Location
Chennai | India
Job description
Content Manager
Chennai, India
The Fulfillment Manager: Content will be responsible for overseeing the content writing fulfillment team within the Marketing Services business unit of Vendasta. They will be responsible for the management, growth, and training of this team which covers fulfillment of both shortform and longform content across, social media posts, web copy, and blog content. A successful Fulfillment Manager will have extensive experience in a customer service role and a passion for providing the highest level of support, quality delivery of the services purchased and service delivery at all times, while also coaching and helping their team to do the same.
The candidate for this role is expected to have experience and shown competencies in training new team members in social media best practices in producing quality content, upskilling writers who have been in the marketing industry for 6+ months, as well as experience conducting performance management for under-performing team members.
This role is best suited for candidates who would be comfortable maintaining an environment of pressure without creating stress, and leading with kindness and compassion.
Your Impact:
- Deliver Social Content fulfillment services within given service level expectations to help SMBs reach their digital marketing goals.
- Lead a team in writing excellent, target market-related copy for social media and longform content platforms.
- Assist with the resolution of customer issues as they pertain to the writing fulfillment suite and associated products
- Drive improvements to processes and techniques
- Work with team members on escalations, which includes joining calls as a leadership representative
- Analyze team statistics, KPIs, and compile accurate reports with actionable outcomes based on the data
- Oversee and monitor tasks as they pertain to the writing fulfillment suite, and ensure timely completion of tasks
- Maintain an orderly workflow according to priorities
- Manage and motivate team to achieve SLEs and provide great service to our partners and customers
- Support a positive and professional learning environment
- Facilitate the ongoing training of team members as needed to help them perform their duties at the highest level
- Complete weekly 1 on 1's with team members and report team development
- Identify partner opportunities and common friction points to help partners grow and help local businesses find success with their digital presence
- Identify growth opportunities within the writing fulfillment suite and work with internal and external stakeholders to improve the product offering
- Stay current with social media trends and the newest feature releases from Vendasta's O&O products and platform.
- Seamlessly integrate workflows and processes with the overseas counterpart and optimize teams to be a global fulfillment team.
What You Bring to the Table:
- Proven experience in a leadership role & strong leadership skills with ability to motivate team members
- Ability to translate skills to other employees through coaching
- Ability to multitask, be decisive, and remain calm under pressure
- Exceptional interpersonal, customer service, communication, and conflict resolution skills
- Knowledge of management principles and familiarity with company products, services, and policies
- Proficiency with the necessary technology (computers, software applications, phone systems, etc.)
- Proficiency with Vendasta O&O products, including but not limited to Vendasta Task Manager, Social Marketing, etc and the overall Vendasta platform considered an asset.
- Proven work experience as a copywriter or similar role
- Hands-on experience using various social media platforms and industry knowledge on the latest social media trends.
Responsible for the following KPIs:
- # Posts Completed by team
- Word Count completed by team
- Team Utilization Metrics
- Quality Assurance Metrics
- Days to Delivery
- Overdue Tasks
About Vendasta:
So what do we actually do Vendasta is a SaaS company composed of a company of global brands including; MatchCraft, Yesware and Broadly, that builds and sells software and services to help small businesses operate more efficiently as a team, meet more client needs, and provide incredible client experiences. We have offices in Saskatoon, Saskatchewan, Boston ad Boca Raton Florida and Chennai, India.
Perks:
- Benefits - Health insurance
- Paid time offs
- Training & Career Development - Professional development plans, leadership workshops, mentorship programs, and more!
- Free Snacks, hot beverages, and catered lunches on Fridays
- Culture - comprised of our core values: Drive, Innovation, Respect, and Agility
- Provident Fund
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