Customer Operations Executive

1 week ago

Gurgaon District Haryana, India Clearstate Pte. Ltd Full time

**Introduction**:

- The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.The role is to support our Customer Operations team, with the management of our e-commerce platform and global agent business processes, and assist the Circulation team in the creation and implementation of subscription marketing and sales campaigns and fulfilment operations.**Accountabilities**:

- Be a central point-of-contact for circulation marketing teams and subscription agents in relation to campaign and subscription sale support.
- Create, maintain and optimize Product and Promotion catalogues within the CMS, updating product bundles, price zones, standard pricing, discounts and incentives
- Assist in the coordination of price changes and setup of new products
- Develop an in-depth knowledge of our Commerce platform and associated tools used to manage our e-commerce operations
- Provide support and advice to the global circulation team and subscription agents on how to best achieve their goals ensuring best practice is shared and understood
- Assist in the provision of Commerce system support and training to the global marketing teams
- Provide quality checks across campaigns, ensuring sales journeys are tracked and orders processed as intended
- Help maintain Customer Operations training materials
- Assist in the management of the Customer Operations inboxes
- Assist external agents with queries in a timely manner. e.g. file uploads, sftp access, document sharing
- Maintain agent records including contact details, commission rates
- Monitor, review and maintain file reject reason reports
- Liaise with the external agent and internal accounts team to ensure overdue payments are received and processed
- Support the global customer operation team as required
- Assist in fulfillment management of all elements of the subscription offering.

**Experience, skills and professional attributes**:
**To succeed in the role the following are desirable**
- Experience of planning, analysis and reporting.
- Experience in working with CRM, Finance, Commerce systems
- Ability to understand and communicate complex concepts and ideas to non-technical people.
- Awareness of marketing principles and activities
- Familiarity with Google Workspace
- Working knowledge of Microsoft Office
- Knowledge of Excel
- Excellent verbal and written communication skills
- Experience in campaign set up and QA processes would be beneficial

**You will be able to demonstrate**:

- Attention to detail
- Positive, flexible, enthusiastic, organized and resourceful attitude
- Problem-solving mind-set and analytical thinking required
- Ability to work on own and within a larger team
- Excellent communication skills

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