VGW Australia
Technology
OperationsSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Operations Specialist at VGW Australia. Skills: CRM operations, Knowledge Base development, Process documentation. Execute optimisations of CRM tools. Execute optimisations of CRM platforms”
Industry & Context.
What They're Looking For.
Must Have
3 years of experience in an operations role, Expert knowledge of marketing technologies, Expert knowledge of CRM Platforms, 2+ years demonstrated success in handling operational needs, Demonstrated experience in mentorship, Demonstrated experience in coaching, Demonstrated experience in development, Braze proficiency, Salesforce or comparable CRM experience
What You'll Do.
Execute optimisations of CRM tools
Execute optimisations of CRM platforms
Update contact automations
Provide support with escalations
Follow internal procedures
Follow internal guidelines
Follow internal policies
Maintain Knowledge Base
Digest product changes
Assess product changes
Adapt related processes
Collaborate with CRM staff
How You'll Work.
Team & Collaboration
Customer Engagement team; Operations Manager
Full Job Description
Operations Specialist VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games. We have an exciting opportunity to join our Customer Engagement team, we are currently looking for a Operations Specialist to join the team. The Operations Specialist works closely with the Operations Manager - Customer Engagement to develop and implement solutions that enhance the quality and efficiency of CRM operations. This role is focused on enabling the CRM function through the development and maintenance of a centralized Knowledge Base, technical documentation, and SOPs that support the team in delivering operationally efficient campaigns across global markets. Key responsibilities will include: Execute optimisations of CRM tools and platforms in line with the wider Customer Engagement strategy to ensure they are continually fit to service the changing needs of the Customer Engagement team, including but not limited to rebuilding queues/views and updates to contact automations. Provide support with escalations from the customer facing teams. Follow internal procedures, guidelines and policies especially around use of language as it relates to our Sweeps Model. Build and maintain the CRM team Knowledge Base, ensuring process and compliance related documentation remain up to date at all times for all platform configurations and operational procedures, ensuring clarity and consistency across the team. Thoroughly digest and assess all product changes, releases, and compliance/business model language changes, in order to make the necessary adaptations to related processes. Collaborate with the CRM staff and Operations Manager - Customer Engagement to identify their needs and customer experience gaps and seek to solve them from an operational perspective. Ensure these needs and gaps are followed up on and closed out. What you will bring to the role: Minimum of 3 years of experience in an operations role supporting an on
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