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Commercial Compliance Specialist

4 months ago

London, United Kingdom Campaign Monitor Full time

The Company:

Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.
 

The Role:

Marigold is an International Email Service Provider, allowing its customers to facilitate white-hat email marketing to their own customers, for their business. We run a strict anti-spam system, and a Compliance Specialist at Marigold requires unique industry expertise, extensive knowledge of the platform, and technical awareness of email messaging systems in order to monitor and maintain our anti-spam efforts. 

The Compliance Specialist employs a multitude of skills and services as part of their role. Primarily, they are responsible for monitoring of accounts and ensuring those customers are in full legal and ethical compliance with regards to email marketing and our anti-spam policies. 

Additionally, they provide extensive counsel to our customers covering all aspects of industry compliance, best practice, and on the fundamentals of email deliverability best practice and solutions. 

They are also responsible for seeking out malicious and abusive use of the platform, taking action against all accounts found misusing or attempting to misuse the product for the purpose of spam, fraud, phishing activities, and other behaviour deemed in violation of our Terms of Use.

The roles and responsibilities outlined in this document may extend to all Marigold products, on request of your Manager as and when necessary.

Responsibilities:

Act and react on abusive behaviour surfaced by our tools and alerts which includes but is not limited to spam, fraud, phishing, malware, scams, and other malicious mail types

Effectively onboard new customers via close collaboration with sales, account management and business operation teams, with particular focus on assisting the sales team vet, qualify, and close new business prospects in compliance with our policies

Educate our customers on the reasons for our compliance practices, and help them create effective campaigns that still stay within the various laws and policies

Maintain high levels of customer service while reducing the risk of system wide reputation issues

Work with high value customers to improve their email marketing programs, reducing complaint rates and increasing engagement

Educate employees on the operational, legal, and technical aspects of email marketing as it relates to engagement, spam complaints and deliverability


The ability to empathise with customers' needs is absolutely vital in this role, as well as negotiation: balancing customer needs with the aim to protect our system and business from harmful mailing lists and campaigns.

Excellent communication skills (especially writing skills) are a must every single day, alongside a keen and demonstrated interest in providing great customer

service. Phone and video conferencing is expected particularly for internal discussions and assisting in onboarding new accounts via the sales team. Confidence and skill in verbal communication is expected. 

Additionally, working with your team to develop and optimise processes including shared knowledge base, case process and prioritisation, and more.

Key tasks:

Working via sales with prospects to vet, qualify, and onboard new prospects, creating effective plans for email compliance per our platform requirements, with the goal of high quality email campaign effectiveness and deliverability

Working with our customers to create effective plans for email compliance, and for improved email campaign effectiveness and deliverability

Working with businesses to remediate and provide solutions in the event of sender reputation damage 

Working with internet service providers, blacklists services and email providers to resolve any questions they have regarding Campaign Monitor’s sending practices

Working with internal teams to educate, inform, and assist on compliance-related matters as it affects our customers. This includes sales, account management, support, product, and other departments

Managing and monitoring various anti-fraud tooling and alerts related to fraud, spam, phishing, and other malicious account activity

Planning, structuring and writing internal and external documents relating to compliance


Key skills:

Strong knowledge of email services and anti­spam systems (fundamental knowledge training will be provided) 

Effective consultation on the fundamentals of deliverability and its relation to adhering to compliance relates to policies and guidelines

Excellent communication skills (written and verbal) It is expected you will field email and phone enquiries daily

Working hours / location: 

Remote, Flexible 9-5pm