The Cobalt Group—a leading provider of online retailing and search engine marketing solutions for the automotive industry—seeks a Digital Marketing Team Manager. Under limited supervision, the Digital Marketing Team Manager manages the activities of a team of Digital Marketing Specialists charged with maximizing the effectiveness of Cobalt websites for dealerships enrolled in the Proactive Support Services programs, by implementing search engine optimization, ad display and paid search best practices that drive qualified visitors to automotive dealership websites. The Digital Marketing Team Manager is responsible for developing, implementing, and ensuring adherence to the Cobalt Digital Marketing strategy, developing and managing daily team processes, supervision and professional development of assigned staff, achievement of established team performance metrics, and adherence to customer service policies. Additionally, the Digital Marketing Team Manager, in coordination with the Senior Group Manager, drives process and technology improvements with the Product Management and Product Development organizations.

Key Responsibilities:

Team Management

• Manage the day-to-day activities of the team including: team scheduling; adherence to quality customer service & team process standards; escalation for customer/product issues; dissemination of procedural, product, department/company update information to the team and ensure understanding/adherence among team members.

• Provide supervision and professional guidance to team members through: team member one-on-one meetings; conducting regular team meetings; development of quarterly and annual performance goals & objectives; documenting and delivering timely performance feedback; take appropriate disciplinary actions as required.

• Drive the ongoing development of the team through: continuous evaluation/refining of team processes; working with the Senior Manager in determining staffing needs, assisting with recruiting and hiring.

• Drive the development of the Digital Marketing discipline within the team: establish, manage to and drive standard search engine optimization, Paid Search delivery, and Ad Display methodologies within the team.

• Ensure that team members adhere to standard operating procedures and achieve acceptable levels of performance.

• Disseminate technical and new product information to team members in a timely manner, as needed or requested.

 • Assist in the development of new policies and procedures as needed and communicate to/with team(s) as appropriate.

• Ensure all essential information, policies, procedures, etc. are documented and maintained in the Knowledge Management System.

• Prepare and deliver performance reviews on time and make salary recommendations.

• Ensure that all personnel receive timely, accurate, and frequent feedback on performance on a routine basis, but no less than monthly.

• Participate in review of new products during all phases (design, alpha, beta) and make recommendations to Product Management on modifications and enhancements, as requested by Senior Management.

 • Participates in process improvement activities and initiatives.

Customer Relations

• Prepare appropriate status reports for delivery to customers and Cobalt management.

• Provide customer escalation for the team; assist team members in problem evaluation and resolution; work directly with customers as necessary to resolve escalated issues.

• Inform management of potential customer problems; when necessary, escalate customer problems to senior Support Services management or other Cobalt departments/teams for assistance in resolving the problem and/or dealing with the customer.

• Represent customer needs in the product development lifecycle to ensure the product roadmap addresses ProCare Services customer needs as they relate to Search Engine Optimization.

• Conduct, review, and respond to customer satisfaction surveys as appropriate. Help prepare action plan(s) to address identified issues.

• Assist team members in problem evaluation and resolution; assist in analysis of situations and make recommendations regarding actions to be taken.

• Minimum three years in the management of a technical customer services team in a corporate environment required

• Demonstrated understanding of Internet marketing methodologies (natural search and paid marketing) preferred

• Experience in developing, implementing and gauging the success of new processes from the ground up

• Experience in developing and delivering performance analysis to both internal and external customers

• Ability to quickly learn & understand complex software products and explain these to customers

• Proven time management skills – must be able to work independently and handle multiple ongoing tasks with rapidly changing priorities

• 3-5 years team management experience in customer services/technical troubleshooting environment is required

• 3-5 years of experience providing technical service and support required (or equivalent experience)

• Bachelor's Degree from an accredited college or university

• Experience with Windows, Excel, and MS Word required • Internet experience required

• 1-2 years experience in organic search, especially with Google, Yahoo, and/or MSN is preferred

• 1-2 years experience in consumer Internet marketing, preferred.

Cobalt - Culture and Benefits
The Cobalt work environment is fast-paced, energized, informal and fun, but with a serious focus on quality, customer service, innovation, and an ongoing commitment to excellence. Benefits include medical/dental/vision and wellness programs for employee and dependents (including domestic partners), life insurance, paid vacation time, personal days, sick leave and holidays, 401K with match, employee referral bonuses, stock option plan, subsidized parking fees and bus pass, onsite gym, and more.