Senior Omnichannel Customer Success Manager NEW
Chicago, IL
Full Time
Milestone, Inc.
Job Description

Job Title: Senior Omnichannel Customer Success Manager

Location: Chicago, IL


Are you looking to grow your career within digital marketing? Do you enjoy working hands on with clients across the world? If your answer is yes, we want to meet you!

Job Summary:
Our Senior OmniChannel Customer Success Managers at Milestone manage a portfolio of strategic hotel brands to improve their digital presence. Developing omnichannel strategies both prelaunch and post site launch to drive ROI for our clients through Paid, Owned and Earned channels.


  • Project management – manage and organize multiple strategic hotel client site promotions
  • Implement Search Engine Optimization (SEO) and Paid Media strategies to improve traffic, conversions, and performance of websites
  • Collaborate with Strategy teams to deliver strategic cross-channel recommendations to clients
  • Monitor online campaigns regularly and make recommendations on goals to improve key performance metrics and drive revenue
  • Contact and communicate with clients on a regular basis via meetings and calls to review website and campaign performances, and ROI, suggesting additional online marketing strategies to increase conversion
  • Keep current on the latest trends in the search marketing and hotel marketing industry
  • Present social marketing strategies to current and prospective clients
  • Monitor performance and analyze social media success through regular ROI reports; formulate strategies to build on strengths and overcome weaknesses
  • Mentor and lead peers to develop omnichannel marketing skills and account management excellence


Key Skills Set:

  • 6 - 8 years experience in Account management / Customer Success
  • 5 – 6 years experience in Paid Search, Display advertising, and/or Paid Social marketing, with hands on campaign management and optimization experience
  • BA from an accredited college or university
  • 1+ years experience in customer service position within hospitality industry (lodging, dining, tourism) is a plus
  • Fast learner and able to handle multiple tasks with changing priorities
  • Strong analytical and reporting skills
  • Strong time management skills
  • Excellent verbal and written communication skills
  • Ability to work independently with little supervision within a team environment
  • Knowledge & usage of digital analytics programs like Google Analytics, Adobe Analytics etc. is a plus
  • Experience in search engine optimization (SEO), keyword analysis, etc.
  • Excellent knowledge of Microsoft Word, PowerPoint and Excel
  • Strong understanding of user-generated content management, content marketing, and semantic search is a plus
  • Bilingual in Spanish is a plus


Desired Skills:

  • Hands on hotel/hospitality marketing and branding experience
  • Training/Leadership experience
  • Bilingual (Spanish and English) speaker
  • Knowledge of and experience in social media marketing (SMM) including: blogging, Facebook, Twitter, Flickr, YouTube, Pinterest, Instagram, and more
  • Strong knowledge of Search Engine Optimization (SEO), Search Engine Marketing (SEM), Keyword Research (KWR), Display Advertising, and Paid Social Campaigns desired, but not required
  • Experience working in the internet marketing field highly desired, but not required


Top Reasons to work for Milestone

  • Great place to learn with phenomenal growth opportunity
  • Stable and rapidly growing company
  • Opportunity to work with a fun, amazing and talented team
  • Great benefits – medical, dental, vision, 401k
  • Phantom stock options
  • Bonus initiatives offered
  • Exciting and innovative work environment
  • Employee referral incentive program
  • Happy Hour every other Friday
  • Monthly events include: birthday celebrations, ice cream socials, fondue, etc.
  • Quarterly outings include: bowling, cooking classes, scavenger hunts, happy hours, and much more


About Milestone:

For more than 21 years, Milestone has been a leading digital marketing software and services company. The Milestone Digital Presence Cloud helps location-based businesses manage their online presence. From compelling websites and location pages to local search, social media, reviews and analytics. Milestone's unique “software + services” approach allows us to provide exceptional software backed by our service-based approach to provide the highest return on investment in any vertical.

Milestone is a premier provider of Digital Marketing Software and Services. Our customers include some of world’s most elite brands such as US Bank, Marriott, Hyatt, TrueValue, who use Milestone products to improve the consumer experience and search visibility for their branches and locations across the internet search ecosystem on Google, Bing, Yelp, Maps, etc. Milestone has over 250 employees across 4 locations. Our leadership team has decades of experience in the world of digital marketing and enterprise software and services, and are frequently featured as premier speakers at global conferences like SMX. With over 400 awards and 2,000+ customers, Milestone is recognized for its achievements by both our peers and by industry experts. Learn more about Milestone at www.milestoneinternet.com. Services offered by Milestone include the following:

Milestone’s Digital Marketing Cloud Solution

Milestone Software Platform Solutions

    • Milestone CMS™ - Website Development
    • Milestone Local™ - Local Listings and Events Management Software
    • Milestone Social™ - Social Media Management Software
    • Milestone Reviews™ - Reputation Management Software
    • Milestone Analytics™ - Digital Marketing and Analytics Software
    • Milestone Insights™ - Digital Audit and Competitive Analysis Software

Milestone Services

    • Website design - creative design and content
    • Technical SEO including schema deployment on 3rd party CMS sites
    • Social content marketing
    • Paid marketing and Omnichannel Campaigns

Minimum Education: University

Career Level: Experienced (Non-Manager)

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