Client Enablement Specialist (Insight Specialist)

at  DMPG

DOES THIS SOUND LIKE YOU?

Have you spent the last few years scouring Adobe Analytics or Google Analytics data for impactful insights? Maybe you’re the best at this where you work, you’re coasting along, but you don’t want to be. You yearn to be challenged
Maybe you DO love this, but you want the bigger picture. You want to decide what’s tracked in the first place; you want to KNOW that your insights will create action, because you’re best mates with the UX designer and the person running the Personalisation program.
Maybe you do love insight, but you’re not ready to bucket yourself in. You want to try out new analytics platforms, experiment with novel statistical methods, have a go at running a program sometime. You want to invest in a role that will grow with you wherever you go.

WHAT WE DO

Our core enablement services cover six key components within two service strands:

SUMMARY

This is a chance to be part of a growing team delivering real value for major clients. We are in most cases considered as an extension of our client’s team and as such enjoy effective and long-standing working relationships. You should be motivated to make a real difference to all client engagements and to deliver best value through excellence.

OUR THREE ROLE TYPES

• Engineers (people who write code)
• 90% of time spent on your subject matter
• 10% of time spent on calls & comms
• Enablement Leads (people who manage client accounts)
• 40-60% of time spent on primary subject matter expertise (e.g. Analytics)
• 15-25% of time spent on secondary subject (e.g. CRO program planning)
• 15-45% of time spent managing clients & your delivery team (increasing with seniority)
• Enablement Specialists (somewhere in the middle - typically managing individual projects within accounts)
• More time for primary subject
• Secondary subject is not required but will be arranged if desired
• 10-20% of time spent managing projects & DMPG delivery team

THE ROLE - SENIOR/ BASE/ JUNIOR ENABLEMENT SPECIALIST

The Enablement Specialist (ES) is focused on building their core skillset & engaging with clients as necessary to execute on this. The ES might run an insight project, a user testing program or an internal competitor benchmarking initiative and would act largely autonomously within this role. On most accounts there will also be an Enablement Lead, who is ultimately responsible for the holistic sentiment & direction of the client.
While the EL runs the client, it’s extremely important that each specialist has clear & distinct ownership. The EL will guide you and plug you into client sentiment, but this only works if you’re in charge and recognised as the expert.
The sort of person who thrives in the ES role typically loves their specialism too much to tolerate lots of client management, but at the same time needs to see a bit of the bigger picture to really enjoy their work. If you are put off by the idea of always feeding into an EL’s plan or having to deal with some aspects of client management, then this role is probably not the best fit for you.
Line Management: we focus on dynamic mentorship networks and prefer to avoid rigid hierarchy, which tends to limit personal growth & dynamism. You will have ample opportunity to pass on knowledge and help colleagues grow, but you are unlikely to manage a sizeable team at any point in your DMPG career. If formally managing a team is important to you then this is probably not the right role.

RESPONSIBILITIES

In this role, you will report to the COO, who will support you on all client tasks and ensure you’re getting the best possible support from the team to deliver for your clients & accelerate your career. Your day-to-day responsibilities will include:
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Being the primary interface for our clients within your own subject specialism.

• Ensuring all client requirements are understood, documented and validated, drawing on your experience to help define requirements.
• Manage the client delivery of tasks related predominantly to your primary subject area:
• Data Activation (CRO/ Personalisation program management & Reporting/ Insights)
• Research: Interrogating client data, their competitors, UX research and AI CX evaluation tools to generate strong test ideas
• Execution: scoping tests, moulding these with the client, briefing to DMPG dev team, overseeing development & launch and monitoring to deactivation
• Evaluation: building test results dashboards, applying relevant audiences, writing summaries including actions
• Strategy: turning lots of individual test results into compelling narratives for change, typically delivered within quarterly reviews.
• Cross-Channel Interface: key to success is the ability to think outside of your comfort zone - bringing in other DMPG teams to contribute where beneficial to the program, e.g. suggesting an Analytics Audit where data quality is compromising testing, or an omni-channel audit where there’s untapped opportunity to extend web successes to email/ ad networks.
• Ability to support COO and the client on their digital experience strategy and tool selection
• Ability to provide training support to your clients based on your advanced capabilities/experience of the core tools we use
• Regarded as a subject matter expert in any one of our 6 service strands.