Overview of the Role:
We’re seeking a dynamic and experienced Head of Growth to lead and oversee the performance of our entire client portfolio at Chili Digital. This role is crucial in ensuring the strategic success of our PPC and SEO campaigns and delivering exceptional results for our clients. The Head of Growth will be responsible for managing client retention and driving portfolio growth, ensuring the technical and strategical delivery of the PPC and SEO teams. The ideal candidate will have deep experience in campaign strategy, client management, escalation procedures, and a background in business intelligence (BI) and data analysis, being able to link strategies to a business' bottom line growth (revenue) through CRM and analytics platforms.
Key Responsibilities:
Portfolio Retention and Growth:
- Manage and oversee the entire client portfolio, ensuring client satisfaction, retention, and growth.
- Develop and execute strategies to drive portfolio growth by expanding services offered to existing clients and acquiring new business opportunities within the portfolio (growing Chili's portfolio LTV).
- Identify upsell, cross-sell and referral opportunities to increase revenue from existing clients and extend their lifetime value.
- Conduct regular performance reviews (NPS) with clients to discuss results, progress, and future growth opportunities, focusing on value delivery and long-term success.
Campaign Strategy and Execution:
- Lead the development of PPC and SEO strategies that align with client objectives and drive measurable results.
- Collaborate with the PPC and SEO teams to ensure flawless execution and optimization of campaigns.
- Ensure SEO, PPC, CRO, CRM and other strategies have synergy and are leveraging one another.
- Ensure that technical deliveries from both teams are timely, high-quality, and aligned with campaign goals.
- Monitor key performance indicators (KPIs) such as traffic, conversion rates, ROAS, and customer acquisition costs, making data-driven adjustments to strategies as needed.
Team Management and Development:
- Oversee the PPC and SEO teams, ensuring they are effectively managing client campaigns and achieving results.
- Provide guidance, mentorship, and training to team members to ensure high performance and continuous professional growth.
- Establish clear performance metrics and goals for the teams, regularly reviewing progress and providing constructive feedback.
- Ensure alignment between the technical teams (PPC, SEO) and client-facing teams, fostering collaboration to drive successful outcomes.
- Develop courses and training with assessments alongside the training specialist based on gaps identified in client and team NPS.
Escalation Procedures:
- Implement and manage escalation procedures to address and resolve client issues efficiently through Chili's proprietary campaign management system (SENTR).
- Act as the key escalation point for all technical or campaign-related client concerns, working with internal teams to resolve issues quickly and effectively.
- Develop and refine escalation protocols to ensure consistent handling of issues and maintaining high client satisfaction.
- Respect timelines and enforce timely deliverables through standardized processes on SENTR.
Data Analysis and Business Intelligence:
- Leverage BI and data analysis tools to gain actionable insights from campaign performance data.
- Analyze campaign data to identify trends, opportunities for optimization, and areas for improvement.
- Present data-driven recommendations to clients and internal stakeholders to guide decision-making and strategy refinement.
- Collaborate with the BI team to develop and implement reporting solutions that provide clear insights into campaign performance.
- Be absolutely and critically client-centric, listening to client's feedback on their end on how campaigns are going, as opposed to having "one-sided data blindness" from campaigns executed by Chili.
Reporting and Performance Monitoring:
Oversee the development and delivery of detailed performance reports to clients, ensuring accuracy and relevance.
- Analyze performance metrics and use insights to inform future strategies and ensure the success of campaigns.
- Ensure teams are delivering regular reporting on campaign performance, with actionable insights provided to clients.
Qualifications and Skills:
- Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
- Dominate advertising platforms such as Meta and Google Ads in an advanced matter.
- Experience with CRM automation and management.
- Business understanding on how digital marketing affects company growth.
- Remarketing and multichannel and multi-stage (hot, warm, cold visitors and leads re-engagement) funnel hands-on campaign auditing, configuration and improvement.
- Proven experience in a senior role managing PPC and SEO campaigns, ideally within a digital marketing agency.
- Strong expertise in digital campaign strategy, client management, and escalation procedures.
- Advanced knowledge of business intelligence and data analysis tools (e.g., Google Analytics, Tableau, Power BI).
- Exceptional leadership skills with a track record of managing and developing high-performing teams.
- Deep understanding of digital marketing KPIs and how to drive performance improvement through data-driven strategies.
- Strong communication, presentation, and client relationship management skills.
- Ability to manage multiple projects simultaneously in a fast-paced environment.
- Fluent in English; Spanish is highly desired.
Why Work at Chili?
Rewards You Deserve:
- Generous remuneration package.
- Collaborate with a strong, international dynamic team.
- Work side by side with talented individuals on always new and exciting projects.
- Fun, dynamic company that’s on the move!
Also:
- Extra holiday on your birthday
- Hybrid work system.
- Multinational and trilingual team.
We want Latin America’s top talent and we recognize that means investing in their knowledge. You’ll be amongst a highly engaged team of the country’s most talented digital marketers and growth experts, with solid prospects for upward mobility.
Let’s do great things together!
