Digital Marketing Supervisor
Description
DigMS Supervisor
Role Purpose
Drive operational excellence and team performance in SEO delivery. Oversee fulfillment of direct reports’ SEO work, ensuring quality and timeliness. Act as an escalation point for issues, provide coaching and training, and uphold high standards of customer service. Contribute to process improvement, documentation, and team training.
Customer Support Purpose
Oversee the management of the SEO team’s support queues across products and brands. Responsible for maintaining case response time goals. Will manage case escalation, and case handoff through to case resolution. Includes team members follow up across brands and escalation as needed.
Workflow Management Purpose
Oversee the completion of monthly SEO Specialist tasks including client setup. Responsible for daily progress monitoring, team members follow up across all brands and escalation as needed. Will contribute to monthly task delivery process enhancements.
SEO Posting Purpose
Oversee the posting of AI generated SEO content. Ensuring high quality work completion and addressing all issues with the corresponding instances.
Setup Purpose
Oversee the setup of all SEO, Rep Man, and PDM clients. Ensuring high quality setups on time.
Key Objectives
- Participate in refining SEO processes, and documentation.
- Ensure team members deliver high-quality work on time.
- Provide ongoing training, education, and coaching.
- Foster a positive team culture and morale.
Core Responsibilities
- Lead and mentor a team of...
- Workflow Management: 7-10 team members
- Setup: 1-3 team members
- Promote a positive, productive department culture and a mindset of continual learning.
- Manage team performance, including goal setting and monthly deadlines.
- Conduct one-on-ones, spot checks, and training sessions.
- Run weekly status meetings and manage timecards.
- Implement new SEO practices and ensure readiness for new services.
- Oversee SEO projects from planning to execution, ensuring alignment across cross-functional teams. "Problem-solve complex issues and escalate when necessary.
- Maintain accurate documentation and update processes as needed.
- Perform additional duties as assigned.
Scope & Decision Authority
Independent Decisions:
- Balance team workload.
- Conduct performance conversations.
- Develop training and coaching plans for team members.
- Create or update documentation to address gaps.
- Resolving customer escalations quickly and efficiently.
Requires Escalation:
- Persistent performance issues.
- Severe customer escalations or high-value account concerns.
- Significant process changes impacting deliverables or cross-team workflows.
Performance Metrics
- Team productivity and efficiency.
- On-time completion of tasks and projects.
- Quality of SEO deliverables.
- Effective management of support cases.
- Proactive, clear communication.
Skills, Competencies, & Tools
- Excellent verbal and written communication skills.
- Ability to work independently and collaboratively.
- Advanced SEO and CMS knowledge.
- Constant situational awareness.
- Strong analytical and problem-solving abilities.
- Outstanding organizational and time management skills.
- Ability to prioritize effectively and complete tasks proactively.
- Familiarity with analytics tools (Google Analytics, Search Console, etc.).
- Ability to coach, delegate, and hold team members accountable.
- Creative and critical thinking for complex problem-solving.
- Proven ability to accurately assess performance (self and others).
- Willingness and interest in assisting others to learn and succeed.
- Demonstrated passion in SEO and commitment to continuous improvement.
- Minimum 1 year experience managing teams.
- Google Search Console
- Google Analytics
- NinjaCat
- AccuRanker
- Microsoft Office Suite
- AI tools (as relevant)
- Salesforce