CLIENT ACCOUNT SERVICE EXECUTIVE

ADECCO PERSONNEL PTE LTD; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading recruitment agency in Singapore seeks an experienced leader for client operations. The successful candidate will manage a team, oversee client onboarding, and drive retention through analytical strategies. The role requires a bachelor’s degree and at least 10 years of experience in AdTech or digital marketing, including management experience. Competitive compensation and growth opportunities available.

Qualifications

• Minimum 10 years of relevant experience in AdTech or digital marketing.
• At least 3–5 years of people management experience.
• Proficient in driving client retention and revenue growth.

Responsibilities

• Lead and manage the client operations team.
• Oversee client onboarding and account management.
• Analyze client performance data using various tools.

Skills

Client communication

Analytical thinking

Team leadership

Problem-solving

Education

Bachelor’s degree in Marketing, Advertising, Business Administration

Master’s degree

Tools

DSP platforms (e.g., The Trade Desk)

Excel

Tableau

Job description

Key Responsibilities

1. Team Leadership & Management

Lead, mentor, and scale a client operations team (5–10 members, depending on business needs), including hiring, training, performance evaluation, and career development planning.

Establish clear team goals, KPIs (e.g., client retention rate, NPS, upsell/cross-sell revenue), and workflows to ensure efficient delivery of client support and operational services.

Foster a collaborative, client‑first culture within the team, driving accountability and continuous improvement in service quality.

2. Client Lifecycle Operations for DSP Platform

Oversee end‑to‑end client onboarding: Guide advertisers (brands, agencies) through DSP platform setup, audience targeting configuration, budget allocation, and campaign launch.

Manage ongoing client account management: Conduct regular business reviews (QBRs/MBRs) to align with client goals, optimize campaign performance (e.g., CTR, conversion rate, ROAS), and address pain points.

Drive client retention and growth: Proactively identify upsell/cross‑sell opportunities (e.g., advanced DSP features, additional ad formats), resolve complex client issues, and mitigate churn risks.

3. Cross‑Functional Collaboration & Solution Delivery

Partner with the product team to relay client feedback and advocate for platform feature enhancements (e.g., improved reporting tools, automated optimization).

Collaborate with sales teams to support new client acquisition (e.g., pre‑sales demos, client expectation setting) and ensure smooth handover post‑contract.

Work with technical/engineering teams to troubleshoot DSP platform bugs, API integration issues, or campaign delivery errors, ensuring timely resolution for clients.

4. Performance Analysis & Strategy Optimization

Analyze client operation data (e.g., campaign performance metrics, client engagement, churn reasons) using tools such as Excel, Tableau, or DSP‑native reporting dashboards.

Develop data‑backed client operation strategies (e.g., segment‑specific engagement plans, high‑churn client recovery programs) to enhance client lifetime value (LTV) and satisfaction.

Document best practices for DSP client operations (e.g., onboarding checklists, troubleshooting guides) and update team processes to align with industry trends or platform updates.

5. Industry & Platform Expertise Leadership

Stay updated on AdTech trends (e.g., programmatic advertising innovations, privacy regulations such as GDPR/CCPA) and the DSP competitive landscape to advise clients on best practices.

Train the team on new DSP features, advertising formats (e.g., connected TV, in‑app), or targeting capabilities to ensure the team delivers expert support to clients.

Requirements

1. Education

• Bachelor’s degree or higher in Marketing, Advertising, Business Administration, or a related field.
• A Master’s degree will be an advantage.

2. Professional Experience

• Minimum 10 years of relevant experience in AdTech, programmatic advertising, or digital marketing, or equivalent experience demonstrating expertise in DSP client operations, account management, or client success.
• At least 3–5 years of people management experience, leading a client operations or account management team (preferably in a DSP or AdTech environment).
• Proven track record of driving client retention (e.g., reducing churn) and growing existing client revenue (e.g., upsell/cross‑sell achievements).

3. Technical & Functional Expertise

• Strong understanding of DSP platform mechanics: programmatic buying, real‑time bidding (RTB), audience targeting, campaign optimization, and ad delivery metrics (CTR, CPM, ROAS).
• Proficiency in using DSP platforms (e.g., The Trade Desk, MediaMath, DV360) and analytics tools (e.g., Excel, Tableau, Google Analytics) to track client performance.
• Knowledge of privacy regulations (GDPR, CCPA, IAB TCF) and their implications for programmatic advertising operations.

4. Soft Skills

• Excellent client communication and relationship management skills—able to interact with senior stakeholders (e.g., marketing directors, agency heads) and resolve high‑stakes issues.
• Strong analytical thinking: ability to translate data into actionable client strategies and operational improvements.
• Experience working with global clients or managing multi‑market DSP operations.
• Demonstrated ability to scale a client operations team to support business growth.
• Familiarity with complementary AdTech tools (DMPs, SSPs, ad servers) to provide holistic client solutions.

Han Tze Hui (Yunne)

Adecco Personnel Pte Ltd| EA LIcence No.91C2918 | Personnel Registration No: R24120833