The Ad Success Representative – Team Lead is responsible for driving operational excellence, client trust, team performance, and strategic impact across the ASR function. This role serves as the bridge between client, MediaMint, Global Process Owner, regional stakeholders, and frontline ASR teams. The Team Lead is expected to move beyond task execution into proactive leadership: identifying opportunities, improving workflows, elevating reporting quality, strengthening client relationships, and enabling the ASR team to deliver measurable business value.
This role is a hybrid of strategic account management and operational excellence.
Responsibilities
1. Client Engagement & Strategic Partnership
The Team Lead owns regional team engagement and ensures that every interaction builds confidence, clarity, and long-term partnership value.
Key Responsibilities
- Manage client relationships across assigned regions to support shared goals between client and MediaMint.
- Lead Weekly Business Reviews for the region, including slide preparation, performance narratives, proactive tasks, risks, recommendations, and follow-up actions.
- Provide insights for the Monthly & Quarterly Business Reviews for the region, including slide preparation, performance narratives, risks, recommendations, and follow-up actions.
- Build trust-based relationships with Client Partners and the ASR team through proactive communication, structured updates, and timely escalation management.
- Identify retention and growth opportunities by surfacing revenue risks, operational gaps, upsell signals, and improvement areas.
- Partner with stakeholders to understand business priorities and translate them into ASR execution plans.
- Ensure communication is clear, consultative, insightful and solution-oriented.
2. ASR Management & Operational Support
The Team Lead ensures smooth execution across ASR-supported campaign workflows, including Direct IO, Programmatic, and SAM-related processes. Ad operations roles typically require coordination across campaign execution, troubleshooting, performance monitoring, and cross-functional stakeholders to ensure campaigns run effectively and meet client expectations
Key Responsibilities
- Act as the primary liaison between GPO, regional stakeholders, and ASR team members.
- Manage case workflow, queue health, case prioritization, assignment logic, and SLA adherence.
- Oversee quality and delivery for ASR deliverables, operational tasks, reporting requests, and campaign-related activities.
- Monitor daily workflow through Slack, Salesforce, trackers, dashboards, and internal communication channels.
- Ensure blockers are identified early, escalated appropriately, and resolved with ownership.
- Provide guidance on Direct IO, Programmatic, and SAM campaign processes.
- Maintain operational discipline across documentation, handoffs, tracker updates, and case closure standards.
3. Insight Generation, Reporting & Optimization
The Team Lead is responsible for turning performance data into actionable insights that improve team effectiveness and client outcomes.
Key Responsibilities
- Download, review, and analyze team performance data across cases, regions, case types, QA, AHT, volume.
- Translate raw metrics into clear narratives, trends, risks, and improvement opportunities.
- Provide proactive recommendations during WBRs, MBRs, QBRs and internal reviews.
- Identify optimization opportunities across workflows, campaign support, team productivity, and client communication.
- Build reporting narratives aligned with ASR goals, regional priorities, and client expectations.
- Track recurring issues and recommend prevention-focused solutions.
4. Internal Collaboration & Workflow Development
The Team Lead plays a key role in improving how the ASR function operates globally.
Key Responsibilities
- Partner with internal stakeholders to surface client feedback, operational friction, and process improvement opportunities.
- Collaborate with GPO to standardize evolving workflows and ensure regional alignment.
- Contribute to SOPs, playbooks, training materials, trackers, templates, and knowledge-sharing resources.
- Support new initiative launches by helping define scope, readiness, training needs, metrics, and adoption plans.
- Share regional learnings with the broader ASR team to encourage consistency and continuous improvement.
- Promote a culture of ownership, documentation, and scalable execution.
5. People Leadership & Team Enablement
The Team Lead is accountable for building a motivated, capable, and high-performing ASR team.
Key Responsibilities
- Guide team members on prioritization, case handling, client communication, QA expectations, and workflow best practices.
- Coach team members using data, QA feedback, examples, and regular check-ins.
- Identify skill gaps and recommend training or shadowing opportunities.
- Encourage accountability while creating a supportive environment for learning and growth.
- Recognize strong performance and reinforce behaviors that reflect ASR excellence.
- Act as the first point of support for team questions, escalations, and process clarifications
Apply by clicking this link: https://forms.gle/pHuHdP2DxfNtAcmHA
