Affiliate Marketing - Customer Experience Specialist (f/m/d)

Purpose of Position

As Affiliate Marketing Customer Experience Specialist you will be responsible for content creation and execution for advertisers enjoying our Platform Services propositions to assist them with the growth of their affiliate programme resulting in self-unlocking of GP.

This would include how-to-guides, articles, video content such as user interface training videos and webinars, developing our Pardot email lifecycles as well as testing any new opportunities as part of exploring opportunities to drive revenue and improve customer experience.

In addition to content creating, the Customer Experience Specialist will also support the Head of Customer Experience to maximise advertiser potential on Self-Service and Essentials. Whether that’s addressing underutilised platform features, or analysis NPS feedback, the role will include a breath of additional tasks assisting the wider department, with projects covering publisher activation and delivering content in the form of emails, guides & webinars to name just a few.

If you’re a creative individual and hold strong skills in cross-department collaboration, this is a fantastic opportunity to be part of a fast paced and dynamic team who are passionate to help progress the grassroot brands of the future.

Key Tasks

• Developing creative and innovative content to provide virtual hand-holding materials for our customers.
• Presenting confidently, both internally and externally, and competent at holding attention and comfortable in presenting to a senior level.
• Supporting or taking ownership of short-term departmental projects focused on quick wins to maximise the GP potential for Self-Service advertisers.
• Assisting the Customer Experience team to localise support articles and other content created.
• Assist with the co-ordination and creation of excellent peak planning content varying from large seasonal peaks such as Cyber down to more locally focused activity.
• Running and recording Webinars based on different strategy themes, publisher types or support seasonal planning
• Collaborating and working closely with AI Co-Pilot initiative.
• Supporting Platform Services ShareASale migration.
• Working closing with neighbourhood platform and business teams such as: Pre-Launch, Customer Support, Customer Success, Platform services teams, Marketing, Product and UX/UX Content.
• Occasionally provide Random acts of Kindness to our top performing advertisers (RAOKs) to help drive GP.
• Analysing NPS and Pulse surveys to understand the voice of the customer and feedback to relevant teams.
• Conduct Quality Assurance (QA) tasks such as reviewing cases, client calls and ‘mystery shopper’ activity to continuously improve customer support and detect missed requirements.

Skills & Expertise

• 1+ years affiliate marketing experience
• Enthusiastic, committed and an epic amount of determination!
• Ability to see the bigger picture and identify areas of opportunity and risk
• Committed to growing the service division as quickly as possible, providing friendly and efficient support fast tracking advertisers
• Experience with strong cross-team and department collaboration
• Seeks ownership and readily accepts accountability
• Excellent time management and organisational skills to maintain own workflow and meet deadlines
• Confident and excellent communicator with a keen attention to detail
• Strong writing skills with the ability to create written content
• Fast learner and eager to deepen knowledge and understanding
• Numerate with a good level of knowledge of MS Office packages
• Bilingual candidates are encouraged to apply (especially those who speak German, Dutch or French)

Our Offer

• Flexi-Week and Work-Life Balance: We prioritise your mental health and wellbeing, offering you a flexible four-day Flexi-Week at full pay and with no reduction to your annual holiday allowance. We also offer a variety of different paid special leaves.
• Flexi-Office: We offer an international culture and flexibility through our Flexi-Office and hybrid/remote work possibilities to work across Awin regions
• Health & Well Being: With our support and access to various initiatives and sports offers, you can devote yourself to your mental and physical well-being. .
• Development: We’ve built our extensive training suite Awin Academy to cover a wide range of skills that nurture you professionally and personally, with trainings conveniently packaged together to support your overall development.
• Remote Working Allowance: You will receive a monthly allowance to cover a part of your running costs. In addition, we will support you in setting up your remote workspace appropriately.
• Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer program.
• We are hiring in multiple countries, additional benefits in terms of health, well being, security and more will be discussed further upon first initial interview with the talent team.

Established in 2000, Awin is proud of our dynamic, social and inclusive culture.

Like all businesses, we’ve had to adapt and nurture our culture in a virtual environment. Our virtual ‘Life @ Awin’ hub brings our colleagues from across the globe together for various social activities.

Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world’s leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know.

Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.

#LI-MM1