Manager, Personalization Production
Movable Ink is a software company that provides marketers with technology and expert services to create unique customer experiences.
Job Description
As a Manager, Personalization Production in our Client Solutions group, you will work with some of the world’s best known brands, to help deliver AI powered, personalized content for their marketing communications. You will be responsible for managing a team which handles the delivery of marketing communications content using Movable Ink’s platforms. You and your team will work closely with our Client Experience team as well as directly with clients. The team will be responsible for all stages of a production build from brief through to final delivery and QA, you will ensure they are always following the best practices and processes in place to achieve a 0% error rate.You will act as an escalation point for your direct reports, helping them resolve any client/build specific challenges as well as overarching issues, such as managing their workload. You will also be an escalation point for Client Experience Managers and clients should there be any issues in the delivery or prioritization of work.
Responsibilities:
- Achieve and maintain a 100% success rate against our standard delivery SLA’s and a 0% error rate on tickets (not to fall below a 90% success rate against our delivery SLA’s or greater than 5% error rate)
- Manage the ticketing queue, ensuring all work is captured in our ticketing system, and implement strategies to ensure proper campaign setup and QA
- Lead team meetings, such as stand-up, to ensure that projects are completed within SLA and blockers are surfaced as early as possible
- Manage day-to-day escalations and troubleshooting of production issues
- Assist team members and CXM’s with understanding of how campaigns can be set up and targeted in our platform to achieve a desired outcome
- Be a champion for the professional development of your team through ongoing feedback, identifying opportunities for improvement and training, as well as recognizing their achievements
- Represent the interests of your team to the Solutions Delivery and broader Solutions Leadership group - ensure they have the appropriate resources and tools to do their jobs effectively in a manageable and scalable manner
- Manage performance reviews, 1-1’s and other people and performance management responsibilities
- Manage the hiring and recruiting process
- Collaborate with Product Managers and Engineers to provide platform enhancement recommendations that improve workflow and user’s campaign implementation experience
Qualifications:
- Commitment to excellence and scalability - you always strive to get the best from your team and ensure any practices or process implemented are manageable and scalable
- Must be able to multitask in a fast-paced ticketing system environment
- Must possess strong time management, follow-through and organizational skills
- Experience with CRM targeting strategy – logic segmentation, audience building
- Significant knowledge of Email service providers (ESP) and their common capabilities
- Solid knowledge of HTML, CSS and good understanding of Javascript/jQuery
As a Manager, Personalization Production in our Client Solutions group, you will work with some of the world’s best known brands, to help deliver AI powered, personalized content for their marketing communications. You will be responsible for managing a team which handles the delivery of marketing communications content using Movable Ink’s platforms. You and your team will work closely with our Client Experience team as well as directly with clients. The team will be responsible for all stages of a production build from brief through to final delivery and QA, you will ensure they are always following the best practices and processes in place to achieve a 0% error rate.You will act as an escalation point for your direct reports, helping them resolve any client/build specific challenges as well as overarching issues, such as managing their workload. You will also be an escalation point for Client Experience Managers and clients should there be any issues in the delivery or prioritization of work.
Responsibilities:
- Achieve and maintain a 100% success rate against our standard delivery SLA’s and a 0% error rate on tickets (not to fall below a 90% success rate against our delivery SLA’s or greater than 5% error rate)
- Manage the ticketing queue, ensuring all work is captured in our ticketing system, and implement strategies to ensure proper campaign setup and QA
- Lead team meetings, such as stand-up, to ensure that projects are completed within SLA and blockers are surfaced as early as possible
- Manage day-to-day escalations and troubleshooting of production issues
- Assist team members and CXM’s with understanding of how campaigns can be set up and targeted in our platform to achieve a desired outcome
- Be a champion for the professional development of your team through ongoing feedback, identifying opportunities for improvement and training, as well as recognizing their achievements
- Represent the interests of your team to the Solutions Delivery and broader Solutions Leadership group - ensure they have the appropriate resources and tools to do their jobs effectively in a manageable and scalable manner
- Manage performance reviews, 1-1’s and other people and performance management responsibilities
- Manage the hiring and recruiting process
- Collaborate with Product Managers and Engineers to provide platform enhancement recommendations that improve workflow and user’s campaign implementation experience
Qualifications:
- Commitment to excellence and scalability - you always strive to get the best from your team and ensure any practices or process implemented are manageable and scalable
- Must be able to multitask in a fast-paced ticketing system environment
- Must possess strong time management, follow-through and organizational skills
- Experience with CRM targeting strategy – logic segmentation, audience building
- Significant knowledge of Email service providers (ESP) and their common capabilities
- Solid knowledge of HTML, CSS and good understanding of Javascript/jQuery
