Team Lead, Jobs

Team Lead

Business Support
Ref: 2856 Date Posted: Monday 22 Feb 2021
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Team lead - Operations Support, Belfast £28-30K

Global content and capabilities platform operating within Commercial sectors require a Client Service Champion in Belfast.

Working in this Software development business you’ll be switched onto the world of retail, marketing, technology and loyalty. You’ll be looking for a company that offers genuine opportunities for career progression with flexible working hours and a collaborative culture.

 

The Team Lead for Service & Operations will be responsible for;

 

  • Redemption Partner On-boarding
  • Offer Briefing & Set Up
  • Campaign Execution
  • Direct Client / Customer Service Support
  • Quality Control
  • Operationalising New Technology, Products and Services

 

They will be the in-house expert on all communication channels including email, SMS and mobile, the member base and levels of engagement within the programmes.

Responsibilities

  • Manage a team of Operational experts responsible for;
    • Offer Briefing and Set Up
    • Liaising with internal teams to ensure deadlines are adhered to and offers are confirmed with adequate timing and in line with agreed business rules
    • Accuracy of data entry for all offer details using Reward’s platform
    • Developing and maintaining a close working relationship with the Client Services and Publisher teams
    • Manage own and the teams workload in an efficient and timely manner
    • Identifying process loopholes / enhancements and suggesting where improvements can be made
    • Digital code stock management
    • Efficiently delivering digital redemption resends using the email platform

 

  • Conduct regular quality checks to identify any issues or inconsistencies
  • Focus on reducing the amount of customer impacting issues
  • Operating a ‘right first time’ policy
  • Campaign Execution (Programme Newsletters, Service updates)
    • Manage response data for tactical email campaigns to help post-campaign results and lessons.
    • Own the entire email process, working closely with the ESP to ensure integration of email signup process throughout the website and external sources.
    • Work closely with development teams to ensure all email preference changes are updated
    • Lead the timely execution of email programmes, working closely with internal and external stakeholders.
    • Manage the scheduling, testing and deployment of all customer email campaigns, so code-driven emails are applied correctly and deliver accurate results. 
    • Liaise with clients and SFD (email provider) to build emails as required by the client and use expertise to steer functional and creative design
    • Ensure briefs to SFD are thorough, clear and consistent
    • Ensure email templates are optimised for mobile and render correctly across major email clients, web browsers and devices
    • Raise any build issues with Marketing Manager and troubleshoot as necessary
    • Compile and distribute email reporting, including results, analysis and recommendations resulting from test & learn plans
    • Manage email hygiene processes with the ESP to ensure email database is healthy.
  • Own the Email QA process
  • Improve email efficiency
  • Own the monthly MI reporting for Service and Operations

Key Skills

Essential

  • Broad Industry Knowledge: An Email expert but strong knowledge of the retail, loyalty and payments industries
  • Experience in stakeholder management to senior executive level
  • A team-oriented, personable and out-going attitude and the ability to develop relationships with staff members of all levels of experience across the organisation
  • Has a desire and ability to quickly become the subject matter expert on product features
  • Analytical mind set, good with numbers and v. proficient in Excel/Visio
  • Attention to detail and accuracy as well as having mental agility and stamina
  • Creative flair for solutions as well as keen eye to spot a broken process/loophole
  • Good administrative skills and the ability to manage multiple tasks simultaneously
  • Good organisational skills, including strong process skills and detail-orientation
  • Totally trustworthy, reliable and honest

Desirable

  • Educated to Degree level 2:1 or above
  • Experience in a Platform business that has scaled to meet the demands of exponentially increasing buyers and sellers is strongly preferable
  • Able to bring a toolkit of techniques/methodologies learned and tested over time
  • Appreciation/knowledge of the Product Management discipline
  • Experience in business planning/forecasting

Benefits

  • Annual leave: 25 days annual leave per year, plus they close between Christmas and New Year!
  • 4% employee and employer pension contributions
  • Private medical insurance: Vitality cover that extends to immediate partner and dependants
  • Flexible working hours

 

Apply
Sarah will be in touch soon.