Associate - CRM Operations

Company Description

Ivy is a global, cutting-edge software and support services provider, partnering with one of the world's biggest online gaming and entertainment groups. Founded in 2001, we've grown from a small tech company in Hyderabad to one creating innovative software solutions used by millions of consumers around the world, with billions of transactions taking place to head even some of the biggest technology giants. Focused on quality at scale, we deliver excellence to our customers day in and day out, with everyone working together to make what sometimes feels impossible, possible.

This means that not only do you get to work for a dynamic organization delivering pioneering technology, gaming and business solutions, you can also have an exciting and entertaining career. At Ivy, Bright Minds Shine Brighter.

**Job Description**:
The Operations Associate is an integral part of the Hyderabad Marketing Operations team, within the UK & Ire region.

In this role, you will be responsible for utilizing the internal tools available to fulfil operations campaigns in a timely manner. This includes operations activities such as creating rewards / bonuses, promotion campaigns, tournaments etc.

You'll play a pivotal role in working along with cross-functional teams to execute key processes, manage projects, and ensure the smooth day-to-day operations of our business.

In this role, you'll be known for your organizational planning skills, attention to detail, strong work ethic and team collaboration skills.

The Senior Operations Associate is distinguished from the Operations Associate by several factors including:

- level of responsibility (e.g. work on larger more complex projects)
- experience
- technical expertise (e.g. advanced / expert use of all ops tools and systems), and
- contribution to improving business operations (e.g. process improvements, tool optimization etc.)
- Collaborate with the Marketing Operations team and key business stakeholders to meet the day-to-day business requirements. This will involve working closely with:

- Proposition
- Content
- Operations
- You'll ensure that all promotion related configurations are executed within the defined SLAs, while maintaining quality and minimizing errors
- Responsible for internal QA, and ensuring a smooth player journey / experience onsite
- Communicate effectively with team members and stakeholders to provide updates, gather feedback, and address ops related issues
- You'll provide regular updates to the Team Lead on any issues or procedural improvements
- Provide regular and detailed analysis of player activity as directed by the Operations Manager
- Follow up on related incidents and alert the relevant teams when an incident needs to be raised
- Act as second line support to the Customer Services Team, addressing and resolving escalations as required
- Contribute ideas and suggestions for process improvements, efficiency gains, and operations related enhancementsEnsuring the Daily Task Sheets are up-to date

**Qualifications**:

- You are skilled in the tools and systems used by the HYD Marketing Operations team, including but not limited to:

- PAT, Backoffice, EDS, BO 2.0, CSM etc.
- You are familiar with tools used by the Content team and understand any dependencies (HTML, CSS, Sitecore)
- You have excellent communication and presentation skills, both verbally and in writing
- You have strong interpersonal skills, and collaborate and work well with a diverse team at all levels of seniority
- You are enthusiastic and have a positive approach to work, including a desire to absorb feedback and continually develop professionally
- You are a quick learner on new tools and stay updated with newly launched features
- You have the flexibility to provide support on weekends / shifts as required

Additional Senior Criteria
- 2+ years' experience as an Operations Associate
- Advanced / expert use of all tools and systems used by the Operations team, and intermediate knowledge of the tools and systems used by the Content team
- Proven ability to mentor, train and develop junior staff

Proven experience implementing process or ways of working improvements across the team

Additional Information

At Ivy, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us in you can expect to receive great benefits like:

- Safe home pickup and home drop (Hyderabad Office Only)
- Group Mediclaim policy
- Group Critical Illness policy
- Communication & Relocation allowance
- Annual Health check

And outside of this, you'll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

At Ivy, we do what's right. It's one of our core values and that's why we're taking