Client Solutions Manager (Social)

Channel Factory provides intelligent marketing solutions for the next generation of contextual safety, suitability, and performance for brands and agencies. Our platform helps marketers implement, automate, and scale their marketing programs across the world’s largest video library, YouTube, and emerging growth channels. We sit at the intersection of marketing and suitability and have a mission of enabling the world’s top brands to consciously connect with the right audience in the right context, maximizing suitability and contextual performance.

Channel Factory embodies a strong culture that values diversity, collaboration, and results. Our bias towards execution balances critical thinking, analysis, and pragmatic problem solving. We expect a lot from one another and value our thoughtful and intellectually curious company culture.

About the Role

As a Social Client Solutions Manager, you will play a pivotal role in managing and growing client relationships for social media offerings, focusing on client retention, growth, and satisfaction. Unlike the Social Solutions Manager, who oversees the social product within the region and facilitates new client onboarding and team training, this role emphasises strategic account management and tailored social media support for an assigned client portfolio. You will serve as a knowledgeable advisor, providing day-to-day expertise, strategic guidance, and proactive account management to drive success across your clients' social media initiatives.

Key Responsibilities:

• Client Portfolio Managemen
• Take ownership of a dedicated client portfolio, focusing on retention, growth, and satisfaction
• Regularly engage with clients to review social media campaign performance, identify upsell and cross-sell opportunities, and discuss service expansions.
• Collaborate with the broader Client Solutions Management team to develop and implement growth strategies for clients, driving renewals and incremental revenue.
• Campaign Strategy & Execution
• Lead the planning, launch, and ongoing management of social media campaigns, aligning with client KPIs and strategic objectives.
• Monitor daily campaign pacing, adjust as necessary, and collaborate with clients and internal teams to proactively address any challenges.
• Generate comprehensive post-campaign reports, providing actionable insights, performance metrics, and recommendations for future improvements.
• Social Media Expertise & Strategic Guidance
• Act as a day-to-day expert for clients, offering insights on social media trends, ad formats, and best practices to optimize their social media investments.
• Support clients with strategic planning to maximize the impact of their social media presence, tailoring approaches based on each client's goals.
• Continuously develop and refine expertise in social media platforms, educating clients on new opportunities and advancements relevant to their strategies.
• Client Support & Internal Collaboration
• Respond swiftly to client inquiries and requests, leveraging in-depth knowledge of internal systems and processes to provide effective solutions.
• Support Senior Client Solutions Managers with additional tasks as needed, contributing to the overall success of the Client Solutions Management team.
• Partner with the Social Solutions Manager to transition newly onboarded clients to a steady-state model, ensuring a seamless handoff and ongoing support.
• Knowledge Sharing & Team Development
• Participate in and support the Social Solutions Manager’s initiatives to educate and train the Client Solutions Management team on social media platforms and new ad formats.
• Attend regular knowledge-sharing sessions to stay updated on the latest social media trends, ad formats, and best practices, applying these learnings to benefit your clients.
• Contribute insights and learnings from client campaigns to help improve internal processes and develop best practice.

Requirements

• Experience: 2-3 years in client-facing roles within social media management or digital marketing, ideally in a tech publisher or digital media agency, with a focus on client retention, growth, and satisfaction within Social Media activations.
• Platform Knowledge: Proficient in social media platforms and paid advertising tools, with hands-on experience in campaign management and media buying on bidding models (e.g., programmatic platforms).
• Analytical Skills: Data-driven mindset with advanced Excel skills (e.g., calculations, pivot tables) and the ability to interpret metrics and translate insights into actionable client strategies.
• Communication & Relationship Building: Strong verbal, written, and interpersonal skills; able to communicate complex strategies clearly and build trusted client relationships.
• Organizational Excellence: Highly organised and detail-oriented, with the ability to manage multiple client accounts and campaigns in a fast-paced environment.
• Learning & Adaptability: Passionate about staying updated on digital trends and eager to apply new insights to benefit clients; Google Ads, YouTube certifications, or Salesforce proficiency is a plus.
• Professionalism: Demonstrates the highest levels of integrity, ethics, and commitment to client success.