Team Lead, Campaign Services

Here at Rakuten Kobo Inc. we offer a casual working start-up environment and a group of friendly and talented individuals. Our employees rank us highly in terms of commitment to work/life balance. We realize that for our people to be innovative, creative and passionate they need to feel valued and supported. We believe in rewarding all our employees with competitive salaries, performance based annual bonuses, stock options and training opportunities.    
    

If you’re looking for a company that inspires passion, personal, and professional growth – join Kobo and come help us on our mission of making reading lives better.   

The Role: 

We support the marketing organization by executing digital campaigns across multiple channels.  We create solutions to meet business requirements, write code, perform QA testing, and deploy email, push, and website banner campaign elements to market.   
 

The ideal candidate has experience leading a team, delivering digital marketing projects and thrives in a fast-paced environment. You are diligent, exhibit exceptional attention to detail, and are a strong communicator. 

Reporting to the Manager, the Campaign Services Team Lead plays a vital role in supporting business initiatives in two ways: 

• Managing the team, agency and processes that deliver (nearly) flawless templated, data-driven promotional campaigns to market and executing when the team needs support 

• Executing custom and complex data-driven email & push campaigns, custom landing pages, banners and marketing area updates on kobo.com 

Process & Efficiency (5%) 

• Oversee team workflows, identifying improvements and changes and working cross-functionally to implement changes that improve quality, drive efficiency, and deliver on new business needs  

• Ensure requirements provided by stakeholders meet team needs to develop solutions and deliver 

• Set guidelines and create/manage training for campaign setup and QA process, for internal and external resources 

• Hold regular reviews of challenges faced by the team and work cross-functionally to implement improvements 

• Identify new processes and tools needed to support new products, markets, partners, and languages 

• Ensure documentation and training material are up to date and improved where needed 

• Champion automation and innovation within the team, identifying new opportunities and working cross-functionally to implement 
   

Resource Management (20%) 

• Monitor workload and flag overallocation, work to prevent overtime 

• Coordinate estimates for overflow support with agency teams, ensure lights on minimum is in place and work assigned does not exceed maximum defined by agency 

Reporting (5%) 

KPI Monitoring and Reporting  

• Accuracy rate 

• QA defect rate 

• MarDel Delivery Satisfaction 

• Team Engagement Score  

Live Issue Management 

• Manage investigation, resolutions and communication for issues originating with Production Coordinators and agency 

Delivery Monitoring and Reporting 

• Oversee reporting and analysis of deliverability metrics for weekly promotional campaigns, to identify issues and impact as well as contributing training or process gaps 

• Report on and analyze mailable base data from marketing platform, to identify potential data issues and rectify 

People (20%) 

• Provide guidance to team members in both hard and soft skill areas 

• Delegate projects as needed and ensure project timelines are met 

• Provide guidance, training and coaching for career development 

• Conduct yearly reviews for direct reports 

• Define job specs, interview, hire, onboard and train talent as needed 

Projects & Subject Matter Expertise (50%) 

• Propose innovative solutions to ensure maximum scalability within platform and highest quality delivery on business requirements 

• QA of bespoke initiatives 

• Leverage checklists, test scenario templates, and develop new tools as necessary  

• Ensure browser/ISP/device compatibility, usability, rendering, and adherence to project specifications 

• Monitor sends at launch to quickly identify and rectify any issues that arise 

• Prepare launch planning for assigned projects 

• Complete launch prep, with a focus on identifying potential issues, order of operations between multiple teams  

• Collaborate with Big Data team to ensure data housed within Marketing Platform is accurate as compared to database of record 

• Act as subject matter expert in the capabilities of the marketing platform, evaluating new features to drive growth across all lines of business 

• Keep abreast of trends in MarTech space 

The Person: 

 Values quality:

• Cares about the end user experience (does the thing work and does it make sense?) 

• Can identify and assess deployment issues, solutions and preventative measures for future 

• Understands logic to deliver highly dynamic and personalized content elegantly 

• Is hyper-focused on get it done right while also getting it done quickly 

• Implements measures to minimize QA defects and customer facing issues 

Is focused on efficiency and innovation: 

• Consistently identifies and recommends improvements in weekly campaign services workflow to make the process more efficient 

• Seeks out and applies new tools, programs, methodologies, and practices for the improvement of the intake and marketing project process 

• Focused, detail-oriented with strong analytical, problem-solving and organizational skills  

• Demonstrates initiative to research and find creative resolutions to any challenges 

• Maintains an in-depth, up-to-date knowledge of all relevant emerging technologies, tools, and current Web/Email/Mobile trends 

• Challenges the status quo 

Has a collaborative approach to work: 

• Excels in a fast-paced & collaborative working environment  

• Is comfortable interacting with internal and external teams to ensure that teams are kept up to date and expectations are being met 

• Demonstrates excellent verbal and written communication skills  

• Thrives on team collaboration, working together on enhancements and improvements to toolsets to improve processes for CS 

Takes accountability and is always prepared: 

• Learns quickly working independently with the ability to self-manage and multi-task successfully on a day-to-day basis, in a dynamic, fast-paced culture   

• Has a proactive and forward-looking approach 

• Exercises good judgement in consulting, informing and including leadership in appropriate discussions and decisions 

The Skillset: 

 Required: 

• 3+ years of hands-on QA experience, delivering high volume of projects following best practices for different marketing channels 

• Experience working with collaboration and work management tools (ex: Monday.com, Trello, ClickUp, Jira, Rally) 

• Experience working with marketing platforms such as Oracle Responsys, Salesforce or similar 

• Keen understanding of audience segmentation logic and CRM a strong asset 

Desired: 

• Experience leading and motivating a team, including performance management and career development 

• Project Management experience could come in handy 

• Understanding of HTML, CSS, JavaScript (and JQuery) would be neat 

• Understanding of SQL query and/or MS Excel Functions would blow our minds 

The Perks:  

• Flexible hours and remote working environment  

• 4 extended summer long weekends 

• Full benefits starting from your first day  

• Paid Volunteer days, unlimited sick days, and 3% RRSP matching  

• Monthly commuting allowance for hybrid employees  

• Flexible health spending account  

• Training budget + Udemy account  

• Free Kobo device + free weekly e-book or audiobook  

• Weekly Kobo Tech University sessions  

• Maternity/paternity leave top up  

• 90 Day Work from Anywhere program  

• Daily lunch credit when in-office and in-office snacks  

• Dog friendly office  
     

About Rakuten Kobo Inc.  

Owned by Tokyo-based Rakuten and headquartered in Toronto, Rakuten Kobo Inc. is one of the most advanced global ecommerce companies, with the world’s most innovative eReading services offering more than 6 million eBooks and audiobooks to 30 million + customers in 190 countries. Kobo delivers the best digital reading experience through creative innovation, award-winning eReaders, and top-ranking mobile apps. Kobo is a part of the Rakuten group of companies.