Head of Managed Services

Victoria, British Columbia, Canada · PxU Agency expand job description ↓

Description

The Head of Managed Services is a key member of Pixel Union’s agency team. The Head of Managed Services (HoMS) reports to the Director of Client Services, along with creative, technical, and sales Leads, in a highly collaborative and team-oriented environment. The HoMS will focus on building Pixel Union’s Managed Services team, and developing processes to manage ongoing retainer service relationships aimed at supporting merchants with growth, optimization and increased ecommerce success.

Day-to-day, the HoMS keeps a high-level focus on month-to-month relationships with ecommerce clients with the intention to increase the success of their sites. The HoMS is also responsible for the inception, development, and growth of Pixel Union's Managed Services team.

Success in this role requires a personable and detailed individual, with proven abilities in project management, recruitment, client-facing relations, and leadership.

Responsibilities

  • Manage and administer a growing team of ecommerce success specialists across a range of client retainers, accounting for resource allocation, deadlines and deliverables
  • Act as primary contact for Pixel Union’s roster of Managed Services clients, balancing project management, client relations and strategic insight
  • Working with our clients to understand their analytics and data as to better understand user behaviour, trends and segmentation
  • Engage in business analysis to ensure our Managed Services team is focused on delivering what the client needs
  • Nurture a divisional focus on expertise in conversion rate optimization
  • Coordinate with client’s marketing partners to ensure websites are optimized to receive and capitalize on digital media campaign traffic
  • Work with Pixel Union’s marketing department to understand how to market and evangelize our Managed Services offering
  • Focus on our team’s model approach to projects and work with other agency department heads and leads to optimize our internal and external processes
  • Contribute to the development of agency roadmap and strategy; support agency’s quarterly strategy, from focus to objectives and tactics
  • Travel when necessary to meet clients at industry conferences and client meetings as needed

Requirements

  • 3-5 years of managing a team in a retainer/client-facing setting
  • 3-5 years experience delivering high quality projects in an agency setting
  • Proficient with modern project management systems
  • Familiar with the technology side of ecommerce, modern ecommerce-hosted platforms (most prominently, Shopify), ecommerce best practices, and Shopify product offerings (e.g. themes and apps)
  • Excellent communication skills
  • Proven organizational experience and track record of managing successful projects
  • Familiarity with digital marketing strategies and campaigns associated with conversions
  • Proactive self starter who is confident and passionate about online retailing and helping people grow their businesses
  • Results-driven orientation, highly motivated, strong customer service skills
  • Strong understanding of client management experience
  • Excellent attention to detail and ability to multi-task in a fast-paced environment

Benefits

Pixel Union is a company built on creativity, teamwork and employee well-being. We come to the office (wherever that may be) to work hard, push our limits, and enjoy ourselves around good people. Here, you will work with a fun group of people on challenging and rewarding tasks. Some of our perks include:

  • Competitive base salary
  • Opportunity for growth as the company grows
  • Exposure and learning across teams and services
  • Health benefits and RRSP matching
  • Flexible work schedule and remote-friendly culture and systems
  • Educational sessions and company-sponsored certifications
  • Company-sponsored health and wellness allowance

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