Integration Project Manager

Epsilon is known for its expertise in data-driven marketing, customer insights, and technology-driven solutions. Epsilon serves a wide range of clients, including Fortune 500 companies and brands from diverse industries such as retail, finance, telecommunications, healthcare, and more. The company focuses on helping businesses better understand their customers and enhance customer engagement through personalised experiences.

In 2019, Epsilon was acquired by Publicis Groupe, a global communications and marketing company based in France. Launched in 2017, CitrusAd is a world first digital platform that has unleashed the potential of online shelf space and acquired by Epsilon in 2021. CitrusAd effectively turns online retailer websites into highly targeted and revenue generating digital advertising platforms, and in the process has changed the way in which retailers, advertisers and customers manage and experience e-commerce.

The Platform Operations, Support, and Onboarding teams play a vital role in ensuring the reliability, stability, and seamless functioning of CitrusAd's production systems and offerings. Central to the success of these teams is the commitment to providing exceptional customer support, epitomised by a "center of excellence" that enables a comprehensive service delivery support cycle. This commitment is pivotal in guaranteeing a smooth user transition and persistent user satisfaction on our technology platform. By furnishing proficient onboarding assistance and consistent support, the teams amplify user engagement, surmount technical impediments, and passionately advocate for user requirements.

The Integration Project Manager is responsible for implementing technical solutions and managing technical integration relationships with Citrus’s retailer clients. The role acts as a project manager, liaison between clients and Citrus’s internal, where you will lead pre/post sales integrations & retailer implementations.

Responsibilities:

• Client Integration and Project Management
• Collaborate with stakeholders to define project objectives, scope, and success criteria.
• Develop detailed project plans, timelines, and resource allocation strategies.
• Plan and manage client technical integrations and new feature set onboarding activities.
• Manage Technical Consulting Agreement (TCA)projects, retainers, timelines, and hours.
• Prepare and present reports on project progress and activities.
• Manage budget, scope, and delivery.
• Identify project risks, impacts and mitigation activities to delivery timelines and project success.
• Foster effective communication within project teams and stakeholders.
• Own the Service Transition into the Platform Operations team for technical support of clients post-launch.

Operational Practices:

• Uphold operational practices and ensure implement and enforce best practices for software implementation and project management.
• Provide proactive management for incident and problem detection.
• Uphold and support the operational integrity of all production environments.
• Conduct thorough testing and quality assurance processes.
• Work as a team to ensure all SLAs and practices are well defined, documented and consistently applied/adhered to provide premium customer support services.
• Uphold the IT Service and Support workflow - with a particular focus on ensuring best in class customer experience.

Stakeholder Engagement:

• Collaborate with cross-functional teams, including Pre-Sales, Client Integration, Product, Release Management, Platform Operations, Global Support, and others.
• Maintain strong relationships with clients, ensuring their needs are met while maintaining credibility and business needs of CitrusAd and Epsilon.
• Proactive and constructive identification and mitigation of issues and conflicts, utilize strong negotiation and solutions to maintain client relationship and project team alignment.

Skills & Experience:

• 2+ years experience as a project manager in technical software implementation
• Strong technical acumen and the ability to understand complex software systems
• Excellent leadership, negotiation, communication, and interpersonal skills
• Ability to work collaboratively in a fast-paced, dynamic environment
• Strong problem-solving and decision-making skills
• 3 years of experience in technical /customer service role at a SaaS company
• Ability to dive deep while also keeping perspective on the big picture goals
• Strong interpersonal skills with the ability to communicate upwardly to top management and downward to a wide range of audiences
• Ability to motivate teams to produce quality materials within tight timeframes and simultaneously manage several projects
• Must be self-directed and motivated and able to multitask in a fast-paced ad technology environment.

Epsilon always puts people first . Everything we do is done as a team, with integrity and accountability. We focus on what works and what’s right, not what’s easy and accepted. When you’re one of us, you run with the best. You’re part of a company with industry-leading technology, with the opportunity to work on projects for some of the world’s biggest brands. Our people have the talent, tools and passion to do epic things together—for our clients, for consumers and for our community.

Great People Deserve Great Benefits  We know that we have some of the brightest and most talented employees in the world, and we believe in rewarding them accordingly. If you work here, expect competitive compensation, a great benefits package and endless opportunities to advance your career.

We offer hybrid working opportunities, with our office space located in the Iconic Television Centre, White City. 

As part of our dedication to enhance our inclusive and diverse workforce , Epsilon is committed to equal access to opportunity for people without regard to race, age, sex, disability, neurodiversity, sexual orientation, gender identity, pregnancy and maternity, marriage and civil partnership or religion or belief. We are committed to providing reasonable adjustments for candidates in our application process.