Life at Near: Ella’s Mindset on Customer Satisfaction

When people think about customer satisfaction, they usually picture spreadsheets, KPIs, or templated emails. But for Ella, it’s something deeper. As Near’s Senior Campaign and Client Services Manager (and Employee #1, if you ask) she’s helped define what customer satisfaction really looks like in a modern digital marketing agency: empathy, grit, and a whole lot of heart.

In the fast-paced world of marketing and client servicing, Ella has created a space where relationship-building, execution excellence, and team growth go hand in hand. 

This is her Life at Near.

Starting from Sales, Growing into Campaigns and Mentorship

Ella’s Near story didn’t begin in client services. Surprisingly, she started in Business Development at the height of the pandemic: her first foray into sales, at a time when brands were slashing budgets.

It wasn’t the easiest starting point, but it helped her build the skills that now define her leadership style. According to Ella, her time in business development taught her a lot about strategy and nurturing relationships which is the foundation that proved essential as she transitioned to account and project management: where she discovered her natural strengths.

Today, what drives Ella is twofold: the high of seeing campaigns succeed and the quiet pride of mentoring her team. “I love meeting and connecting with our clients and seeing our campaigns come to life and drive real business impact,” she says. She also enjoys mentoring Near campaign managers, watching them grow both personally and professionally by overcoming challenges which fills her with so much pride and fulfillment.

One of her proudest milestones? Leading Spotify Wrapped 2024 in the Philippines. It was the biggest campaign Ella ever managed. Despite a limited budget, they exceeded engagement targets because of their strategic planning and execution. She felt incredible to be part of something that iconic.

At the core of Ella’s leadership is grit and resilience. She still admits to getting scared, worried and anxious, even making mistakes. But she doesn’t give up. That mindset has helped her lead the team through setbacks and to keep moving forward.

But reflecting on her early doubts in Sales, Ella recalls a key moment: “I told Roxi [Near’s CEO] I wasn’t confident in my skills. I’m more of a listener than a talker. She said, ‘What you think is a weakness might actually be your strength.’ and for Ella? That reframed everything.

That deep listening, paired with empathy, became her superpower in helping her understand client needs and guide her team with intuition. This is one of the core skills they nurture in the Accounts team, so that all clients feel seen, heard, and taken care of.

The Culture that Builds You

Ask Ella what makes Near different, and she points to one thing: the people. For her, it’s a privilege to work alongside some of the smartest, most hardworking, and genuinely kind individuals she’s ever met. The company’s culture: built on trust, transparency, and open communication, is what she believes keeps the team strong.

That culture, she says, has shaped not just her professional growth but her personal development as well. Over the years, she’s had the chance to work on campaigns with global brands like Spotify, Dyson, and Dolce & Gabbana. But more than that, her experience at Near has helped her become a better communicator, listener, and leader.

For the Ones Looking for What’s Next

For those seeking a job or their first step in the industry, Ella has two big pieces of advice:

1. Find a good mentor: People get caught up on the company name and perks, but having a great mentor can change everything. Ella went from “unemployed and unskilled in 2019” to where she is today because she knew her bosses believed in her and helped her grow.

2. Be picky about company culture: Ask yourself if the company’s values align with yours because there is a difference between dreading your job and finding a job that uplifts you.
   

And if she had to sum up her life at Near in one word, it would be growth. Near helped Ella get closer to her dream of traveling the world. With the agency’s hybrid setup and results-oriented culture, she’s had the freedom to work from anywhere. Since 2023, she’s spent part of each year working remotely from Bali. She’s also joined team trips to Bohol, Tokyo, Bangkok, and more, where they blended work with meaningful experiences beyond the usual office setup.

Her mindset on customer satisfaction? It’s never just about metrics. It’s about people: clients, teammates, and the self you're becoming while doing the work.

And if you’re thinking of taking a step nearer to work that challenges and fulfills you, explore opportunities to grow with us here: nearcreative.co/careers