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Content Operations Specialist
2 months ago
About ICP:
ICP is a leading global provider of Content Operations solutions, renowned for delivering exceptional business outcomes for top-tier brands. Our expertise spans a wide range of industries, including consumer goods, beverages, and pharmaceuticals.
We offer integrated solutions that leverage our expertise in Content Operations across Digital Asset Management, Digital Commerce, and Creative Operations. Our goal is to orchestrate the seamless flow of content across Marketing and Commerce ecosystems, unlocking business value through Strategy and Consulting, and maximizing its potential through Content Services and Production.
About the Role:
This role will focus on Digital Asset Management services as a critical function in day-to-day asset management operations. You will be responsible for managing, enriching, and quality-assuring assets across brands and products, hosting user training sessions, and sharing industry best practices. You will also manage user queries and assist in creating reports.
Key Responsibilities:
- Deliver system and user training to ensure seamless adoption of our Content Operations solutions.
- Elevate technical incidents and provide timely resolutions to ensure minimal disruption to our clients' operations.
- Promote best practices and the DAM platform across all user groups, fostering a culture of excellence and collaboration.
- Escalate issues or questions to appropriate team members for resolution, ensuring that our clients receive exceptional support.
- Upload incoming assets for global distribution platforms, ensuring timely and accurate delivery.
- Audit files and apply metadata for completion and proper organization, maintaining the highest standards of quality and accuracy.
- Follow operational procedures to complete tasks in a timely manner, ensuring that our clients receive the highest level of service.
- Respond to and investigate end-user inquiries and requests, providing timely and accurate resolutions.
- Support in providing reporting to stakeholders on platform usage metrics and KPIs, ensuring that our clients have visibility into their Content Operations performance.
Key Attributes:
- Authenticity – Being present, honest, and sincere in all interactions, building trust and rapport with our clients and colleagues.
- Compassion – Demonstrating empathy and understanding in all interactions, fostering a culture of connection and support.
- Focus on Service – Delivering exceptional service to our clients, exceeding their expectations and building long-term relationships.
- Providing the Right Resources – Ensuring that our clients have access to the resources they need to succeed, providing timely and accurate support.
- Earn Trust – Building trust through consistency, reliability, accountability, and a commitment to excellence.
- Take Ownership – Taking ownership of tasks and responsibilities, ensuring that our clients receive the highest level of service.
- Partnership – Collaborating with our clients and colleagues to achieve shared goals and objectives, building strong relationships and fostering a culture of partnership.
- Creative Thinking – Approaching challenges with a creative and innovative mindset, finding solutions that meet our clients' unique needs and exceed their expectations.
Key Skills:
- Rigorous attention to detail when performing process-oriented tasks, ensuring accuracy and quality in all deliverables.
- Solid verbal and written communication skills, able to articulate complex ideas and concepts in a clear and concise manner.
- Strong Microsoft Office skills, particularly with large data sets in Excel, able to analyze and interpret complex data to inform business decisions.
- Good understanding of media channels and file formats used by our clients, able to navigate complex technical environments with ease.
- The ability to multitask with an interest in all aspects of the role, able to prioritize tasks and manage multiple projects simultaneously.
- Able to work both independently and as a part of a world-class global team, able to collaborate and communicate effectively with colleagues and clients.
- Media and technology agnostic, able to adapt to new technologies and platforms with ease, while displaying an affinity and passion for the industry.
- Ability to follow a structured process while being flexible when circumstances require change and adaptation, able to think on their feet and respond to unexpected challenges.
Experience/Education:
- 12 years of industry experience in media, digital asset management, librarian sciences, or archives, preferred but not required.
- 12 years of experience using a digital asset management system or other tech system such as a digital library, CMS, PIM, or CRM, preferred but not required.
