DMA Team Leader

Description The DMA Team Lead is responsible for leading and managing the Philippines-based Digital Marketing Associate (DMA) team, ensuring the delivery of high-quality client operations. This role oversees daily team operations, client communications, onboarding activities, and cross-functional collaboration while serving as the primary bridge between clients and the internal advertising team. The Team Lead is responsible for driving operational excellence, improving the client experience, and identifying opportunities for account growth.

Key Responsibilities

• Team Management
• Manage team scheduling to ensure adequate coverage during U.S. business hours.
• Oversee daily team performance, workload allocation, and resource planning.
• Coach, mentor, and develop team members through regular training and performance feedback.
• Continuously improve team processes and operational efficiency.
• Client Operations
• Oversee day-to-day client communications and account management to ensure a high standard of service.
• Monitor client satisfaction and proactively identify potential service risks.
• Handle client escalations, complaints, and high-impact issues that cannot be resolved by the DMA team.
• Ensure client issues are followed through to resolution and communicate updates proactively.
• Client Onboarding & Account Growth
• Oversee client onboarding and pre-signing engagement activities.
• Monitor onboarding efficiency, response time, and conversion progress.
• Guide the team in identifying upsell opportunities during regular client interactions to support account growth.
• Advertising Requirement Management
• Ensure the team accurately understands, documents, and communicates clients' advertising requirements.
• Collaborate closely with the Advertising team to ensure client requests are executed accurately and efficiently.
• Utilize digital advertising knowledge to evaluate client requests, reduce communication gaps, and improve execution quality.
• Cross-functional Collaboration
• Work closely with the Advertising, Product, and other internal teams to ensure timely execution of client requests.
• Coordinate cross-functional resources to resolve operational issues efficiently.
• Drive collaboration across departments to continuously improve operational effectiveness.
• Operational Performance Management
• Monitor overall team performance to ensure operational efficiency and service quality.
• Analyze workload trends and operational performance to identify improvement opportunities.
• Continuously optimize workflows, resource allocation, and operational processes to improve productivity and client experience.

Requirements Required Qualifications

• Hands-on experience with Google Ads or other Google Marketing Platform products, with a solid understanding of digital advertising concepts and terminology.
• Previous team management experience, preferably leading Client Operations, Customer Success, or client-facing teams.
• Experience supporting account growth, upselling, or client retention initiatives.
• Strong leadership, communication, and cross-functional collaboration skills.
• Strong analytical and operational management capabilities.
• Willingness to work during U.S. business hours.

Preferred Qualifications

• Previous experience working at Google, a Google-authorized vendor, or a Google Ads outsourcing/support center.
• Experience using CRM platforms such as HubSpot.
• Experience in SaaS, digital marketing, advertising, or marketing technology industries.