerPoint
• Proven financial acumen and the ability to deliver on financial goals
• Project Management Professional (PMP) certification (preferred)

Organizational and Leadership Skills

• 3-5 years of experience directly managing teams
• Ability to understand and translate client objectives into organizational, team, and individual goals
• Ability to manage and analyze individual and team performance
• Superior coaching and communication skills to lead direct reports and engage peers
• Strong relationship building skills

In alignment with our core values to be inclusive and meaningful change for the better of our team, Harte Hanks is committed to creating a more diverse and inclusive culture, and we are proud to be an equal opportunity employer.