Broadcast Campaign Traffic Specialist

Deliver consistent high standards of customer experience through exceptional service, support, and communication.
- Exceptional customer service goes above and beyond what the client may expect. It is taking that extra step to ensure you understand their needs and requirements and provide great service by following up and delivering.
- As a member of the Campaign Services team, you are responsible for the initiation, tracking, support, and execution of jobs, ensuring smooth and efficient transmission (traffic) of projects and jobs, as well as any production services or campaign administration services required.
- You will manage your assigned client portfolio by implementing the client contact plan to drive revenue retention and growth through up-sell and cross-sell while delivering efficient and effective customer service operations to support the achievement of XR’s business goals.
- The position works closely with Operations, Sales, Finance, and Support to proactively manage, maintain, and grow our client and broadcast accounts.

**Traffic (Duties may vary according to either Print or Broadcast or any other product assignment/ role.) Ensure the effective and efficient traffic of broadcast and print orders by**:

- Consistently delivering jobs according to processes and procedures.
- Ensuring Ingest / Studio have the necessary time, information and materials to complete the task to satisfactory quality within the given timeframe
- Following Traffic Standard Operating Procedures
- Execute traffic for the various types of projects through the Company (print ads, magazines, TVCs, Long & Short Form Video, Adbank projects, packaging, P.O.S, Outdoor, Cinema, and online) and ensure these jobs meet the SLA
- Conduct Client walk-through calls, educating and addressing questions
- Facilitate creative and technical calls between clients, vendors and production houses
- Ensures clients are fully informed of jobs progress and obtains client’s permission for decisions related to job executions & costs
- Stay on top of deadlines and remind clients and internal team members/departments as they approach
- Check revised deadlines with clients and supervisors as needed. Inform clients, vendors and in-house departments
- Create and distribute traffic instructions and tape address lists while maintaining a running tally of confirmations from markets, vendors and networks
- Follow up with markets, vendors and networks to obtain confirmations as necessary
- Follow up client correspondence in a customer-friendly, professional manner
- Act as support and cover for the Campaign Services Director as and when required.
- Any other duties and tasks as assigned & required by Management
- Undertake such other duties, training, and/or out-of-hours work as may be reasonably required and which are consistent with the level of responsibility for this job

**Campaign Services**
- Ensure that the client contact plan for assigned client portfolio is executed and tracked in Salesforce
- Deliver the broadcast customer service standards through developing deep client relationships and proactively up-selling and cross-selling appropriate product solutions
- Keep up-to-date with required training to enable the up-sell of current and new products
- Generate sales opportunities for Campaign Services Director and Head of COE
- Ensure appropriate and timely escalation of client issues and follow through to resolution
- Ensure quoting is accurate and follows rate card and rate variation rules and clients are invoiced correctly by the end of the month
- Ensure quoting is accurate and follows rate card and rate variation rules and assist on invoice checking at month end
- Ensure price change and credit policies are adhered to
- Ensure client care calls to assigned clients occur and all relevant information and activity is logged in Salesforce
- Aim to increase revenues through improved customer service and cross-selling
- Capture revenue data and up sell/cross sell in Salesforce
- Identify products or features that will help or benefit clients or escalate to product champion for a more detailed sale of the relevant product, resulting in extra revenue for XR (upselling and cross-selling)
- Proactively contribute to reaching the quarterly and annual broadcast targets

**Client delight**
- Act as the main interface between the client and XR to ensure ‘client delight’ is delivered at all times
- Provide assistance and support to clients for the full XR product suite
- Ensure client queries and issues are escalated to the correct person/team within half hour of first contact and follow up to ensure a resolution is reached in a timely manner
- Client issues to be logged in Salesforce
- Take proactive actions to continually meet and exceed client expectations.
- Be a trusted and credible support to all clients, proactively and reactively, through outstanding customer service.

**Experience required**
- Experience in account management and client service