Senior Brand Advisor

The Senior Brand Advisor is responsible for the onboarding of new brands, the health of existing brand relationships, and completion of incoming brand requests/questions (generated from brand phone calls/emails).

Top KPIs

• Number of brands managed.
• Percentage of brand content approved
• Percentage of content audited
• Percentage of meetings with each brand
• Number of Retailers connected vs active.

Job Responsibilities

Brand Success

• Daily and weekly monitoring, auditing, and reporting of key indicators of brand’s overall program health (number of linked retailers and sufficient approved content for brands assigned to the Brand Advisor).
• Consult with the Lead Brand Advisor and Chief Customer Officer, providing intelligence as to potential growth opportunities across ThumbStopper’s existing customer base as applicable.
• Create and configure brand accounts within the ThumbStopper system.
• Facilitate the approval of content to a brand’s retailer network as needed (to include approving content in cases of brand unresponsiveness).
• File JIRA tickets to report issues, bugs, and feature enhancements to the technology department.
• Maintain the Brand Playbooks of assigned brands
• Work with the Brand’s assigned contact for new client onboarding including marketing materials, Brand system training, and TM webinars, as needed.
• Responsible for the creation and presentation of Quarterly Business Reviews.
• File monthly co-op/billing reports for Brands where contractually obligated.
• Understand and follow documented SOPs related to each Brand Manager partner for proper account configuration and Salesforce workflow channels.

Accountability metrics

• Barometer has a content fulfillment percentage of 85% or greater on all assigned brands.
• Number of subscribed retailers is greater than or equal to the minimum required retailers as stipulated in the brand’s contract (across all assigned brands).

Daily Requirements 

• Contribute a minimum of 40 working hours per week
• In-office Monday, Tuesday, Thursday, Friday with Wednesday being a remote workday.
• Hours are 8:00-5:00pm or 9:00-6:00pm
• Participate in scheduled meeting(s) as required.
• Maintain collaborative team presence using Ticketing and Conversations in Salesforce, Slack, and by actively participating in company meetings.
• Professional interaction with company cross-functional departments including sales, technology, and executive management team.
• Other duties as required.

Required Skills

• Professional verbal and written communications skills.
• 7-year minimum in customer service.
• Proven ability to build and maintain relationships with clients and internal stakeholders
• Demonstrated competence sharing info out to the entire Customer Success team and being a brand’s subject matter expert
• Organized with attention to detail.
• Proficient with all platforms used by ThumbStopper.
• Including but not limited to; Microsoft Office Suite, Salesforce, and the ThumbStopper platform.

Physical requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Can lift 10+ pounds.

Education / Experience

• High School diploma.
• 7+ years of experience in customer service or similar role.

Reports to:  Director of Brand Success