Favor Delivery

Account Manager

• Develop and maintain strong relationships with existing local and regional partners by highlighting the value and return of the Favor Merchant Program through relevant data insights
• Troubleshoot and respond to client questions, concerns and requests for information in a timely manner, ensuring high-quality customer service and issue resolution in order to retain current merchants
• Identify merchants who may benefit from a higher tier package, or are missing partnered locations, and engage in the appropriate sales conversations or negotiations
• Utilize forward-thinking, data driven analysis to assist with overall merchant strategy and impact on the business
• Develop medium to long-range sales plans and prepare strategies to protect, grow, and diversify the relationship with a defined group of existing customers
• Identify and close cross-sell opportunities for key partners
• Partner closely with the Sales, Content, and Engineering teams to ensure new clients are on-boarded efficiently
• Draft, negotiate, and send agreements and proposals for new growth opportunities
• Guide partnerships through marketplace and last-mile products and services
• Collaborate with Marketing and Content teams to manage our Promotional Calendar
• Consistently achieve monthly, quarterly, and yearly goals
• Review and report on customer retention, business opportunity and market trends

Account Manager I

Marketing

• Support execution and optimization of lifecycle marketing campaigns across channels
• Support campaign builds by refreshing or configuring components
• Pull data and report on campaign performance
• Maintain the CRM calendar aligning campaigns with product launches
• Craft and submit clear and concise creative briefs
• Collaborate with cross-functional partners for campaign planning
• Support the QA process for campaigns before deployment
• Stay informed on CRM best practices and trends
• Participate in brainstorming sessions for new creative concepts

Lifestyle Marketing Coordinator

• Serve as the 'source of truth' for our marketing data.
• Serve as the primary technical point of contact for our core tools, including CDP and MMP.
• Partner with Data Science, Engineering, and Product to translate marketing use cases into technical specifications.
• Build the MarTech 'playbook' for MarOps and the broader marketing team.
• Maintain a comprehensive library of our marketing architecture.
• Support our Paid Media team by maintaining the technical hooks for performance marketing.

Marketing Technology Systems Manager

Customer Support

• Provide high volume, omnichannel support (via phone, chat, email, and SMS) to find creative solutions for real-time challenges; ensure high-quality customer service and issue resolution for Runners, customers and merchants.
• Remain active in primary queues throughout the work day; consistently meet or exceed set targets and metrics.
• Carefully and efficiently follow all call center scripts, escalation procedures and guidelines to ensure complex support issues are resolved with professionalism.
• Overcome common challenges (customer frustration, customer pushback, emotional impact, dealing with unknown situations) and delight those involved, particularly in difficult situations. Effectively utilize a computer; navigate between multiple screens to access customer information and resources, successfully handle multiple, concurrent calls; maintain accurate call service logs.
• Apply critical thinking to each caller’s situation while following documented processes and procedures to effectively triage issues and advance to the correct department as needed.

Account Manager I

Lifestyle Marketing Coordinator

Marketing Technology Systems Manager

Bilingual Support Specialist