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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
The Account Operations Lead plays a pivotal role in establishing structure and driving operational efficiency within our client's digital asset management system.
You are responsible for overseeing and leading a dynamic team engaged in various operational and content-related activities, coordinating data and reporting within the DAM ecosystem. This role supports a global company where leadership, customer service, governance, and process optimization are crucial. The primary focus will be on ensuring seamless day-to-day operations, implementing process improvements and training, and assuring cross-hub collaboration. The role requires effective leadership, strategic thinking, and excellent communication skills.
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A proficient and inclusive leader adept at balancing both people and results, fostering a cohesive team driven toward achieving objectives. They excel in fostering global collaboration, working closely with other team leads to establish clear guidelines and goals aimed at achieving common objectives and ensuring global standardization.
They effectively report up and partner with the Global Operations Manager (London) and Project Lead (Mumbai), ensuring streamlined reporting and operations against Service Level Agreements (SLAs), while maintaining strong rapport and feedback loops with team.
By embedding ICP’s core values—Curiosity, Collaboration, Adaptability, Focus, Creativity, Trust, and Inclusivity—into their leadership and management approach, they will not only succeed in this role but also help foster a positive culture and drive the continued growth of the organization.
How You Will Make An Impact
Team and Operations Management:
- Lead day-to-day team DAM operations, including training, shared inbox management, content ingestion, and documentation, to ensure smooth functioning.
- Proactively lead the DAM team in London ensuring the team receives active support with their tasks and timely trainings whenever needed.
- Oversee the timely delivery of assets into the Digital Asset Management (DAM) system.
- Ensure team members are well-trained, motivated, and aligned with organizational goals, creating a productive and positive work environment.
- Provide strong leadership nurturing cross hub collaboration and task distribution.
- Collaborate and liaise with Americas’ and India Hub Leads to align on smooth functioning of daily operations.
- Troubleshoot and provide solutions to DAM issues connected to technical errors and user issues within the DAM ecosystem.
- Provide exceptional communication of wins, opportunities, and risks operationally to the team, and when required manage communication to the client.
- Work with leads across the hubs on workflow unification promoting collaboration between the time zones.
- Ensure the team meets the deadlines and produces high quality outputs.
Process Improvements
- Identify unique ways to organize and manage the daily digital asset upload with the team.
- Identify opportunities for process optimization and automation to streamline workflows, enhance efficiency, and effectiveness.
- Maintain and identify metadata improvements schemas that reflect the true needs of the business.
- Develop, document, and manage team training processes assuring promotion of efficiencies.
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Collaboration
- Collaborate with global cross-functional teams to implement best practices, enhancing overall operational efficiency and ensure alignment with organizational objectives.
- Serve as the example for the correct process implementation across hubs promoting best practices and efficient approaches.
- Manage a team of three Brand Asset Managers.
What You Will Bring
Requires interest/experience in working in beauty industry as well as DAM management and strong team management experience, including a minimum of 4 years’ experience in a client-facing agency or consulting role.; or any combination of education and experience, which would provide an equivalent background.
Preferred Skills, Capabilities And Experiences
- 5+ years of Digital Asset Management experience
- Must have team leading experience
- Must have acute attention to detail
- Familiarity with DAM
- Broad technical and operational knowledge across various industry segments
- Strong communication skills, both verbal and written, with an influential communication style
- Creative problem-solving mindset and a deeply curious nature
- Ability to clearly articulate complex situations / ideas and lead discussions with clients, colleagues, and leadership
- Understanding of project management principles
- Ability to adapt to evolving client needs, industry trends, and internal processes
- Strategic thinking capabilities
- Strong team lead experience
- Proficient at time management and multitasking
- Effective presentation skills
- Emotional intelligence
Someone Who Exemplifies Our ICP Values
- Curious: Always learning, eager to explore endless possibilities.
- Inclusive: Diversity is our strength. Every voice matters and we can achieve more when we do it together.
- Focused: With clear vision and unwavering dedication, we progress forward and deliver excellence.
- Creative: Unleashing imagination, innovating boldly, and redefining possible.
- Trustworthy: Built on honesty, respect, and integrity we stand strong together.
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