Job Description
This is an exciting opportunity to coordinate and facilitate the tech success for the M&S account. We are looking for an experienced, proactive customer service led individual. The role is customer service first, driving our key principle of customer service excellence into Tech delivery. You will have a strong customer service background, with experience in account and project management.
You will work across Fashion, Home & Beauty, Food and Food packaging, forming strong relationships with the ITG account teams and key client stakeholders, bringing our Tech and customer services offerings together harmoniously. You will need to drive successful delivery of tech projects for existing clients and support continued usage and development of client platforms.
We are looking for a pro-active individual with a keen eye for detail who are equally capable of taking the initiative to drive internal process improvement projects as they are leading client meetings and demos as well championing our tech and always having a thirst for knowledge.
Requirements
- Exceptional organisational skills - you will need to ensure multiple projects/tasks remain on track at one time
- Great attention to detail - from end to end process testing the workflows to checking that all assets are correctly labelled in the asset library, the devil is in the detail in this role.
- Time and priority management - we don't micro manage at ITG, the ability to manage your own time and deliver quality with speed is essential
- Technically minded - whilst we're not expecting you to be able to configure your own platform we will need you to be able to understand workflow and process and quickly pick up the nuances of individual client platforms to provide the best service to our teams and clients
- Pro-active - we will need you to pro-actively seek out knowledge and understanding of all of our software
- Confidence - you'll need to be able to confidently respond to client queries in a fast paced environment and support on demos where required & internal ITG meetings
- Problem solving - you'll need to be able to understand and unravel problems to offer appropriate, advice, support and solutions
- Passion! Be passionate about our software and service offerings - we are a market-leader after all!
- You'll have a good understanding of data manipulation and advanced knowledge of excel
Your day to day responsibilities include:
- Asset Management including Asset Uploads & being Lead Librarian
- User Access management
- Bug Management and supporting on escalation
- POS Stock and Warehouse management including associated Stock feeds, C&H Stock levels
- Manage the delivery of C&H POS Docs to agreed critical path
- Training support where required across MASIE and MEDIA CENTRE including new user tech inductions
- Feed management across international feeds and Studio thumbnails
- Constantly support driving best behaviours/knowledge across our Tech usage
- Working closely with the MarTech Senior Account Manager, Senior Account Director & Customer Success Director to drive best behaviours/knowledge across our Tech usage
- Support delivery of all future MASIE deliverables alongside Senior Account Director
Benefits
Work's a treat!
On top of a competitive salary, you can expect a whole load of perks:
- 25 days' holiday + bank holidays - we understand the importance of you getting some down time
- Annual Wellbeing Day - enjoy an additional day on us to look after your physical and mental wellbeing
- Pension Scheme - helping you save towards your retirement home in the sun!
- Corporate Medical Cash Plan - claim back the cost of your medical treatments
- Smart Working Options - spend up to 40% of your working week from home
- So many savings - through our online community platform, you can access dozens of daily deals, from money off top brands to discounts on days out
- Employee Assistance Programme - our people are at the heart of everything we do, so if you're happy, we're happy
- Cycle to Work Scheme - save on the cost of biking to work
- Monthly Employee Awards - Employee of the Month programme with £250 bonus
- Raising money for charity including a paid Volunteer Day - we're all about giving back... and having lots of fun in the process!
- Referral scheme - know the perfect person to join the team? You could bag £1,500 for a putting a good word in
- Wellbeing Programme - giving you the opportunity to join regular, interactive Wellbeing Workshops or join our 30 plus Wellbeing Champions
- Enhanced Family Friendly Leave - support for you and your family to help you navigate through the craziness of family life
We Value Diversity
We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.
We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.
At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we're always stronger together.
ITG have a number of community groups (ERGs) available to employees which offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.
