Field Operations Support Specialist

WHO WE ARE:

We are RAPP - world leaders in activating growth with precision and empathy at scale.

As aglobal, next-generation precision marketing agencywe leveragedata, creativity, technology, and empathyto foster client growth.We champion individuality in the marketing solutions we create, and in our workplace. We fight for solutions that adapt to the individual's needs, beliefs, behaviors, and aspirations.

We foster an inclusive workplace that values diversity and emphasizes personal well-being.

HOW WE DO IT:

At RAPP, our fearless superconnectors help tocreate value from personal brand experiences by focusing on three key areas: connected data, connected content and connected decisioning.

Our data analysts identify who that person is, our strategists understand what they want, and our award-winning technologists and creatives know how to deliver it - ensuring we're able to activate authentic customer connections for our clients.

Part of Omnicom's Precision Marketing Group, RAPP is comprised of 2,000+ creatives, technologists, strategists, and data and marketing scientists across 15+ global markets.

YOUR ROLE:

The Field Operations Support Specialist (FOSS) plays a key role in supporting the Field Operations Support (FOS) team by working closely with our OEM automotive fixed operations clients within an assigned territory. The FOSS focuses on client satisfaction, customer retention, enhancing marketing performance, and introducing new solutions.

YOUR RESPONSIBILITIES:

• Developing and managing marketing campaigns.
• Submitting and tracking tickets to ensure efficient resolution.
• Assisting with data extraction and preparing reports for meetings, including standardized reports.
• Supporting sales efforts and providing consultation based on reporting data.
• Standardizing and distributing monthly reports to both the FOS team and dealership partners.
• Training incoming FOS team members and managing training content.
• Collaborating with internal teams to create informational sheets for field distribution.

This role requires strong organizational and communication skills to support the effective delivery of services to clients while ensuring smooth operations within the team.

Your role may require up to 25% travel for in-person, monthly consultations. Aptitudes that will make you successful include working autonomously, sociability, customer focus, resiliency, and situational adaptability. You will need to be extremely organized, communicate timely and effectively, and possess a positive attitude. Your role is to build relationships, become a trusted advisor, and promote dealership partnership.

Expect to work with one of the hottest, largest, and most respected automotive brands and dealer bodies in the world.

Additional Responsibilities and Requirements

• Builds and maintains positive relationships with FOS team and clients
• Understands and drives key performance indicator (KPI) improvement
• Examines client performance (reporting, direct observation, etc.) to identify areas of opportunity for improvement within the fixed operations and makes recommendations to FOS team
• Proactively communicate to FOS team and Management
• Strategizes aftersales marketing performance and solutions
• Identifies and recommends program changes and marketing strategies
• Maintains a high level of customer satisfaction by serving as an advocate and liaison between the dealer client , FOS team and internal teams
• Manages all customer issues and conflict resolution
• Enrolls new orders for retention programs and custom campaigns
• Receives and submits account updates, enhancements, and recommended changes
• Uses Salesforce on a regular basis
• Communicates all program changes, enhancements, and application bug fixes to the Account Management team
• Shares results-oriented OEM marketing solutions, effectiveness, and challenges
• Successful completion of required training program and assessments
• Other duties as assigned

What You'll Bring

• Bachelor's Degree in Business (automotive or marketing preferred) or equivalent work experience
• Qualified candidates should have 5+ years of automotive / marketing experience
• Ability to drive and/or fly to various client meetings, spend up to 25% of overnights in hotels, and maintain valid driver's license

To perform the job successfully, a person should demonstrate the following knowledge, skills, or behaviors:

• Ability to develop relationships with key decision-makers
• Build relationships with both internal and external customers
• Identify, qualify, and resolve customer objections, problems, and needs in a diplomatic manner
• Develop strategies, action plans, and metrics to monitor results
• Effectively communicate ideas, challenges, and solutions
• Communicate and give presentations in front of groups
• Effectively convey processes and training
• Listen to others and appropriately act on information provided
• Multi-task, prioritize, organize, and coordinate projects to meet simultaneous deadlines
• Work autonomously with minimal supervision and under continual deadline pressure
• Work effectively in both a team and individual setting
• Work effectively in a fast-paced organization
• Use a variety of computer programs to track results (Salesforce.com, Word, Excel, Email, Internet, etc.)

*Must be able to travel up to 25% of the time

Target Markets: Open Remote position. Field Operations Support Specialists should live near a national airport.

Our Hybrid Work Model:

RAPP's current hybrid model is designed to enable in-person connections and collaboration that is core to our culture, while also supporting flexibility for all employees. As such, we have the option to work from home two days per week, if we'd like.

RAPP provides a competitive salary and comprehensive benefits plan. Benefits for this role include health/vision/dental insurance, 401(k), stock options, Healthcare & Dependent Flexible Spending Accounts, vacation, sick, and personal days and positive activism days, paid parental leave and disability benefits. For more information regarding Omnicom benefits, please visit www.omnicombenefits.com. A reasonable estimate of the salary for this role, at the time of posting, is $70,000 - $89,000. This range is specific to Dallas and multiple factors are considered in making compensation decisions including, but not limited to: skill set, experience and training, certifications; etc. This is an exempt position. If your requirements fall outside of this range, you are still welcome to apply.

"As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status."

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.