ICP is a global leader in Content Operations, partnering with some of the world's most recognizable brands, including Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna. Our expertise spans content management, logistics, creative operations, production, and digital commerce enablement, ensuring a seamless flow of content across all systems and channels. We empower brands to achieve operational excellence and confidently manage their content. Content confidently.
With offices in Atlanta, London, Mexico City, Mumbai, and Shanghai, we operate on a global scale, delivering world-class solutions that drive exceptional business outcomes.
Who We Are
At ICP, our values define us: we are Curious, Focused, Creative, Trustworthy, and Inclusive.
We're A People First Company
At ICP, we provide benefits that matter to our people and enable us to be engaged both in and outside of work. We foster a culture where work/life balance is nurtured and encouraged, offering hybrid working, generous paid time off, paid holidays, volunteer time off, and Summer half-day Fridays. We also take care of our people with competitive medical, dental, and vision benefits, mental health support, and a robust savings plan.
Bring the Confidence
Are you a relationship-focused, driven professional with a growth mindset? Do you thrive on breaking through challenges and excelling in competitive environments? You're not expected to have all the answers, but your passion for uncovering solutions and building strong partnerships makes you the perfect fit for this role. We’d love to hear from you!
We are seeking a detail-oriented and organized Relationship Manager to join our dynamic Managed Content Services team. The Relationship Manager is responsible for the planning and execution of client engagement projects and workstreams. This role involves working closely with cross functional professionals to ensure seamless execution of projects supporting content management and logistics and digital shelf. This role will focus on providing relationship management services as an integral function in day-to-day Martech content operations.
With a market focus, this role is responsible for serving as the key point of contact between users, market, and the service provider, ensuring user satisfaction, aligning services with market demands, and managing escalations. Bridging the gap between the business and its clients, driving value by supporting key content management capabilities while ensuring processes are adhered to and expectations are managed.
The ideal candidate will have excellent communication skills, a proactive attitude, and the ability to manage multiple tasks in a fast-paced environment.
KEY RESPONSIBILITIES
* Act as a liaison between teams (both internal, client) to facilitate clear communication and alignment.
* Ability to respond and manage end user support aligned to support governance framework
* Co ordinate and deliver training
* Communicate release calendars and manage local release projects.
* Support content management and digital shelf activities, ensuring consistent and accurate execution.
* Track progress, prepare reports, and communicate updates to stakeholders.
* Identify and resolve potential roadblocks to keep user satisfaction on track.
* Foster collaboration across cross-functional teams to drive adoption success.
* Support the implementation of technology tools and configuration processes as needed.
* Provide regular performance reports and feedback.
* Monitor project progress, assess risks and issues,
* Develop and maintain performance and engagement reporting data
HOW YOU WILL MAKE AN IMPACT
* Relationship Management
* Managing interactions between stakeholders, ensuring strong communication, and maintaining business relations.
* Focus on ensuring user satisfaction, fostering positive relationships to meet market and regional expectations.
* Act as the main point of escalation for issues that fall outside the scope of the service catalog or when the service desk is unable to resolve user concerns.
* Service Request Management
* Handle requests that fall outside standard processes by capturing and promoting adherence to catalog-defined processes.
* Release & Change Management
* Communicate release calendars and manage local release projects.
* Validate release plans and localize and deliver communications and training materials to maintain satisfaction during service updates.
* Performance Monitoring & Reporting
* Ensure adherence to service-level agreements (SLAs), monitor performance, and escalate issues as necessary.
* Provide regular performance reports and feedback.
* Training & Knowledge Management:
* Ensure that users are adequately trained and that knowledge repositories are updated and localized as needed.
* Coordinate training materials and ensure regional alignment with global knowledge assets
* Support Team Leads in documenting project and engagement best practices.
* Support implementation of best practices.
* Listen, learn, and adapt to changes in the business’ needs.
* Facilitate effective communication among team members.
SKILLS & QUALIFICATIONS
* Able to work both independently and as part of a team
* Strong communication skills with the ability to engage multiple stakeholders, from end-users to senior business leaders.
* Problem-solving: Ability to navigate complex service environments and resolve issues swiftly to maintain satisfaction across various regions and markets.
* Project Management: Ability to coordinate and manage local projects related to service releases, ensuring timely delivery and adherence to objectives.
* Familiarity with content management platforms (DAM) and their deployment, operation, and troubleshooting.
* The ability to multi-task with an interest in all aspects of the role
* Subject matter expert in appropriate fields
* Excellent verbal, written and presentation skills
* Rigorous attention to detail
* Strong understanding of media channels and file formats used by the client
* Media and technology agnostic, while displaying an affinity and passion for the industry
* Affinity to learn and understand complex systems
WHAT YOU WILL BRING:
* Proven experience in relationship management, preferably in a content management, IT services, or customer-facing environment.
* Industry experience in media, digital asset management, librarian sciences or archives preferred but not required
* Experience using a digital asset management system or other tech system such as a digital library, CMS, PIM, or CRM preferred but not required
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