Brand Advisor

Brand Advisor

We are searching for a junior and a senior Brand Advisor. In this role, you will be 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

1. Number of brands managed.
2. Percentage of brand content approved
3. Percentage of content audited
4. Percentage of meetings with each brand
5. 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.
• Senior role: 4 years minimum in a customer facing role. Junior requires 1-2 years experience. 
  • 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
  • 6-months minimum in any ThumbStopper Customer Success role
• 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.
• 1-4+ years of experience in customer service or similar role.