KENZIE REEVES

• Manage a team of 4 full-time and 15 freelance Media Analysts based in Berlin, the U.S
• And Asia, delivering support to Meltwater’s key enterprise clients in North America
• Oversee daily operations, including planning, directing, delegating, and coordinating team workflow to ensure efficient and seamless task execution
• Manage project delivery for newsletters, encompassing scoping, onboarding, and maintaining alignment throughout the contract lifecycle
• Ensure accuracy in analytical processes, enhancing stakeholder satisfaction and fortifying client relationships
• Delegate and manage projects within the analyst team, guaranteeing timely and precise delivery of insights
• Partner with Sales Ops, Customer Success, and other business units to scope and quote prospective projects, providing essential input on requirements, supporting the estimation process, and maintaining collaboration throughout the contract to ensure alignment and address evolving needs
• Participate in the hiring process, from interviewing and selecting candidates to onboarding and training new team members.

• Managed a team of three full-time (consisting of senior and lead) and 14 part-time Media Analysts, who provided critical curation services by analyzing data streams from media channels to assess the impact of brand marketing, public relations, and social media outreach campaigns
• Serviced the requirements of top-tier clientele by providing comprehensive media monitoring services
• Managed day-to-day operations, including planning, directing, delegating and coordinating team workflow
• Ensured precision in analytical processes, contributing to high stakeholder satisfaction and strengthened client relationships
• Conducted end-to-end hiring process, from interviewing and selecting candidates to onboarding over 50 new analysts
• Ensured critical weekly and daily deadlines were met
• Offered analysts continuous support and mentoring
• Collaborated closely with outsourced vendors, providing training to these analysts while fostering strong relationships
• Worked alongside the Sales Ops team, assisting with scoping and quoting for prospective projects by providing valuable input on the project requirements, and contributing to the estimation process.
• Acted as a point of contact for client inquiries and concerns related to deliverable quality, promptly addressing issues and proactively proposing solutions.

ACHIEVEMENTS

• Refined analytical processes and drove team excellence, leading to the growth of the Australasia Insights Services division.
• Played a crucial role in the Australia/New Zealand Insight Services team, more than doubling in size over time due to increased business growth.
• Established, managed and continually promote Employee Engagement Programs, resulting in a positive work culture.
• Successfully implemented Key Performance Indicators (KPIs) to measure team performance and set benchmarks.
• Created and actively manage employee induction program for new analysts, providing in-depth training on the daily curation process for newsletters; covering media analysis techniques, content curation strategies, and the utilization of relevant tools & platform

• Successfully led two separate analyst teams (Government and Business clients) and played a key role in consolidating them into one unified team
• Developed and maintained strong client relationships
• Provided mentorship and leadership to over 12 analysts, while leading quality assurance efforts for complex daily deliverables, ensuring accuracy, consistency, and adherence to client specifications
• Gained an excellent understanding of the global media landscape.

• Built on existing duties as a Media Analyst by working on over 10 complex newsletters daily and assumed leadership responsibilities
• Mentored and trained new analysts.

• Worked with the team of analysts in NZ alongside the Client Success team in the Australian offices, providing critical curation services built upon the client's monitoring needs, while ensuring customer satisfaction
• Analyzed data streams from multiple media channels to measure the impact of clients' brand marketing, public relations, and social media outreach campaigns
• Manually curated daily newsletters and provided outside insights that kept the client informed in their specified areas.

• Demonstrated strong customer service skills by assisting and addressing customer needs
• Assumed supervisory duties at times, showcasing leadership abilities by overseeing team members and ensuring smooth store operations
• Managed customer conflicts and resolved issues promptly.