Instacart

Manager, Care CPG-Ads

Instacart

March 30, 2021

Atlanta, GA, US


OVERVIEW
Care CPG supports Instacart's Brand Partnerships team by helping onboard and grow advertisers on Instacart's cost-per-click (CPC) self-serve ad product, Featured Products. Care provides support by providing strategic support across the full advertiser lifecycles. Care CPG has 3 functions, namely (i) Lead: find contact info, map and qualify inbound and outbound leads, (ii) Pre-sale: engage advertisers, provide support and assist Launch in pitching, activating and onboarding new advertisers, (iii) Post-sale: provide optimization and account management support to advertisers at scale.
As a Care CPG Manager, you will be responsible for a team of Ad Specialists, who will help activate new advertisers and provide optimization recommendations for existing ad campaigns. You will provide support and training for your team and will be responsible for interacting with Brand Partnerships leadership, to create and improve on existing workflows, drive advertiser activation and retention programs.
The ideal candidate has a history of achieving goals and exceeding deliverables. They are a fast learner, strong communicator, and effective listener who is able to balance multiple and often conflicting priorities. They have a history of developing, implementing, and managing processes to drive improvements to services. You will work directly with leadership to understand the key issues and opportunities for process improvement through data analysis, reporting, and testing and drive significant financial benefits. They will be measured on key metrics aligned to the Brand Partnerships team goals.
ABOUT THE JOB
  • Managing a team of Ad Specialists on tasks associated to launching and managing advertisers accounts
  • Leading and motivating the team to deliver on business goals. Accountable to meet business goals for their function
  • Ensure removal of any roadblocks that hinder goal achievement with minimal supervision
  • Utilize CRM and tools to manage leads and processes
  • Works with the team to build weekly/monthly business reviews
  • Drive the reviews with partner teams, peers, management on a regular basis
  • Proactively gathers, analyzes, and shares data with management to influence business decisions
  • Works with the team to identify and implements solutions and pilots to drive process efficiencies & business goals
  • Contributes to coaching & developing the team on customer interaction & management
  • Builds a high performing team and facilitates their career enhancement and growth
  • Ensures usage & adoption of Advertising tools to capture all customer interactions
  • Exhibits & drives a culture of putting customer first with the team
  • Ensures timely response to all escalations
  • Supports the team in maintaining repository of all work done for customers within their team highlights wins and shares gaps in support with solutions with respective individuals
  • Should capture the voice of customer and share customer pain points with the management team

ABOUT YOU
  • Total work experience of 6+ years with minimum 2 yrs of people management
  • 2+ years of Contact Center experience
  • 2+ years of experience doing business process analysis
  • Exposure to e-commerce, sales, and digital marketing
  • Excellent communication and negotiation skills with the ability to face external and internal partners in a professional and mature manner, and strong ability to handle objections.
  • Desire to work in a fast-paced, challenging environment.
  • Self-starter with experience building teams from the ground up
  • Experience in data analysis, either professional experience or through your education

PREFERRED QUALIFICATIONS
  • Experience in sales and marketing is preferred.
  • Work experience in an account management position or similar roles
  • Advanced computer literacy especially in Salesforce and Google suite applications
  • Experience in data analysis, either professional experience or through your education