Niche: eCommerce/DTC Marketing Agency (Paid Social & Paid Search focus)
Location: Remote - must be comfortable working EST hours!
Reports to: COO
Type: Full-Time
We're Linear Agency (https://www.wearelinear.com/) - one of the industry's leading media buying and performance creative DTC eCommerce agencies.
We've helped 250+ of the most iconic 7, 8 & 9 figure eCommerce brands in the world including Loop Earplugs, MAËLYS Cosmetics, Honeylove, Flower by Drew Barrymore, Lamborghini, Mood, and The Essence Vault.
Our founders Evan Carroll (https://www.linkedin.com/in/theevancarroll) & Ciaran Finn (https://www.linkedin.com/in/ciaran-finn/) are both industry leaders (60k+ followers on LinkedIn alone) who regularly speak on global stages and drive strong leadflow for the agency (see their recent talk on main stage at Affiliate World at the link here (https://www.youtube.com/watch?v=XGIar3ViKUY))
We're now hiring a Head of Paid Media who will act as the number 2 to the COO - a senior leader who will oversee the service delivery department including performance marketers (media buyers), creative strategists, editors, designers, and more. You'll directly own team building/hiring, client success and client performance.
You are the direct manager of the service delivery team, ensuring our team operates at a high level every day.
- Weekly 1:1s: Conduct individual meetings with each performance marketer to drive development.
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Team Oversight: Review team capacity, workloads, and bottlenecks to ensure the team is resourced correctly.
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Accountability: Hold the team to elite standards across client communication, service, and results.
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Department Visibility: Review the client roster weekly and maintain accurate dashboards regarding client statuses.
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Internal Communication: Maintain daily Slack communication with the team and step in to help handle difficult conversations when relevant.
You own the retention engine of the agency and are the senior face of the service department.
- Client Standards: Train and hold the team accountable to the highest standards for client success.
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High-Level Engagement: Join onboarding calls to build rapport and talk to top-tier clients regularly to ensure satisfaction.
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Retention & Firefighting: Act as the senior escalation point for deep issues. You will lead retention calls to save unhappy or underperforming clients.
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Task Force Leadership: When an issue is identified, organize and lead a "task force" with the team to rectify the problem and drive the situation to full resolution.
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Proactive Monitoring: Look for early warning signs of churn, such as silent clients or performance dips, and build proactive retention plans.
You are responsible for the quality and consistency of the results delivered by the service department.
- Team Upskilling: Lead and mentor the team around consistent standards in media buying, creative strategy and growth consulting.
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Performance Monitoring: Track client performance across the agency to ensure they meet agency benchmarks.
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System Ownership: Create and enforce playbooks and SOPs that improve the client experience and service quality over time.
- Experience: 7+ years in performance marketing within creative or paid media agencies, specifically in the DTC/eCommerce space.
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Communication: Elite at de-escalating high-stress situations and inspiring client confidence.
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Paid Media Performance: World-class skillset in performance marketing in the DTC/eCommerce space.
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Leadership: Proven track record of managing and leading performance marketing teams.
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Ownership: A "get things done" attitude with the ability to navigate crises without losing focus.
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US Hours: The role is remote, but the majority of our clients are US based, so you must be comfortable working US hours and talking with US clients regularly.
