Job Description

Mode of work : Hybrid

Days of work : 5 days (Monday to Friday)

Timings : 9.30 am - 6.30 pm (IST)

Location : Bangalore

Skills needed:

- Should be from e-commerce background

- English as a first language in school

- 5 to 10 years experience in content and/or coordination in client-facing roles

- Analytics

- Teamwork, initiative and respect for diversity and planning

- Exposure to Customer Success

Competencies needed:

- Total ownership

- Number and metrics orientation

- Strong verbal, written communication and comprehension skills (English)

- Excellent in coordination between clients, team members, writers, editors, support functions and stakeholders

- Critical thinking and problem-solving skills

- Excellent time and project management skills

Roles and responsibilities:

- Own the P&L for respective e-commerce customers.

- Should understand the content types and services to upsell and cross-sell to existing customers and drive key account management.

- Working with the Sales team to onboard and integrate new clients

- Reporting the progress of monthly/quarterly deliveries and initiatives to internal and client teams

- Manage the billings with the customer as per the agreed date vis-a-vis deliverables

- Overseeing the daily operations of the content team across different types of clients.

- Ownership of all end-to-end delivery of written content-related projects.

- Being the primary point of contact for account managers, editors and writers to address any delivery challenges.

- Strategically plan the delivery of large-scale enterprise projects independently

- Client and vendor management skills

- Mentoring teams to deliver as per customer expectations

- Lead using numbers track performance metrics, drive using analytics, report numbers and use them to take corrective action and plan future

- Use tools to run NPS, CSAT and related surveys to understand and improve customer relationships

- Enhancing the departments and organizations effectiveness by exploring opportunities for process improvement and excellence

The role is evaluated on:

- Ability to drive the team by metrics, deliver actuals versus targets

- Growth

- Client relationships

- Innovation

- Content writing, and editing experience will be an added advantage

Level: The Role is in the customer success team, reporting directly to the top management / Head of Operations of the company.

About us:

Text Mercato is a company that specializes in developing high-quality content for its clients using a proprietary platform and advanced algorithms that allow for efficient delivery within set timeframes. One of the company\'s strengths is its ability to maintain consistent quality while scaling its operations to meet the demands of its clients. Some of Text Mercato\'s clients include Amazon, Flipkart, L\'Oreal, Royal Bank of Scotland, and Quikr, among others.

The company prides itself on disrupting the industry with its dedicated B2B content platform that leverages technology and sound processes to ensure the timely delivery of high-quality content. We are looking for interns with basic English writing and grammar skills to check pre-fed data and moderate the content as per the guidelines.

The project requires moderation of content about various villages and avoiding sensitive and controversial content. The moderators must ensure the quality of the content. Only those candidates who undergo a week of training and clear it with 90 percent error-free submissions will be selected.

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