Account Manager, Experience Operations & Analytics

Job Description

Location: New York (Hybrid), Chicago (Remote), Los Angeles (Remote), or Miami (Remote)

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Hours: Primarily ET business hours (9 AM - 6 PM ET)

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Reports to: Account Director

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About underdog & company

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underdog & company (UDCO) is a network of sports marketing and experiential agencies, including BeCore, Altius Sports Partners, B. Partners, 40 Love Agency, Wide Angle Group, and the underdog venture team. Together we help brands, leagues, teams, and athletes build partnerships that move culture and business.

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About the Role

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We're looking for a detail-driven Account Manager to own the operational, analytical, and financial backbone of a consumer experiences program for a marquee financial services client. You'll keep a high-volume portfolio of premium experiences running smoothly, from reservations and fulfillment to the data and reconciliation that prove the program's impact, while managing a team of 1-2 people. This role suits someone who enjoys being the person who knows where everything stands, catches the discrepancy before anyone else does, and turns data into recommendations. The role is hybrid in New York or fully remote in Chicago or Miami, working primarily ET business hours.

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Key Responsibilities

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Experience Operations & Fulfillment

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·       Lead the operational management and fulfillment of the client's consumer experiences, including reservations, inventory and capacity tracking, booking confirmations, and consumer and partner communications, and keep trackers and fulfillment records accurate throughout.

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·       Own the customer service inbox, troubleshoot booking and fulfillment issues, and manage escalations with internal teams and external partners through to resolution.

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·       Build and update experience product pages in the client's content management platform (Skyword), confirming that all content, pricing, experience details and booking information are accurate before publication.

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·       Identify ways to improve operational processes, strengthen quality control and increase efficiency across the experience lifecycle.

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Analytics, Reporting & Client Insights

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·       Pull, consolidate, validate and analyze data across CRM, the client's experiences platform and reporting systems, tracking performance, registrations, bookings, revenue and other KPIs.

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·       Build recurring performance reports and dashboards in DOMO or similar BI tools, keeping data accurate and consistent.

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·       Partner with the internal team to translate performance data and consumer behavior trends into actionable recommendations, and present findings to the client in a clear, concise way that non-technical audiences can easily understand.

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Financial Management & Reconciliation

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·       Own the monthly reconciliation of client payout reports, validating amounts against internal tracking, experience performance and financial terms, and keep financial tracking current so every expected payment is accounted for.

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·       Investigate discrepancies and missing or inaccurate payments, resolve them with the client and internal stakeholders, and keep records organized to support accountability.

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SFMC & Email Marketing Support

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·       Support Salesforce Marketing Cloud (SFMC) operations as needed, including email builds, deployment, QA, A/B testing and troubleshooting.

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·       Assist with data pulls, audience uploads, segmentation and campaign performance analysis, and turn the results into optimization recommendations.

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Team Leadership

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·       Manage 1-2 team members, which may include a contractor, by setting priorities, delegating work, managing handoffs and reviewing output for quality and accuracy.

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·       Support the team's development through regular feedback and coaching and maintain a consistent standard of service across the team.

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Client & Team Collaboration

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·       Serve as a day-to-day point of contact for operational needs, data requests, reporting and issue resolution.

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·       Communicate proactively with internal teams, partners and the client on deadlines, risks and open issues so stakeholders can make timely decisions.

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Requirements

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·       3+ years of experience in marketing operations, digital operations, marketing analytics or a related field, including hands-on data management and analysis across multiple sources.

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·       Advanced proficiency in Excel or Google Sheets (pivot tables, lookups such as XLOOKUP and INDEX/MATCH, conditional logic, and data cleanup).

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·       Proficiency in at least one BI or data visualization tool (DOMO preferred; Tableau, Power BI or Looker also considered), including building and maintaining recurring dashboards.

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·       Experience with financial tracking, reconciliation, or invoice and payment validation.

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·       Experience supervising, managing or mentoring at least one team member, contractor or freelancer.

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·       Exceptional attention to detail and accuracy, particularly with financial data, consumer communications and live experience information.

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·       Strong written and verbal communication, including the ability to distill complex data into clear, compelling takeaways for clients and senior stakeholders, along with sound judgment and the ability to work well with clients, consumers, and partners.

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·       A proactive, solutions-oriented approach with a strong sense of ownership.

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·       Based in New York, Chicago, or Miami.

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Preferred Qualifications

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·       Knowledge of experiential marketing, live events, or consumer experience programs.

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·       Experience with SFMC or other email marketing platforms.

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·       Experience managing reservations, fulfillment, customer service, or partner coordination.

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·       Experience with Skyword or similar CMS platforms.

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What we offerHealth, dental, vision, 401(k), unlimited PTO

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Equal opportunityunderdog & company is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.

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Salary Range: $66,000 - $75,000