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 RoleWe're looking for a team player to join as a Deliverability Consultant on our talented Messaging Operations team. This role will provide strategic help to our customers and internal stakeholders, and assist with Dotdigital's anti-abuse efforts. The work completed will be key in making sure customers are getting the most from their email programs and the Dotdigital platform is performing optimally by encouraging best practices. We're looking for someone who's able to handle critical operational functions; building ramp ups/warming strategies, providing consulting, responding to tickets and helping educate.
This position plays an important role both internally and externally. The role will primarily support our JAPAC timezone colleagues and customers, but Messaging Operations is a global team and so all Consultants are expected to facilitate all regions. Applicants based in Australia, Singapore or Japan are strongly preferred.
Complete operational tasks such as building ramp ups, handling inbound customer support requests (via Zendesk) and handling compliance. Responding timely to all inbound requests and keep customers updated accordingly. Provide consulting to customers who are experiencing deliverability challenges. Proactively identify opportunities to recommend deliverability consulting and communicate to the account owner/manager. Assist the global sales organization with RFPs and other needs during the sales process. Champion Messaging Operations through internal advocacy, demonstrating and communicating the value of email deliverability expertise within the JAPAC region and wider business. Represent Dotdigital at industry events and in community forums, creating new industry relationships and building on the reputation of our Messaging Operations team. In collaboration with the entire team, develop and maintain deliverability best practice standards, and communicate these in the form of written documentation. Stay current with applicable industry trends and best practices. Strive to be an expert in the Dotdigital platform as well as deliverability toolsets used. About You 1-2+ years of experience in email deliverability; either at an ESP or using an ESP brand-side is preferred but not required. Detailed knowledge of factors affecting email deliverability. Able to troubleshoot technical issues affecting email delivery and deliverability. Knowledge of the Microsoft office suite; particularly Excel. Proven customer-facing experience with strong communication skills. Able to interpret customer problems, independently research using available resources, and apply practical solutions. Manage client expectations appropriately and communicate progress back effectively. Able to prioritize competing tasks, handle responsibilities with a sense of urgency, take accountability, and operate with transparency. Willing to work with customers in multiple time zones and be flexible with the working schedule. Don't worry, personal time is important and the flexibility extends both ways. Understand the importance of documentation; both using it and writing it. A creative thinker and problem solver who's happy to step outside their comfort zone and excited to nerd out about deliverability with us. A team player committed to adapting priorities for the success of the whole team. We really want to hear from you if you also have:
Working knowledge of DNS - especially SPF, DKIM and DMARC. SMS or other digital messaging knowledge outside of email. Experience with: Kibana, Splunk or similar. Zendesk or similar. Monday.com or similar. Why UsDon't just take our word for it - hear what your future colleagues have to say about working in our team:"I love being part of a team of smart, funny, and dedicated email and mobile messaging geeks, with the support of a business where leadership really understands and values the importance of the work we do."Tam - Head of Messaging OperationsInterview Process 15min Screening Call with Team Talent. Interview 1: 30min conversation with a team member to quiz your deliverability knowledge. Interview 2: 1hr conversation with Messaging Operations leadership diving deeper into your expertise. Interview 3: 1hr conversation with leadership to make sure we're a perfect fit for each other. Some of Our Global Benefits Parental leave. Medical benefits. Paid sick leave. Dotdigital day. Share reward. Wellbeing reward. Wellbeing Days. Loyalty reward. DEI 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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