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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