Assistant Manager, Site Operations and Web

2 weeks ago

Toronto, Canada HarperCollins Publishers Full time

Overview:
**Company**: Harlequin Enterprises ULC

**Department**: Harlequin Brand Group (Digital Platforms and Subscriber Acquisition)

**Reporting To**: Sr. Manager, Digital Customer Experience

**Status**: Regular Full Time

**Location**: 22 Adelaide Street West, Toronto (hybrid model)

We celebrate and support the differences that make each of us unique, striving to create a welcoming workplace that ensures everyone has a voice and is able to do their best work. We welcome all applicants, including those who identify with groups that are traditionally underrepresented in the publishing industry including, but not limited to, Black, Indigenous, people of colour, members of the LGBTQIA2S+ community, and persons with disabilities. Join us, and share your story.

**Job Summary**:
As a member of the Digital Platforms and Subscriber Acquisition team, the Assistant Manager, Site Operations and Web Development plays an important role in developing and delivering exceptional customer experiences that lead to direct and indirect sales for Harlequin brand digital properties and programs.

The Assistant Manager supports the Sr. Manager of Digital Customer Experience in leading the site operations and web development programs, and is responsible for maintaining the production schedule of digital creative and merchandising initiatives across Harlequin digital properties. In addition, the Assistant Manager leads Quality Control initiatives, liaises with Customer Service, and contributes to the analysis of initiatives.

**Responsibilities**:
**Web Development and Site Operations (50%)**
- Contributes to strategies and program plans for web projects, and acts as project manager for most digital team web projects
- Leads weekly Web Dev meetings and manages web dev project database (Trello)
- Acts as the main point of contact for a multi-channel issue resolution process including assigning and resolving tickets, following up on outstanding site issues and coordinating with merchandising and customer service teams
- Monitors the Intercom Educate platform and responds to customer queries promptly and accurately
- Oversees monthly content quality control process, reviewing product data integrity and fixing errors quickly using content management system (CMS)
- Monitors uploading of site assets, including product information and covers for multiple online properties
- Leads Operations audits and team brainstorming to continually improve site design, processes, customer satisfaction and conversion

**Scheduling and Creative Process Management (40%)**
- Manages the monthly content scheduling process for Harlequin properties, which includes coordinating with internal teams, ensuring planning and content delivery meet production timelines, reviewing content for accuracy, and project managing asset development
- Manages the creative process for new landing pages and websites, ensuring that creative is effective at engaging and converting new and existing Harlequin readers, as aligned with the project goals
- Oversees execution of promotion set-up in ecommerce back-end system

**Innovation and Optimization (10%)**
- Proactively seeks out customer experience management and digital marketing best practices and innovation, applies these learnings to campaigns and processes
- Takes initiative to learn the advanced capabilities of Harlequin’s digital tools and platforms and actively works to increase our sophistication in the use of these tools
- Consistently and proactively seeks out collaboration and communication improvements, with the goal of supporting efficiency gains, and collaborates with team leads on implementations as appropriate

Qualifications:
Specific training or job experience required includes:

- Post-secondary education or equivalent digital marketing/front end development experience
- 2+ years of related experience and a strong background in digital marketing, ecommerce and/or front-end development
- Project management/coordinator experience required
- Ecommerce CMS experience preferred
- Microsoft Office proficiency (Excel especially)
- Experience with project management tools such as JIRA and Trello a strong asset
- Knowledge of UX/UI principles and content marketing, an asset

**Competencies/Skills**:
Competencies and skills required to perform this job include:

- Exceptional problem-solving skills and customer focus
- Excellent organizational, time management and written communication skills
- Ability to take initiative and work collaboratively
- Adaptable to changing priorities and deadlines
- Creative and innovative thinking
- Interest in the publishing and ecommerce industry, and knowledge of industry trends

**What's in It For You?**
- The opportunity to be part of a company on the leading edge of publishing, working with a very talented team and exceptional books
- Summer Hours from late May to early September
- Hybrid work, flexible start/stop times
- Paid time off days and vacation allotment, starting at

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