Content and Partner Operations Manager

The employee will have the opportunity to work with the Capillary content management systems that support our customer programs, helping to define best practices that support content and product roadmaps and drive success.

An excellent track record of content management operations is a must, as the employee will be required to ensure the on-going maintenance and management of thousands of existing and new offers that are used within our customer(s) programs. The employee will also be responsible for the day-to-day interaction with the Capillary finance team supporting the reporting and billing of directly sourced offers and work directly with key content partners.

This role is crucial to the success of our customers, allowing us to support automated as well as manual content integrations. Accurate operational work will help to achieve revenue goals for the monetization of content in the business model.

The candidate will work within the central Content and team and is expected to work with internal colleagues including Customer Care, Finance, Product, Customer Success, Marketing and Legal across multiple time zones.

This role will be supporting UK and North American clients so the working hours would be aligned to UK/US core business hours with the requirement to be flexible as the workload demands.

What this person will be doing

Developing expertise in Capillary content management system(s)

Management of a team of four Content and QA Ops members responsible for the operational delivery, loading and QA of all content (including display materials, terms and conditions, tracking links, codes etc.) to make sure we are meeting all partner guidelines and contractual requirements. Responsible for the removal of content as required.

Coordination of and responsibility for partner and merchant approval of all campaign collateral on time and to agreed schedule. This includes ad-hoc work on merchant logos and product images to optimize them for presentation within customer programs and email communications

Reading and proofreading all offer copy provided to ensure accuracy of grammar and that all core information is provided, in line with our content guidelines

Delivering the full QA of all content loaded to ensure a best-in-class customer content experience. This involves on-going QA of all offers within client programs to ensure they function as expected for customers.

Responsible for managing the purchase order invoicing process for purchased content as well as commission and tenancy payments collected from merchants

Acting as the point of contact between Content, Finance and Customer Care

Reporting on the metrics of content engagement and usage to inform decisions around content types and for the negotiation of more favorable rates from content providers

Providing support for planning and managing the customer content calendar

Help support future integrations with direct or third-party content providers

Act as the primary point of contact for day-to-day content partner enquiries (operational, customer care, finance, marketing)

How this person will do this

Proven success working with and managing multiple content sources with the ability to carefully manage expectations and build excellent working relationships

Strong team management skills to teach, inspire and develop team members

Excellent attention to detail and appreciation of need to follow process

Excellent communication and time management skills with the ability to multi-task and prioritize conflicting deadlines

Flexibility to work as part of a global team across multiple time zones, with meetings occasionally occurring outside of standard work hours

Proficiency in Google Workspace and Microsoft Office

A strong sense of personal responsibility accountability

High level of self-motivation and self-direction

Focus on continuous improvement, making our products and processes better

Excellent verbal and written communication skills

Natural operational acumen and attention to detail

Understanding that working as part of the team will require the ability to adapt and identify new ways of working to deliver results in the most effective efficient manner

The Content and Partner Operations Manager role requires skills in these areas:

Excellent attention to detail, with an organised and methodical approach to work and ability to work under own initiative

This is a fast paced, high-pressure environment so the ability to work at pace is critical, crucially without having any impact on accuracy of work

People management skills to lead a team of four

Highly proficient at proof reading - this role will be reviewing the quality of the content we are loading and checking for spelling and grammar errors as well as ensuring what has been provided makes sense and conforms to our standard content guidelines

Experience in supplier operations essential - within a loyalty company, affiliate network, publisher or advertiser highly desirable

Demonstrable experience of working with content management systems

Experience of working within a small, agile organization and able to work effectively with a team who may be remote