Job Description

Job Summary

FreeWheel, A Comcast Company is a provider of comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, the company is revolutionizing the way publishers and marketers transact across all screens, data types, and sales channels.

Job Description

The Client Net Promoter, Manager role would be responsible for end-to-end management of FreeWheel’s cNPS program across supply and buyside clients.  The output of cNPS surveys is typically cross-functional in nature and would require planning and project management across teams throughout the organization, particularly Product, Marketing, Finance, and Commercialization teams.

As projects are approved, the candidate would be responsible for leading the execution and rollout, working cross-functionally to pull in resources as necessary.

Build comprehensive client-level dashboard for tracking and reporting. Owner would drive design and clearly define requirements for reporting team to execute.

Background data to build client profiles could include usage/volume trending, tickets, and performance/operational data.
Time-series reporting of NPS feedaback
Audit to measure NPS target attainment across all functional teams.

Generate leader-facing readout reports

Metric readout / trending with contextual data support.
Key themes or escalations, including verbatims
Planned outreach that month
Follow ups from previous month

Identify commonalities and areas of opportunity for escalation and manage escalation process

Depending on scope / scale, Manager would own individually or handoff
Coordinate and lead smaller-scope efforts within cross-functional teams
Summarize scope and quantify impact of larger escalations

Candidate would be responsible for putting together a rough business case / sizing of effort as part of evaluation

Make sure it all gets done!

Establish check-ins with teams to identify and preempt backlogs
Consolidate prep documentation for leaders as part of client review process.

Minimum/Desired Experience:

3-5 years experience in a Marketing or Communications role
MS Office – Excel and Power Point
Bachelors’ Degree required

Employees at all levels are expected to:

Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team - make big things happen by working together and being open to new ideas.
Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
Drive results and growth.
Respect and promote inclusion & diversity.
Do what's right for each other, our customers, investors and our communities.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

Relevant Work Experience

5-7 Years