Summary: This hybrid role in Mexico City involves supporting global operations through training, incident management, asset quality assurance, and fostering client engagement within marketing and creative technologies. Highlights: 1. Deliver system and user training 2. Promote best practices and the DAM platform 3. Provide exceptional customer service **ABOUT THE ROLE** This is a hybrid role based in Mexico City, reporting to the Global Operations Manager. **How you will make an impact:** * Deliver system and user training * Raise incident tickets to technical support * Promote best practices and the DAM platform across all user groups * Escalate issues or questions to appropriate team member for resolution * Entry, tagging and quality assurance of incoming assets for global distribution platforms * Audit files and metadata entries for completion and proper organization * Follow operational procedures to complete tasks in a timely manner * Respond and investigates end user inquiries and requests * Support in providing reporting to stakeholders on platform usage metrics and KPIs Operations Execution: * Input into reports to track agreed upon KPIs * Understand and work against SLAs * Execute day\-to\-day tasks, including training, shared inbox management, content ingestion, and documentation, to ensure smooth functioning * Ensure timely delivery of assets into the DAM platform * Participate in training to ensure alignment with organizational goals * Help create a productive and positive work environment * Provide exceptional customer service to the client and their vendors * Understand asset rights/usage/restrictions and compliance to ensure asset safety Process Improvements: * Execute against documented workflow and processes. * Follow metadata schemas that reflect the true needs of the business Collaboration: * Collaborate with global cross\-functional teams to learn best practices. * Be a strong team player with your direct team and global partners * Build rapport and trust with others and all levels within ICP * Work with team members to generate new ideas and evolve and enhance existing programs * Work with team members to problem solve and consult with account leadership as required Client Facing Engagement: * Build a good understanding of clients’ business issues, industry, competitors, and brands * Where required, collaborate with brand team and agencies stakeholders to ensure content and campaigns are delivered on time and meet quality standards **WHAT YOU WILL BRING:** Requires a BA/BS and a minimum of 1\-2 years' experience in marketing, commerce and/or creative technologies or related field, including a minimum of 1 year’s 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: * 1\-2 years’ industry experience in media, digital asset management, librarian sciences or archives preferred but not required * 1\-2 years’ experience using a digital asset management system or other tech system such as a digital library, CMS, PIM, or CRM preferred but not required * Must have acute attention to detail when performing process\-oriented tasks * Familiarity with DAM system * Analytical skills * Effective communication skills, both verbal and written, with an influential communication style * Strong Microsoft Office skills, particularly with large data sets in Excel * Good understanding of media channels and file formats used by the client * The ability to multi\-task with an interest in all aspects of the role * Able to work both independently and as a part of a world\-class team * Media and technology agnostic, while displaying an affinity and passion for the industry * Ability to follow a structured process while being flexible when circumstances require change and adaptation * Able to work both independently and as a part of a world class team * Ability to adapt to evolving client needs, industry trends, and internal processes * Understanding of project management principles * Emotional intelligence Job Type: Full\-time Language: * English (Required)