Ingram Content Group (ICG) is hiring a Consumer Advertising and Success Specialist, to contribute to our team in our La Vergne, TN office. Working within an entrepreneurial team at Ingram, the Consumer Advertising and Success Specialist will create and execute the customer experience strategy for Ingram's advertising SaaS tool (Ingram iD) by addressing product inquiries, supporting the day-to-day operations of the product(s), developing product education, and soliciting and managing customer feedback. In this role, you will lead advertising support for customers and execute advertising adjustments within third-party advertising platforms. Additionally, you will compile and analyze reporting, providing recommendations for improvement of standards and procedures. As well as, provide cross-functional project management to support the needs of the Consumer Marketing business and other stakeholders

Ingram Content Group ("Ingram")connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries, and educators, Ingram makes these services seamless and accessible through technology, innovation, and creativity. With an expansive global network of offices and facilities, Ingram's services include digital and physical book distribution, print-on-demand, and digital learning.

Required Qualifications:

• Bachelor's degree or year-for-year related experience
• 3 years product or digital marketing/advertising experience

Preferred Skills:

• Familiarity with Meta Ads and/or Google Ads
• Experience working with a SaaS tool
• Experience working in a ticketing system such as Zendesk or Jira
• Experience with Salesforce CRM
• Experience working with developers

Key Responsibilities:

• Monitors the performance of Ingram iD, ensuring products are meeting service expectations / KPIs and immediately addressing advertising issues or escalating technical issues to ensure their prompt resolution.
• Uses Facebook Ads, Google Ads and other relevant advertising platforms to monitor advertising activity, adjusting or optimizing ads in the platform as needed to ensure the company's and customer's goals are being met.
• Monitors platform activity daily and takes the appropriate action to remediate any issues, including communicating with manager, the sales team or directly with customers as needed.
• Leads the strategy and execution for user product support across the platform's knowledge base, pop-up software, email journeys and other communication methods. Writes and organizes content for knowledge base and customer-facing education.
• Authors and develops training curriculum for internal and external customers. Participates in question-and-answer sessions as needed.
• Assists in marketing efforts by writing thought leadership pieces as directed by Marketing team, Manager, or other leadership. Coordinates with Marketing team on customer communications.
• Solicits feedback to identify opportunities to improve the product and customer experience.
• Gathers requirements and writes specifications for digital product features as assigned by Manager, Consumer Products. Applies critical thinking and thoughtful questioning to understand the underlying requirement behind a feature request.
• Creates or configures reports or records in Salesforce Sales Cloud to document, monitor or report on platform activity.
• Contributes to the strategy and product roadmap for Ingram iD, using feedback from customers and Sales team with input and direction from Manager, Consumer Products
• Acts as an expert in digital advertising, advising customers and internal resources on best practices to advertise in Ingram iD.
• Helps to identify the correct data source within Ingram systems.
• Prepares product documentation as needed for customers and internal stakeholders.
• Documents and communicates performance of the product and services using both quantitative and qualitative assessment.
• Leads product QA testing as needed to ensure that business requirements are met.
• Provides regular reporting to internal stakeholders on key performance indicators as assigned by Manager, Consumer Products.

Perks/Benefits:

• A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
  • 15 vacation days & 12 sick days accrued annually and 3 personal days
  • 401K match, Life and AD&D, Employee Assistant programs, Group Legal, & more
  • Wellness program with access toonsite gym and basketball court for associates
• Avid reader? Numerous opportunities to engage with books and authors
  • Free card registration at the Nashville Public Library
• Encouraged continued education with our tuition reimbursement program
• Financial and in-kind opportunities to engage with non-profits in your community
  • Company match program for United Way donations
  • Volunteer opportunities and in-kind drives for non-profits throughout the year
• Take breaks or brainstorm in our game room with ping pong & foosball
• Casual Dress Code

Ingram Content Group is a part of Ingram Industries Inc. and includes Ingram Book Group LLC, Ingram Publisher Services LLC, Lightning Source LLC, Ingram Library Services LLC, Tennessee Book Company LLC, Ingram Content Group UK Ltd. and Ingram Content Group Australia Pty Ltd.

Ingram Content Group LLC is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
• EEO Poster in English
• EEO Poster in Spanish