JIM HAGAN
Wheaton,Illinois
Summary
Dynamic leader with a proven track record at Teads, transforming customer experience across the Midwest and driving significant revenue growth. Expert in data analytics and team motivation, I've led teams to excel in client satisfaction and retention, achieving over $9M in quarterly revenue. Specialize in strategic problem-solving and collaborative leadership, ensuring operational excellence and innovative campaign strategies.
Overview
18
18
years of professional experience
Work History
Senior Director, Customer Experience, Midwest Region & New Business US
Teads
Chicago, IL
01.2024 - Current
- Develop and execute comprehensive customer experience strategies to enhance client satisfaction and retention
- Lead and mentor a team of Account Managers, ensuring excellence in client service and campaign execution, while overseeing the management of approximately $9M in average quarterly revenue in 2024
- Oversee onboarding and training processes, ensuring seamless adoption of Teads' platform and best practices
- Analyze customer feedback and campaign performance metrics to drive optimization and process improvements
- Collaborate with cross-functional teams (Sales, Product, Engineering, and Operations) to enhance overall customer experience
- Define and track KPIs including quarterly revenue attainment, CRM pipeline maintenance, account growth, retention, and churn
Director, Customer Experience, Midwest Region
Teads
Chicago, IL
08.2021 - 12.2023
- Built and scaled the Midwest Customer Experience team from 5 to 11 members within the first few months
- Led a complete overhaul of processes, improving efficiency and fixing broken workflows
- Fostered a strong team bond, resulting in high employee retention and a more collaborative relationship with Sales
- Established strong partnerships with regional Sales Leadership, enhancing cross-functional alignment
- Built and maintained strong client relationships, acting as a strategic advisor for advertising solutions
- Designed and implemented campaign strategies focused on audience targeting, creative optimization, and KPI maximization
- Led a team of customer success managers, fostering a culture of collaboration and performance excellence
- Managed campaign execution, troubleshooting issues, and providing post-campaign analysis to ensure continuous improvement
- Provided valuable client insights to internal teams for product development and service enhancements, leading to improved campaign performance, stronger client retention, and a measurable increase in revenue growth
Director, Digital Strategy
NSA Media
Downers Grove, IL
11.2018 - 07.2021
- Lead the agency’s digital team in strategy & media development across various digital touchpoints in support of client objectives
- Drive the advancement of organization’s digital approach & redevelopment of value proposition within the marketplace
- Oversee all components of digital practice including planning, execution, reporting, measurement, & insights
- Support the growth of internal tools, analytics, data & insights for strategic application in client media activations
- Aid in business development pitches & organic growth of existing client business
- Enhance media investment strategy by developing strategic partnerships & growth of internal tools
- Responsible for internal education & knowledge advancement of digital media landscape
Associate Director, Programmatic
Spark Foundry
Chicago, IL
11.2017 - 10.2018
- Led team of Managers, Senior Analysts, & Analysts to execute programmatic media across 12 clients
- Oversaw strategy & presentation of digital media plans across brands such as Sherwin-Williams, Nature’s Way, Dole, & REI resulting in annual programmatic media spend of over $40 million
- Led internal & external programmatic education courses to develop both agency & brand knowledge of landscape resulting in strengthened agency-client relationship
- Aided in gathering data exploration & research to develop client analytical measurement plans to drive KPIs & brand growth
- Developed direct reports’ programmatic expertise & careers aiding in individual growth & advancement
- Supported client e-commerce efforts, creating strategic initiatives to drive return on ad spend, including the use of data management platforms, dynamic creative messaging, & multiple targeting triggers
- Promoted product launches & re-branding efforts on behalf of clients successfully providing an increase in brand awareness & purchase rate as measured by third parties
- Developed innovative audience attributes to gain target audience insights for clients & inform future strategic efforts
Manager, Programmatic
Spark Foundry
Chicago, IL
06.2016 - 11.2017
Account Manager, Campaign Management
NSA Media
Downers Grove, IL
09.2015 - 06.2016
Senior Account Executive, Campaign Management
NSA Media
Downers Grove, IL
09.2013 - 09.2015
Account Executive, Campaign Management
NSA Media
Downers Grove, IL
03.2012 - 09.2013
Senior Placement Coordinator
NSA Media
Downers Grove, IL
07.2008 - 03.2012
Placement Coordinator
NSA Media
Downers Grove, IL
01.2007 - 07.2008
Education
Bachelor of Arts - Communications
University of Illinois At Urbana Champaign
Urbana, IL08.2006
Skills
- Culture transformation
- Core values management
- Team building and motivation
- Data analytics
- Team building
- Team management
- Reporting expertise
- Pipeline development
- Organizational development
- Collaborative leadership
- Practice operations management
- Key performance indicators
Timeline
Senior Director, Customer Experience, Midwest Region & New Business US
Teads
01.2024 - Current
Director, Customer Experience, Midwest Region
Teads
08.2021 - 12.2023
Director, Digital Strategy
NSA Media
11.2018 - 07.2021
Associate Director, Programmatic
Spark Foundry
11.2017 - 10.2018
Manager, Programmatic
Spark Foundry
06.2016 - 11.2017
Account Manager, Campaign Management
NSA Media
09.2015 - 06.2016
Senior Account Executive, Campaign Management
NSA Media
09.2013 - 09.2015
Account Executive, Campaign Management
NSA Media
03.2012 - 09.2013
Senior Placement Coordinator
NSA Media
07.2008 - 03.2012
Placement Coordinator
NSA Media
01.2007 - 07.2008
Bachelor of Arts - Communications
University of Illinois At Urbana Champaign
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