About Us

The 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 Role
• Onboard 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 emails
• Overseeing the setup of their account and switch-on of features and functions
• Project management of onboarding and implementation for new customers
• Ensure customer satisfaction throughout the onboarding and implementation process
• Updating our project management tools to ensure the current status is reflected at all times and can be communicated to other teams
• Capturing and documenting the specifics of the implementation
• Setting up the customer’s accounts in line with their requirements
• Briefing colleagues in other teams to help deliver larger or more complex pieces of work
• Work with the other members of our Professional Services, Sales and Customer Success teams
• Provide help and advice to customers using Dotdigital’s products and services
• Act as the central point of contact for the customer throughout their onboarding journey.

About You

Required
• 2+ years’ experience in a customer facing role in a digital environment
• 2+ years’ experience managing projects in a client facing environment
• 2+ years' experience onboarding customers to digital/SAAS platforms
• 2+ years' experience working in, or with, either Ecommerce, Personalisation or Digital Marketing roles
• Experience working on multiple simultaneous cross-team projects
• Experience working on multiple team projects
• Ability to understand complex requirements and document them
• Experience working in a digital, personalisation, ecommerce or email marketing role
• Experience working with international brands
• Ability to work to tight deadlines with changing priorities
• Ability to manage multiple projects simultaneously
• Fantastic attention to detail – especially when working under time pressure
• Hard working, enthusiastic, passionate about digital
• Proactive and confident, and able to build credible relationships with customers and their agencies
• Be a strong Excel user
• Strong oral and written communication skills
• Prior experience working with HTML

Beneficial
• Experience using or exposure to Salesforce CRM, Microsoft Dynamics, Adobe Commerce (Magento), Shopify and Salesforce Commerce Cloud
• Monday.com or project management tools knowledge
• Working in a SaaS environment
• Strong PowerPoint skills
• Prior experience working with or exposure to JavaScript
• Project management accreditation such as PRINCE2
• Project management accreditation such as PRINCE2 or PMI

Why Us

As 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 Manager

Interview Process
• 15min Screening Call with Team Talent
• Initial conversation with Implementation Manager and Onboarding and Managed Services Manager
• Interviewee 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 HR

Some of Our Global Benefits
• Parental leave
• Medical benefits
• Paid sick leave
• Dotdigital day
• Share reward
• Wellbeing reward
• Wellbeing Days
• Loyalty reward

Application deadline

Please apply for this role before April 29th 2024

DEI commitment

As 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 statement

No 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.