Client Program Manager

About the Role Channel Fusion is building and growing the infrastructure that powers co-op marketing programs for enterprise brands and their dealer networks. As a Client Program Specialist, you will be the front-line partner for helping dealers optimize their marketing investments, navigate program guidelines, and trust that their claims and preapprovals are handled with accuracy and care. This is a role for someone who takes pride in both the quality of their client relationships and the precision of their operational work. You’ll thrive in an environment where outcomes matter, AI powers productivity, and customer experience drives every decision. Ownership & Scope You Own You Do NOT Own Client communication and relationship continuity Program rule design or client contract terms — owned by Client Program Leads Day-to-day dealer support across inbound and outbound channels Technical platform issues or site defects — owned by Engineering/IT Claims processing and preapproval decisions within program guidelines Marketing strategy for dealers — you advise on compliance, not creative direction Review of marketing materials for brand and program compliance Final escalation authority on disputed claims — owned by Program Managers Co-op budget optimization guidance for dealer partners Dealer training and portal navigation coaching Accuracy and efficiency metrics on your case load What You’ll Do Client Relationship Management Cultivate and maintain strong relationships with brand clients, dealer networks, and co-op marketing program contacts. Serve as the primary point of contact and subject matter expert for all customer inquiries and support needs within your assigned portfolio. Provide exceptional inbound and outbound support to dealer and consumer networks, following company standards and procedures. Offer troubleshooting assistance for network issues and inquiries, escalating site issues to the relevant internal teams with clear documentation. Co-op Marketing Program Support Assist dealers in optimizing co-op marketing budgets and planning their program activities. Ensure that dealers’ marketing activities comply with program rules, deadlines, and reporting obligations. Execute operational tasks accurately and independently within required service level agreements. Claims Processing & Preapprovals Apply your knowledge of client program guidelines and business rules to review, exercise independent judgment, and process claims and preapprovals with accuracy. Review marketing materials for brand compliance and co-op program adherence. Maintain processing efficiency and accuracy metrics as core performance outcomes. Knowledge & Team Enablement Continuously expand your knowledge of co-op marketing applications, best practices, industry influences, and compliance requirements. Train and coach dealers and agencies to navigate and execute co-op marketing activities through online portals. Support new hire onboarding and training efforts in collaboration with team members. Qualifications Required Strong client-facing communication skills with the ability to navigate complex or sensitive program issues with professionalism. Detail-oriented with the ability to manage multiple cases, projects, and deadlines simultaneously without errors. Strong relationship-building skills and a customer-first orientation. Preferred 2+ years of experience in a client-facing, program administration, or operations role — B2B experience a plus. Proficiency in data analysis, reporting, or marketing analytics tools. Knowledge of co-op marketing programs, guidelines, and compliance requirements. Comfort using AI tools to improve productivity and communication workflows. Our Core Principles Customer Obsessed — Relentlessly focus on improving experiences for brands, dealers, and stakeholders. Process Innovation — Continuously reimagine how work gets done, turning complex operations into streamlined competitive advantages. Channel Fusion is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr