MCS Account Director

The MCS Account Director will lead the strategy and manage the day-to-day Spanish content ‘transcreations’ and design work for the agency’s largest telecom/mobile Client (Charter/Spectrum) across all their business areas from marketing materials to customer service, retention, retail, billing, operations, sales, and customer journey including emails, chat, tutorials, website and CX/UX.

• While language focus is Spanish, other language translations are also included
• Majority content deliverables but also includes art direction and video production

The MCS department is fairly new for Charter/Spectrum and the agency (since 2022) with an agency base team of (7) people, now expanding to (10) including this position. This centralized unit ensures a consistent, holistic customer-centric in-language experience for all customer-facing communications. We lead, manage and execute a breadth of Spanish/Bilingual content, assure quality control and timely delivery of all projects, manage and update the glossary of consumer, category and business nomenclature, proof, vet and edit other translator agencies’ work and help Clients finetune the workflows and practices.

• Linguistic Context: This is about Transcreations/Adaptations, NOT Literal Translations. We need someone who has an understanding of the English source content meaning, context, syntax and tone, to be able to evaluate it correctly across the complexities of U.S. Hispanic consumers and their countries of origin. Key: knowledge of the universal Spanish-language is key (no colloquial/dialects), verbiage with no foreign equivalent: Tech Terms (e.g., Stream, 5G), Spanglish, and use of “Tú” vs. “Usted” pronouns.
• Agency NLP Tools: We have 7+ years with Spectrum on our WordFast Pro Cat Tool, which we use as a starting point to translate all MCS content, then our copywriters vet, edit, and enhance the content to assure it is properly transcreated in a consistent, neutral, in-context Spanish aided by our glossary and style guide. We’re always testing new AI tools and considering SmartCat as it has a robust, user-friendly, customizable platform.

IDEAL FIT AND ENVIRONMENT

Ideal candidate is a proactive problem solver with Hispanic linguistic, cultural, and marketing experience, a “can do” attitude, with both strategic and executional expertise who works well in a high-energy, fast-paced team environment to effectively lead, manage and grow this dept. Able to develop presentations, communicate and write clearly, and present effectively both internally and to the client. This role requires multi-tasking, flexibility to client requests and changes, completing all tasks on a timely basis, computer, PM and AI skills, and knowledge of the telecom/mobile category is ideal. Being both a team player and self-starter are required. Equally comfortable in a lean entrepreneurial agency and client corporate environment. We are looking for the right fit, so the level can vary. This is not a 9 to 5 job, but definitely flexible.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Primary Client/agency contact and leader guiding the current and future state of the Agency MCS department working closely with Project Mgmt. and Creatives
• Accountable for meeting client needs and relationships and ensuring quality service
• Providing guidance to team on tracking of activity, workflow, category, and Charter/Spectrum nomenclature and glossary
• Analyzing client information and strategies and guiding the approach
• Understanding and identifying AI tools/systems, new strategies and workflows for continued improvement and to fit the different Client depts. needs
• Developing thoughtful decks and presenting them to client
• Ability to think through and innovate to expand revenue
• Meetings to discuss and clarify on briefs, client requirements, deadlines and budgets
• Adept and/or willing to learn using AI tools for concepting and translations workflow
• All normal Account management skills
• Proficiency in culture, writing, proofing and accuracy to lead the team
• Effectively communicating with clients, copywriters and proofreaders
• Being willing and able to travel as required

REQUIRED QUALIFICATIONS, SKILLS AND EXPERIENCE

• 7+ years’ experience leading or developing a comprehensive “Translation” or Related Account Management department
• Possess management and problem-solving skills, flexibility and adaptability, organization skills and attention to detail
• Must have strong leadership skills and experience managing a team
• Experience with a Telecom/Mobile is extremely desired
• Proven communication, organizational and time management skills
• Excellent attention to detail and writing and presentation skills
• Marketing, Translation Degree at BA or Masters’ level (or similar qualification)
• Native level Spanish & English language skills plus linguistic and cultural understanding
• Proficient with CAT and AI/ML NLP tools (natural language processing), Microsoft Office Suite including Word, Outlook, PowerPoint and Teams, and Project Mgmt. systems (Net Suite, Ziflow, Asana or the same)
• Able to juggle multiple projects in a demanding but highly collaborative environment

BENEFITS

Comprehensive benefit packages, including medical/dental/vision, supplemental life insurance, short term disability, long term disability, company match 401(k)/Roth, paid vacation, paid maternity/paternity leave, flexible office and work-from-home schedule

This job description is not intended to be a complete listing of all the job duties required of this position, but to provide information on the general scope of the position