Deliverability&Support Manager

  • General
  • P.R. China - Shanghai

Our client is a consulting company providing Customer Experience Management solutions for the retail industry. For this client, Talent Fishers is recruiting a Deliverability & Support Manager to accompany the growth of the company in China.



Job location: Shanghai

Reporting to: Head of Support (Foreigner)





Job description



Deliverability

- Take charge of the relationship with Chinese and other ISPs and SMS operators in Asia

- Solve deliverability issues as needed

- Share best practices to increase deliverability or performance of campaigns

- Participate in improving the products by formalizing feedbacks into new feature or improvement requests



Support

- Responsible for solving issues, driving enhancements, and improving support on a day to day basis

- Participate in maintaining service level agreements and ongoing management of service level compliance and assist in driving the support knowledge base

- Prepare the office for new product / service releases

- Collaborate and engage with other departments and countries requiring support with special projects





Job Requirements



Knowledge and expertise

- IT background and experience

- Familiar or expert in Deliverability in all channels in China and worldwide

- Familiar with standards and protocols such as SMTP, SPF, FTP, DKIM, DMARC, DNS, SMPP ...

- Familiar with expectations from marketing and CRM teams

- Basic SQL knowledge



Soft Skills & Personal Values

- Analytical problem solver, constantly looking for challenges and great at multitasking

- 3+ years of experience in end user support in an enterprise environment (A previous experience within or in collaboration with a Chinese ISP will be a big plus)

- Previous experience managing workload through a task based support

- Excellent communication with both technical and non-technical people in a multicultural environment

- Strong customer-oriented attitude

- Strong organizational skills and attention to detail

- CRM Business awareness (preferred)

- Mandarin and fluent English



Suitable candidates will be contacted within one month upon application.

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