WebEngage | Deliverability Consultant

1 week ago

india WebEngage Full time

About the role:

WebEngage prides itself on delivering efficient, effective solutions across various industries. The key to our success largely depends on our CPaas team's stellar ability to quickly help optimise deliverability across Email/SMS/WA/RCS as communication channels. We are looking for a hard-working consultant for our channel partnership team to help our customers maximize their deliverability rates by monitoring their Email/SMS/WA campaigns, analyzing inbox placement, and recommending and helping implement best practices.


Essential Functions and Responsibilities:

  • Email/SMS/WA Channel:
  • Discuss the results of client-specific and/or company-wide deliverability matters with the rest of the Deliverability Team and collaborate on actions to be taken.
  • Proactively manage issues affecting email deliverability.
  • Deliver reports to demonstrate factors affecting deliverability and reputation.
  • Understand and follow workplace policies and procedures.
  • Keep track of Regulatory Changes - Keep track of regulatory and compliance-related changes, understand and generate content with marketing to educate customers, and plan and revise processes, as and when required.
  • Determine the segmentation strategy, sequencing, and dynamic content for all SMS/WA clients
  • Work closely and consistently with the team to collaborate on the best strategies for our clients.
  • Stay up-to-date with SMS marketing regulations and best practices.
  • Ensure compliance with relevant laws (e.g., TCPA) and maintain an understanding of opt-in and opt-out processes.
  • Provision of status updates to the customer after each spot check and mitigation
  • Prepare presentations that document key learnings from test results.
  • Consultation
  • Deliver monthly reports with analysis of the performance of campaigns/flows along with strategic recommendations for continual improvement.
  • Subject Matter Expert for Product - Work with the product team to ensure adherence to regulatory standards and compliances. Designing/productizing the best practices around Email/ SMS / WA configurations.
  • Understand our customer's business needs and recommend best practices for message delivery, content strategy and reputation data around SMS/WA. Work closely with customers to achieve their delivery & content goals.
  • Develop Email/SMS/WA strategies for fast-growing clients.
  • Documentation
  • Developing materials to promote the team, including presentation materials and case studies that highlight the challenges faced and the creativity, technology and methods used to overcome them.
  • Team Management
  • Manage a team of Consultants and Analysts to monitor the deliverability health score of customers.
  • Educate, and enhance knowledge, best practices, and confidence of the team on deliverability to enable them as subject matter experts.
  • Conduct periodic feedback and performance reviews to track efficiency and growth.

Internal Skills And Expertise


Knowledge, Skills, and Experience:

  • Bachelor's Degree in BBA, BTech - Computer Science, or Engineering in IT.
  • Masters Degree in Business Administration from Tier 1 or Tier 2 college.
  • 6-9 years of experience in consulting or supporting customers on Email/SMS/WA/RCS messaging across India & MENA region
  • Minimum 2-3 years experience of managing a team.
  • Understanding of Email/SMS/WA regulatory frameworks and standards for India & MENA (like CTIA, CAN-SPAM, CASL, GDPR, TRAI).
  • Understanding of concepts like DLT.
  • Excellent written and verbal communication skills.
  • Enjoys working with numbers and solving complex problems.
  • Knowledge of other channels like RCS, WhatsApp, AMP Email, & Email as a channel.
  • Understanding of MarTech products
  • Strong attention to detail, dedicated work ethic, organized, and strong communication skills desired
  • Thorough understanding of email technology, prior experience in deliverability operations
  • Required experience with an ESP, ISP, or email authentication vendor
  • Demonstrated understanding of email, SMTP, MTAs, IP strategies, authentication technologies, and reputation.
  • In-depth knowledge of TCPA Guidelines and Regulations
  • Knowledge of various Email/SMS/WA platforms (Twilio, Sinch, Infobip, Sparkpost)
  • Mail server environment exposure, including Postfix (Linux), SmarterMail (Windows), PowerMTA, Postal API Server and other tools necessary (Good to have)
  • Setting up and managing Feedback Loops and bounce handling
  • Strong industry-specific experience in Domain warm-ups and reputation management.

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