About ICP
ICP is a global leader in Content Operations, partnering with some of the world's most recognizable brands, including Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna. Our expertise spans content management, logistics, creative operations, production, and digital commerce enablement, ensuring a seamless flow of content across all systems and channels. We empower brands to achieve operational excellence and confidently manage their content. Content confidently.™
With offices in Atlanta, London, Mexico City, Mumbai, and Shanghai, we operate on a global scale, delivering world-class solutions that drive exceptional business outcomes.
Who We Are
At ICP, our values define us: we are Curious, Focused, Creative, Trustworthy, and Inclusive.
We're A People First Company
At ICP, we provide benefits that matter to our people and enable us to be engaged both in and outside of work. We foster a culture where work/life balance is nurtured and encouraged, offering hybrid working, generous paid time off, paid holidays, volunteer time off, and Summer half-day Fridays. We also take care of our people with competitive medical, dental, and vision benefits, mental health support, and a robust savings plan.
Bring the Confidence
Are you a relationship-focused, driven professional with a growth mindset? Do you thrive on breaking through challenges and excelling in competitive environments? You're not expected to have all the answers, but your passion for uncovering solutions and building strong partnerships makes you the perfect fit for this role. We’d love to hear from you!
About the role
As Operations Manager, this is a key role in the organisation as the client seeks to improve engagement, system uptake, process and global policy adherence and compliance; with an additional focus on quality measures and identification of business process improvements across the use of their MarTech Platforms – specifically their marketing materials (not packaging related) platform.
This is a hybrid location role, working partly from home but also at the client’s regional HQ / office in Slough, however travel to Team6ix offices in London will also be required.
This Systems and Process Success Manager Owner role is to be a primary driver of policy process, user engagement and adoption across a key MarTech system used by our client, and to support business adherence and quality for the creation and review of marketing materials. To also identify areas of improvement in the system, process, information capture and learnings that will result in improved quality and performance outcomes.
The primary platform around which this role revolves is validated and provides Project Planning & Tasking, Workflow Management, Review & Approval functionality (including digital signatures) – for various communications channels and media across the marketing landscape. In addition, the system provides core Digital Asset Management capabilities; encompassing source and distribution packages, and rights management. The onward syndication of this content through partners and teams globally may require project integration work, for which this role would be a core team member. The platform is used in over 100 countries and more than 2000 users. The role naturally involves working closely with our clients marketing, quality and compliance teams, as well as the Creative Agencies of and Media Agencies across the globe; experience of working with international stakeholders will be beneficial.
The successful individual will have experience covering the following:
Wide knowledge of marketing production and process across multiple channels and media.
Knowledge of using critical support systems (project and production management, online approvals and file transfer tools, data and reporting platforms -Excel/Power BI-).
Background working with international brands / products.
Good understanding of industry processes.
Use of validated systems.
Strong focus and appreciation on quality measures / quality improvement.
Additionally, experience in systems implementation / transformation, adherence to controlled / policy-based business processes and experience in delivering process improvement and automation are advantageous.
The role will involve a wide variety of tasks and activities including (but not limited to); key user engagement, process review, process mentoring to engage users to adopt best practices, capture of new platform requirements, some testing / review of new platform features, engagement with Agency teams, creation of support materials, capture of good or best practice, quality and risk reduction implementation through global workflow adoption and system control, integration and analysis of system data / reporting to understand system usage and running engagement sessions / improvement recommendations based on findings, implementation of agreed quality improvements (process and system).
The candidate will be a core member of an existing team, and the owner in driving quality throughout the system, to reduce errors and risks in the platforms.
Reporting into the Director of Managed Services, the successful candidate will work alongside an existing System Support Team; comprised of three Regional Content Leads (UK, NYC and NZ), and four offshore Digital Asset Managers / Support Executives who deliver first line support services across multiple platforms.
How You Will Make an Impact:
Be a key owner and stakeholder in defining and gaining approval on platform configuration changes for enhancement and system improvement and contribute to key longer-term roadmap priorities in defined forums.
Facilitate engagement between business stakeholders and global / CDO teams and support groups as appropriate.
Work comfortably with a combination of middle and senior management stakeholders and external agencies and partners.
Manage adherence to global policy and process.
Carry out system and process audits and quality reviews.
Through regular audit and review - identification of quality and process issues.
Engagement with our client’s Global Agencies of Record as well as some local agencies.
Engagement with platform system owners (Client IT&D team) as required.
Point of contact for success and enhancement / improvements across the platform.
Focussed / dedicated resource analysing system usage and clients’ workflows, processes, feeding into technology and system opportunities.
Alignment between off-pack / on-pack processes and systems where applicable.
Provide departmental support for Platform updates, performance and defect feedback.
Carry out (either directly or via offshore Asset Manager resources) content governance & quality compliance checks to include qc of systems process, workflow alignment and the wider and appropriate use of the tool for the client business.
Support any broader change programs within our client’s organisation as required.
Support the Managed Services Director to develop and implement a continuous improvement program to optimise system efficiencies, including identifying, proposing and implementing root cause analysis and problem solving, identification of automation opportunities and design/implementation of other service improvement measures.
Produce various process, content and platform insight, analytics, satisfaction & improvement programs reporting on system usage and process engagement and making appropriate recommendations for continuous improvement.
Implement programs and processes to help clients get more value from their technology platforms including (but not limited to) – optimizing user set-up and configuration, assisting with personalization, providing best practice and power-user support.
What You'll Have:
Strong understanding of Business Process / Business Process Mapping.
Experience in Systems, with Approvals and Audit / Compliance
Knowledge of artwork creation processes across various channels and media (retail, healthcare, food clothing)
Additional experience in one or more MarTech Digital Asset Management (DAM); Workflow Management; or MRM platform is preferred.
Knowledge of multiple sectors / global experience
Experience and knowledge of marketing content formats including creative development and distribution formats
Experience in the operation and optimisation of workflow and review & approval platforms /. solutions
High levels of awareness / understanding of wider marketing content development and content management lifecycles.
Good communication and process skills
Comfortable with working with and collaborating with virtual / offshore teams
Comfortable with structured processes, SLAs and working in a performance-orientated environment
Comfortable working within a HQ / Corporate organisation
EXPERIENCE/EDUCATION:
• 5-7 years industry experience in marketing technology
• 4+ years managerial experience
• College degree required