About UsThe Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.About the RoleOnboard customers to help them achieve Business as Usual in the most efficient way possible. This work will encompass:Drive onboarding progress through daily outbound calls and emailsOverseeing the setup of their account and switch-on of features and functionsProject management of onboarding and implementation for new customersEnsure customer satisfaction throughout the onboarding and implementation processUpdating our project management tools to ensure the current status is reflected at all times and can be communicated to other teamsCapturing and documenting the specifics of the implementationSetting up the customer's accounts in line with their requirementsBriefing colleagues in other teams to help deliver larger or more complex pieces of workWork with the other members of our Professional Services, Sales and Customer Success teamsProvide help and advice to customers using Dotdigital's products and servicesAct as the central point of contact for the customer throughout their onboarding journey.About YouRequired2+ years' experience in a customer facing role in a digital environment2+ years' experience managing projects in a client facing environment2+ years' experience onboarding customers to digital/SAAS platforms2+ years' experience working in, or with, either Ecommerce, Personalisation or Digital Marketing rolesExperience working on multiple simultaneous cross-team projectsExperience working on multiple team projectsAbility to understand complex requirements and document themExperience working in a digital, personalisation, ecommerce or email marketing roleExperience working with international brandsAbility to work to tight deadlines with changing prioritiesAbility to manage multiple projects simultaneouslyFantastic attention to detail – especially when working under time pressureHard working, enthusiastic, passionate about digitalProactive and confident, and able to build credible relationships with customers and their agenciesBe a strong Excel userStrong oral and written communication skillsPrior experience working with HTMLBeneficialExperience using or exposure to Salesforce CRM, Microsoft Dynamics, Adobe Commerce (Magento), Shopify and Salesforce Commerce CloudMonday.com or project management tools knowledgeWorking in a SaaS environmentStrong PowerPoint skillsPrior experience working with or exposure to JavaScriptProject management accreditation such as PRINCE2Project management accreditation such as PRINCE2 or PMIWhy UsAs a company Dotdigital makes you feel valued and takes your experience and opinions into account when working on improvements to all aspects of system, processes, and culture within the company. The diversity of the client base you work with through the onboarding process produces a fantastic environment to learn, grow and develop professionally which helps evolve the role into your own to give the best possible experience for every customer you work with within your own flair.Chris Mitchell - Implementation ManagerInterview Process15min Screening Call with Team TalentInitial conversation with Implementation Manager and Onboarding and Managed Services ManagerInterviewee will be provided with a scenario prior to the interview and will be asked to present for 20 minutes at the final interview. Interview will be with IM, OMS Manager, PS Director and HRSome of Our Global BenefitsParental leaveMedical benefitsPaid sick leaveDotdigital dayShare rewardWellbeing rewardWellbeing DaysLoyalty rewardDEI commitmentAs an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.Legal statementNo agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.
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