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Job Description and Requirements
Yahoo! is focused on making the world's daily habits more inspiring and entertaining. By creating highly personalized experiences for our users, we keep people connected to what matters most to them, across devices and around the globe. In turn, we create value for advertisers by connecting them with the audiences that build their businesses. Yahoo! is headquartered in Sunnyvale, Calif., and has offices located throughout the Americas, Asia Pacific (APAC) and the Europe, Middle East and Africa (EMEA) regions. For more information, visit the pressroom (pressroom.yahoo.net) or the company's blog (yodel.yahoo.com).
The EMEA (Europe, Middle East, and Africa) Sales Operations team is responsible for the successful execution of multifaceted advertising campaigns across the Yahoo! network of owned and operated internet pages on behalf of our clients for EMEA Agencies and Advertisers but also for other Regions as needed. We are here to ensure that our advertisers have an excellent customer experience with Yahoo! The Sales Operations team works very closely with Sales/Account Management and Ad Technology. They support the big five markets in Europe including the UK, Germany, France, Italy and Spain, along with the Middle East and Africa. The team is based in London, Dublin, Cairo and Jordan. Team members are responsible for coordinating the scheduling of campaigns, working closely with the sales teams, as well as clients, to ensure a smooth execution and delivery of ad campaigns.
Job Title: Sales Operations Team Lead
Reporting to: Manager,Sales Operations
Indirectly reporting to: Yahoo! Sales Operations Senior Manager
The Sales Operations Team Lead will be responsible for managing the overall running of digital advertising campaign management within the Sales Operations team. The Lead will be responsible for managing the development and maintenance of a ‘gold standard’ service offering across Yahoos! multiple platforms and service of operation.
The Lead will report into the Manager of Sales Operations and will be ultimately responsible for managing and reporting the teams KPIs. The Lead will also work as part of the ‘management’ circle and project teams and will be expected to make a significant contribution in productising and promoting our assets across multiple products and services as well as improving process to gain maximum efficiency.
In managing the Traffic services team within Sales Ops, the Team Lead will be proficient in providing supervision, guidance, mentorship and training to ensure all team members are performing to a consistently high standard on day-to-day business and commercial initiatives to work towards delivering our ‘gold standard’ service.
The team lead will be responsible for all Operations team workflows ensuring the smooth running of its processes, including and not withstanding: campaign management, optimisation, creative chasing and testing and compliance across all products and services.
Above all, the Team Lead will be responsible for ensuring the workforce are providing and high standard of Operational and support of account management services to our agencies and internal partners.
The Team Lead will support and deputise for the Sr Manager where appropriate, and will liaise with Yahoo! stakeholder contacts both internally (Yahoo! product and compliance teams) and externally (Partners, technology providers, suppliers, media agencies and advertisers).
Processes and Policies
•Lead responsibility for the day to day running of the Sales Operations team, managing and maintaining a ‘gold standard’ service whilst owning and reporting team and individual KPI’s
•Liaise with the Amman counterparts for the team, ensuring cooperation and partnership for a seamless Sales Ops Environment
•Ultimately responsible for all monthly reporting to internal Stakeholders; Assist in month-end reporting and month-close activities to ensure timely and accurate revenue recognition where required
•Promote the strategic vision set by the business, providing innovation around workflow efficiencies and creative and technology solutions;
•Assist Manager in implementing future team goals to deliver the Sales Operations vision, promoting and coaching team members to achieve individual and team goals set
•Manage relationships across our client portfolio, Yahoo group and 3rd party technology providers;
•Directly manage and coach the Sales Ops Execs and Senior Execs to ensure a ‘gold standard’ service is being provided to both internal and external clients;
•Ultimately responsible for agency and account allocations within the team;
•Work with Manager to ensure the correct team resource is in place;
•Establish best practice end to end solutions coaching the unit to work smarter and efficiently to gain best reputation and ‘gold standard’ service;
•Ultimate responsibility for managing the Sales Ops team ensure best practice for campaign management and optimisation, creative chasing/testing and ensure regularly feedback to Sales and agencies.
•Manage relationships with legal, ensuring we provide an industry standard compliance service across our product set. First point of contact for commercial/sponsorship compliance issues, ensuring each compliant is upheld and dealt with accordingly;
•Ultimate responsibility for managing the process of ad inventory maintenance, optimisation insight, and creative solutions innovation/testing with Ad Tech teams
•Work with the sales team to process the error and compensation process for clients, ensure any issues are reported and coached through with the individual team members
•Lead and manage team to ensure accurate reporting and invoices are provided to all agencies on a monthly basis, by delivering the Sales Ops process;
•Identify new opportunities to gain workflow and system efficiencies for Sales operations;
•As part of the management circle play a key part and contribute to all Sales Ops allocated projects. Working directly with internal and 3rd party suppliers to ensure project milestones are achieved;
•Ensure the team have a shared knowledge of all Yahoo! process and understand the key part they play to the business;
•Attend industry events and represent Yahoo! process and values
Management and Reporting
•Manage and coach Senior Sales Ops Execs and Sales Ops Execs
•Appraise both levels within the team FOCAL process
•Report to Manager, Sales Ops
•Strategising/supporting/liaising/team-playing/training Senior and non senior Execs
•Report team KPI’s to Sr Manager
•Devise and distribute a monthly report for the Sales Ops team including campaign delivery, issues and developments and achievements;
Planning & Time Management
•Manage recruitment policies and process for the Sales ops team
•Create an environment for learning, growth, self awareness and creativity.
•Set and review annual team objectives and Cross Training plans to ensure an all round knowledge of the Sales Ops function.
•Day to Day responsibility for delivery of a ‘gold standard’ customer service to third party partners, media agencies and advertisers;
•Actively promote the good work that the Sales operations department achieves internally with Sales and Marketplaces leaders and other BU leaders;
•Manage day to day workflows and project liaison with internal Yahoo! teams;
•Negotiate turnaround times for campaign implementation on behalf of the team with Sales teams;
•Manager of relationships with media agencies and advertisers, communicating and promoting process around our advertising solutions;
•Manager of day to day relationships of all third party suppliers / Partners;
•Manager of day to day relationships with Yahoo! legal team members;
•Consistently champion the Yahoo! brand values, people values, demonstrating the vision for others acting as a role model both within Yahoo! and externally
•Also contribute to the creation of Sales Ops culture that encompasses a ‘can do’ mentality, and focuses at all times on the added value opportunities presented by our products and services to advertisers.
Business requirements and skills:
•Education to a degree standard or relevant experience;
•3rd language skill appropriate to the European market in which this position applies to is preferred;
•4 years in a similar Sales Ops set up within the media sales environment;
•2 years managerial experience;
•Good understanding of ad-serving technologies, process and principles as well as an understanding of technology available in the ad market.
•Innovative and proactive, ability to think outside the box
•Confident in Customer networking
•Effective time management skills to balance workload between servicing and innovation
•Ability to survive and thrive in a constantly changing environment;
•Ability to contribute to the productisation of platform advertising opportunities, understanding the commercial aspects of the role;
•Proven team and account management skills;
•Ability to manage and motivate a team working under pressure to tight deadlines;
•Good communication and organisational skills;
•High standards of presentation and punctuality;
•Solutions driven in all situations.
KPIs: Key Performance Indicators
•Work towards a 98% success rate on campaign set ups;
•Work within SLA’s set by the business
•Ability to work on occasion set up campaigns within 1 working day upon request, subject to holding relevant creative’s and instructions;
•Respond to standard emails within 4 hours and respond to all business critical emails within 1 hour using the appropriate communication;
•We are committed to winning with integrity.
•We know leadership is hard won and should never be taken for granted.
•We aspire to flawless execution and don't take shortcuts on quality.
•We seek the best talent and promote its development.
•We are flexible and learn from our mistakes.
•We thrive on creativity and ingenuity.
•We seek the innovations and ideas that can change the world. We anticipate market trends and move quickly to embrace them.
•We are not afraid to take informed, responsible risk.
•We respect our customers above all else and never forget that they come to us by choice.
•We share a personal responsibility to maintain our customers' loyalty and trust.
•We listen and respond to our customers and seek to exceed their expectations.
•We treat one another with respect and communicate openly.
•We foster collaboration while maintaining individual accountability.
•We encourage the best ideas to surface from anywhere within the organization.
•We appreciate the value of multiple perspectives and diverse expertise.
•We share an infectious sense of mission to make an impact on society and empower consumers in ways never before possible.
•We are committed to serving both the Internet community and our own communities.
•We believe humor is essential to success.
•We applaud irreverence and don’t take ourselves too seriously.
•We celebrate achievement.
Please note. This role profile is not exhaustive; it will be subject to periodic review and may be amended to meet the changing needs of the business. The post holder will be expected to participate in this process and we would aim to reach agreement to the changes.