Agency Enablement Associate

Who you are

• Excellent written communication skills, with the ability to build trust and relationships through digital channels
• Confidence working in a fast-paced environment where priorities can shift throughout the day
• Strong organisational skills and the ability to manage multiple conversations and priorities simultaneously
• A proactive and curious mindset, with a focus on solving root causes rather than simply addressing symptoms
• Interest in ecommerce, Shopify or agency partnerships is beneficial but not essential. We'll provide product training
• Availability to work and respond during EST business hours

What the job involves

• As an Agency Enablement Associate, you'll be the primary point of contact for our agency partners' day-to-day questions and challenges
• You'll spend much of your time supporting partners in Slack during EST business hours, providing real-time answers, removing roadblocks, and helping new agencies get started successfully. Your responsiveness, product expertise and relationship-building skills will directly influence the partner experience
• This is more than a support role. You'll build strong relationships with agency teams, identify recurring challenges, and help improve onboarding, documentation and processes as our partner programme continues to scale
• Monitor and respond to agency partner questions and issues via Slack throughout EST business hours
• Support the onboarding and activation of new agency partners, helping them become confident users of the platform
• Troubleshoot partner issues and coordinate with internal teams to ensure timely resolution
• Track partner enquiries, issues and activation progress to maintain visibility and ensure nothing is missed
• Build strong relationships with agency partners, positioning Alia as a trusted partner rather than simply a vendor
• Identify recurring questions, challenges and friction points, and share insights to improve documentation, onboarding and product development
• Support the wider partnerships team with ad hoc projects as the partner programme grows

Benefits

• Parental leave: Having a child is one of the biggest moments of your life and whether you’re a mum or dad, we understand the importance the time off work gives you to bond with your family. That’s why we offer an enhanced paternity, maternity and adoption leave policy for new parents.
• Medical cover: We offer medical insurance in all our global locations for our employees to feel reassured and offer options to look after their health and feel supported.
• Paid sick leave: When you’re unwell, you don’t want the added worry of whether you’re going to be paid for time off. That’s why we offer a company paid sick leave policy to support you when you need it.
• Dotdigital day: On top of your annual leave allowance and the holiday closedown period, we give you an extra day’s paid leave per year to use as you wish. It could be a day off on your birthday or a family birthday, a day to move house, or an opportunity to take advantage of the sunny weather!
• Share reward: Those who qualify may be granted a number of share options at no cost to themselves with the option to exercise these shares in the future.
• Wellbeing reward: Everyone has different ways of keeping themselves happy and healthy – the wellbeing reward is a flexible benefit that you can use towards an activity, hobby or membership.
• MyPossibleSelf: We recognise the importance of having on hand mental health and wellbeing support when you need it most. That is why we have a MyPossibleSelf wellbeing app membership for all Dotdigital employees.
• Wellbeing Days: As part of our continued support of employee wellbeing we want to provide you with time to support family, dependents, yourselves, and worthy causes.
• Loyalty reward: We’re proud to have employees who’ve been with the company since day dot and we believe loyalty is definitely something worth celebrating. So, for your first 5 years of service, and every additional 5 years’ service beyond that, have dinner and drinks on us.
• Specific policies to support our employees: There may be times where your personal circumstances can be challenging and mean you require some additional support from us. That is why we have internal policies on Bereavement, Babyloss, Menopause and Fertility Support to ensure you feel supported during this time.