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Fulfillment Manager: Listings
1 day ago
At Vendasta, we believe in helping great local businesses survive and thrive in a world that’s more competitive than ever—and we’re growing our team This is an opportunity to join one of the fastest growing tech companies in Canada and make a direct impact on local economies worldwide. In a world where local businesses all over the globe have had their livelihoods turned upside down, Vendasta continues to help them embrace digital solutions and flourish.
Vendasta is a certified Great Place to Work and Best Workplace for Today’s Youth and Women. Keep reading if you’d like to join us on our mission to support small businesses all over the world.
**About the Job**
We are looking for a Fulfillment Manager: Listings who will be responsible for overseeing the Listings Management team within the Marketing Services department. They will be responsible for the management, growth, and training of the Listings team. A successful Fulfillment Manager will have extensive experience in a customer service role and a passion for providing the highest level of support and service delivery at all times, while also coaching and helping their team to do the same.
**The impact you’ll have**
- Deliver Listing fulfillment services within given SLEs to help SMBs reach their digital marketing goals.
- Assist with the resolution of customer issues as they pertain to the Listings fulfillment suite
- Drive improvements to processes and techniques
- Work with team members on escalations, which includes joining calls as a leadership representative
- Analyze statistics, KPIs, and compile accurate reports
- Oversee and monitor overdue tasks as they pertain to the Listings fulfillment suite, and ensure timely completion of overdue tasks
- Maintain an orderly workflow according to priorities
- Manage and motivate team to achieve SLEs and provide great service to our partners and customers
- Support a positive and professional learning environment
- Facilitate the ongoing training of team members as needed to help them perform their duties at the highest level
- Complete weekly 1 on 1’s with team members and report team development
- Identify partner opportunities and common friction points to help partners grow
- Identify growth opportunities within the Listings fulfillment suite, and communicate them through proper channels
**The value you’ll bring**
- 1+ years of experience in a marketing leadership position
- Proven experience in a leadership role & strong leadership skills with ability to motivate team members
- Ability to translate skills to other employees through coaching
- Thorough understanding of Digital Marketing, with experience in Listing management
- Ability to multitask, be decisive, and remain calm under pressure
- Exceptional interpersonal, customer service, communication, and conflict resolution skills
- Knowledge of management principles and familiarity with company products, services, and policies
- Proficiency with Vendasta O&O products, including but not limited to Task Manager, Social Marketing, Listing Sync Pro, etc considered an asset.
**Responsible for the following KPIs**:
- # Listing Claims Completed
- Listings per Agent
- Days to Claim Listings
- Overdue Tasks and Customer Wait Time
- Customer Retention
**About Vendasta**
So what do we actually do? We create an entire platform full of digital products & solutions that help small to medium sized businesses (SMBs) have a stronger presence online through digital advertising, online listings, reputation management, website creation, social media marketingand much more Our platform is used exclusively by channel partners, who sell products and services to SMBs, allowing them to leverage us to scale and grow their business. We’re trusted by 65,000+ channel partners and 6 million SMBs worldwide
**Perks**
- **Benefits** - health, dental, life, and disability insurance, an employee assistance program (EAP)*, and $500 annual Health Spending Account. Premiums for health & dental insurance will be covered by Vendasta
- **Vacation** - Minimum 3 weeks paid vacation per year; uncapped sick time policy.
- **Employee Options Program** - get in on Vendasta’s growth and success
- **Sweet Eats** - On site cafeteria with beverages & snacks all day _and _free catered lunch every Friday
- **Training & Career Development** - Education reimbursement program, professional development plans, leadership workshops, mentorship program, and so much more
- **Culture** - comprised of our core values: Drive, Innovation, Respect, and Agility
- **Social Events** - Ideas on Tap, ski trips, virtual talent shows, yoga classes, and more
- **Giving Back** - endless opportunities to take part in programs and initiatives that give back to the community we work in, including paid volunteer time.
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