Jobs at Webgains

ABOUT YOU

If you are a confident, dynamic, and self-motivated marketing professional, dedicated to providing exemplary customer service to a network of advertisers and publishers, then this role sounds perfect for you.

If this sounds like you, wed love for you to apply! 

ABOUT THE ROLE

You must be able to take on personal responsibility, as well as fitting into a relaxed team environment. An ability and desire to learn is essential, as is a sense of fun. You will have knowledge of online marketing, and the role performance marketing can play in driving sales and leads. The role is sector-based and is essentially providing marketing expertise to advertisers to help drive their performance marketing programs, as well as recruiting and developing publisher relationships. Although experience with an established affiliate network is not essential, you should have a good track record supporting clients marketing plans, including strategic and tactical planning, issue identification and problem resolution. You must have excellent time management, written and oral skills together with the ability to multi-task.

KEY ROLE RESPONSIBILITIES

• Demonstrate strong decision making in line with company goals, social, and environmental best practice
• Deliver excellent service and relationship management to clients and publishers across assigned accounts
• Ownership of assigned accounts delivery and service levels, pro-actively providing insights to Director of Client Services
• Develop, maintain and extend relationships across portfolio through daily email / phone communication and face to face monthly and or quarterly strategy sessions (Send weekly newsletters, review accounts, provide recommendations and conduct competitor benchmarking services)
• Negotiation of bespoke exposure packages on behalf of own portfolio and Webgains team
• Conducting off-platform recruitment in line with program specifications
• Consult with advertisers as to the tactical and strategic aims of their online marketing programs
• Recruit suitable publishers to their programs on the Webgains network
• QBR ownership and presentation
• Continuously strive to improve the financial and strategic success of the affiliate marketing program of their assigned advertisers
• Prepare monthly performance reports and communicate with advertisers
• Provides buddy support for junior team members when applicable
• Advocate and sell affiliate concepts, publisher types and opportunities to clients while highlighting the scale of opportunity and highlighting relevant reasons in order to obtain signoff
• Liaise effectively with the Publisher Team to drive program recruitment and test new opportunities to the Webgains network

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

ESSENTIAL REQUIREMENTS

• Strong experience Junior Account Manager level
• Demonstrable experience of QBR ownership and presentation
• Some experience of budget management to ensure optimal ROI
• Ability to plan annually, using long range forecasts and KPIs to ensure performance over an extended period
• Previous experience of introducing multi-layered and tailored solutions to clients
• Demonstratable experience of campaign performance reviews, adjusting exposure/placements and liaising with publishers to address issues with performance
• Proven ability of analysing data sets from a wide variety of sources, drawing both user and market actionable insights
• Previous experience of working in affiliate marketing

• Gestire un portafoglio di editori ed anche qualche inserzionista, condividendo obiettivi tattici e strategici dei loro programmi di marketing online

• Sforzarsi continuamente di migliorare il successo del programma di marketing di affiliazione degli  inserzionisti assegnati

• Preparare report mensili sul rendimento e rappresentare il punto di riferimento interno per  gli inserzionisti assegnati.

• Betreuung von nationalen und internationalen Kunden und Publishern mit einem hohen Maß an Selbstständigkeit, Mut und Professionalität
• Konzeption und Durchführung von Onlinemarketing-Maßnahmen für deine Kunden
• Rekrutierung geeigneter Publisher für unser Netzwerk zum Auf- und Ausbau der Partnerschaften
• Besuch von Messen und Branchen-Events, um neue Kontakte zu knüpfen und bestehende Kontakte auszubauen
• Professionelle Präsentation der Leistungen, die wir im Digitalmarkt bieten
• Abwechslungsreiche und herausfordernde Tätigkeit in einem internationalen Umfeld

ABOUT THE ROLE

We're looking for a proactive, solutions-focused professional to lead and evolve our client support and client success operations. This is a highly visible role that sits at the intersection of customer experience, technology, and business operations. 

You'll own the day-to-day support function while also driving the systems, processes, and automation that enable exceptional client service at scale. You'll act as the bridge between clients, internal stakeholders, and technical teams, ensuring issues are resolved efficiently while continuously improving the tools and workflows that support our customers. 

This is an ideal opportunity for someone who enjoys solving complex problems, thinking in systems rather than individual tasks, and leveraging technology to improve efficiency, visibility, and client satisfaction.

KEY ROLE RESPONSIBILITIES

Client Support & Success

• Own and develop AI driven 1st line support function, with escalation workflows, ensuring queries and issues are managed effectively and in line with SLAs. 
• Monitor, manage, and continuously improve support performance, reporting regularly on KPIs, trends, and customer satisfaction metrics. 
• Champion the voice of the customer across the business, ensuring client needs are understood and prioritised. 
• Work closely with technical and product teams to communicate issues, define requirements, and support successful resolution. 
• Support with knowledge hub product updates and communication. 

Systems, Process & Automation

• Act as the owner and administrator of the CRM platform, ensuring it supports the evolving needs of the business. 
• Drive CRM enhancements, and future system development to improve efficiency and scalability. 
• Manage support ticketing systems, workflows, reporting, and knowledge management processes. 
• Develop and maintain client-facing self-service resources, support documentation, and knowledge bases. 
• Create clear operational processes and ensure best practice adoption across teams. 

Cross-Functional Collaboration

• Partner with Client Success, Product, Technology, Operations, and Commercial teams to deliver outstanding customer outcomes. 
• Participate in prioritisation discussions, ensuring client impact is considered in decision-making. 
• Support change management, training, and adoption of new tools, processes, and system enhancements. 
• Provide insights and recommendations to senior leadership on operational improvements and customer experience enhancements. 

 The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

WHAT WERE LOOKING FOR

Essential Skills & Experience

• Experience managing customer support, client success, service delivery, or operational support functions. 
• Strong project management and stakeholder management skills. 
• Experience working with CRM platforms and ownership of business systems. 
• Comfortable gathering business requirements and translating them into practical solutions. 
• Strong analytical and problem-solving skills with a data-driven approach to decision-making. 
• Excellent communication skills with the ability to work effectively across technical and non-technical teams. 

Systems & Technology Mindset

• A natural systems thinker who enjoys understanding how people, processes, data, and technology work together. 
• Comfortable working with modern business platforms including CRM systems (Monday.com experience preferred), Jira, Confluence, ticketing systems, and workflow automation tools such as N8N. 
• Experience supporting system implementations, enhancements, integrations, or automation projects. 
• Curious about technology and motivated to continuously improve how work gets done through smarter processes and tools. 
• Ability to identify inefficiencies and design scalable solutions that improve both customer and employee experiences. 
• An understanding of the AI landscape in terms of efficiency AI and how it can be applied to knowledge work.  

KEY ROLE RESPONSIBILITIES

Client Management & Growth 

• Take ownership of a portfolio of advertiser accounts, delivering an exceptional client experience. 
• Work closely with clients to understand their objectives and develop strategies to achieve them. 
• Build strong, trusted relationships with advertiser contacts and key stakeholders. 
• Deliver regular performance reviews, strategic recommendations and growth plans. 
• Manage client expectations whilst maximising programme performance. 

Onboarding & Programme Development 

• Own the successful onboarding and activation of new advertisers joining the Chinese portfolio. 
• Manage programme launches from implementation through to publisher activation. 
• Work closely with the Business Development team to ensure a smooth handover and transition for newly acquired clients. 
• Support clients through the early stages of programme growth and optimisation. 

Performance & Optimisation 

• Monitor programme performance and identify areas for improvement. 
• Deliver recommendations focused on recruitment, activation, optimisation, conversion and revenue growth. 
• Analyse data and trends to uncover opportunities and address performance challenges. 
• Support clients in achieving agreed KPIs and commercial objectives. 

Publisher Development 

• Recruit, activate and develop relationships with relevant publishers. 
• Identify new partnership opportunities that align with client goals. 
• Work collaboratively with the wider publisher development team to maximise programme success.  

Portfolio Collaboration 

• Work closely with the Account Director and Chinese Portfolio Lead to identify growth opportunities across the portfolio. 
• Contribute ideas, insights and best practices to support portfolio expansion. 
• Collaborate with internal teams to deliver excellent client outcomes.

• Create and maintain accurate reports, forecasts and account documentation. 
• Ensure client records, notes and actions are maintained within company systems. 
• Support quarterly business reviews and client presentations. 
• Maintain excellent standards of communication and account administration. 

ESSENTIAL REQUIREMENTS

• Fluent in English and Mandarin (written and spoken).
• Previous experience in affiliate marketing, partnerships, ecommerce, performance marketing, digital marketing or a client-facing marketing role.
• Excellent written and verbal communication skills.
• Good attention to detail and organisational skills.
• Able to manage multiple tasks and priorities workload effectively.
• Confident communicating with clients, including presenting performance updates, sharing recommendations, and participating in client calls and meetings.
• Positive, proactive, and willing to take ownership of tasks.
• Able to work both independently and as part of a team.
• Comfortable building and maintaining relationships across different cultures and international markets.
• Proficient with Microsoft Office, particularly Excel and PowerPoint.

DESIRABLE REQUIREMENTS

• Experience working with Chinese brands or international markets.
• Understanding of digital performance marketing channels.
• Experience using affiliate network platforms and reporting tools.
• Knowledge of ecommerce and customer acquisition strategies.
• Demonstrable experience of QBR ownership and presentation.
• Some experience of budget management to ensure optimal ROI.
• Ability to plan annually, using long range forecasts and KPIs to ensure performance over an extended period.
• Demonstratable experience of campaign performance reviews, adjusting exposure/placements and liaising with publishers to address issues with performance.
• Proven ability of analysing data sets from a wide variety of sources, drawing both user and market actionable insights.
• Previous experience of working in affiliate marketing.
• Commercially minded with the ability to identify growth opportunities.
• Confident using and presenting data and insights to support decision-making.

• Gestire un portafoglio clienti mantenendo relazioni e condividendo strategie volte a raggiungere gli obiettivi concordati
• Monitorare e intervenire proattivamente sui programmi assegnati
• e=Effettuare analisi periodiche e presentare i risultati ai clienti assegnati
• Supportare il Publisher Manager nelle attività di gestione del portafoglio publisher acquisito e/o nelle attività di recruiting

• Leidenschaft für Online-/Digitalmarketing und Interesse an Affiliate-/Performance-Marketing
• Effektive Kommunikation des Leistungsspektrums von Webgains auf dem digitalen Markt
• Teilnahme an Konferenzen und Branchenveranstaltungen, um als Botschafter von Webgains aufzutreten
• Fähigkeit, potenziellen Kunden das Leistungsportfolio und die Webgains-Plattform entweder digital oder persönlich vorzustellen
• Umfassendes Verständnis zur Publisher-Landschaft, einschließlich der wichtigsten Kanäle und leistungsstärksten Partner im Webgains-Netzwerk
• Neukundenakquise
• Sondierung und Identifizierung von wichtigen Ansprechpartnern in den Zielunternehmen und Schaffung der Grundlage für eine starke, dauerhafte Beziehung
• Entwicklung von Angeboten, Pitches und Präsentationen entsprechend der Kundenanforderungen
• Erreichen der monatlichen Ziele in Übereinstimmung mit den Wachstumsplänen des Unternehmens
• Erfolgshunger in einem schnelllebigen, wandelbaren Umfeld
• Pflege der Pipeline zur Sicherstellung der Verkaufsquote sowie Erstellung detaillierter und genauer Prognosen für das Senior Management Team