Deliverability Support Specialist

THE COMPANY

With offices in Brighton and Skopje, Sopro provides sophisticated digital marketing services to hundreds of businesses, from innovative start-ups to global brands. 

As the UK’s leading B2B sales engagement service provider, with over 250 employees and backed by 10 years of multi-award-winning results, maturity and scale, Sopro offers a powerful and unique sales engagement proposition. Our relentless focus on innovation makes it an exciting time for both our teams at Sopro and our clients. 

Sopro is committed to providing an inclusive, rewarding and fun place to work and received a “Best Place to Work” award at the UK Business Awards 2021. 

THE ROLE 

Within our Operations team, we are looking for a Deliverability Support Specialist – an individual eager to expand their expertise in email deliverability and play a crucial role in making sure our messages consistently land in the right inboxes. Assuming the role, you will be at the heart of our efforts to optimize email performance, support any deliverability challenges and offer assistance in troubleshooting to our teams and clients. 

This is a great opportunity for someone with strong analytical and problem-solving skills, keen to solve challenges related to email deliverability.

KEY RESPONSIBILTIES  

• Monitor, troubleshoot, and escalate key deliverability metrics, including inbox placement, bounce rates, and spam complaints. 

• Conduct day-to-day campaign performance monitoring, flagging areas for deliverability improvement. 

• Provide first-line support for deliverability challenges, offering timely troubleshooting assistance to our internal teams and clients, providing guidance and solutions. 

• Investigate reasons for spam filtering and propose enhancements, such as adjusting content and managing sender reputation. 

• Monitor and improve the email warm-up process, ensuring optimal deliverability for new and existing campaigns. 

• Analyze undelivered codes and test sending mechanisms to identify and resolve technical issues. 

• Suggest best practice recommendations to internal teams, including improvements in email templates, subject lines, and sending schedules to optimize deliverability. 

• Assist in training Campaign Managers on deliverability best practices, ensuring consistent application across all campaigns. 

• Maintain and update FAQs and troubleshooting guides for common deliverability issues, enhancing team knowledge and efficiency. 

• Conduct competitive platform testing to stay ahead of industry trends and best practices. 

• Participate in deliverability strategy projects, contributing to our overall email performance improvement initiatives. 

ABOUT YOU 

• Understanding of Email authentication, with knowledge of SPF, DKIM, DMARC and how to troubleshoot and implement these protocols to ensure email security and deliverability. 

• Understanding of IP and Domain Reputation Management, and understanding how IP reputation impacts email deliverability, as well as methods for warming up new IPs. 

• Experienced with Email filtering, with knowledge of spam filters and practices for avoiding them. 

• Understanding of WarmUp processes 

• Experience in troubleshooting deliverability issues and identifying the root causes of deliverability problems (e.g., blacklisting, spam folder placement) and resolving them. 

• Strong multitasking abilities - ability to juggle multiple deliverability-related projects and priorities across different teams. 

• Analytical mindset, with ability to interpret performance data and provide actionable insights to various teams 

• Skilled in analyzing deliverability metrics like open rates, bounce rates, complaint rates, and engagement to identify trends and areas for improvement. 

• Excellent communication skills with a client focused mindset – able to provide excellent support to both internal teams and external clients to ensure smooth email delivery. 

• Proactive attitude towards self-development and eagerness to expand knowledge of various systems, software and technologies that are supported by the team.    

ABOUT US 

We’re the people behind the prospects. For all the clever tech, what makes the Sopro service stand out is the people. As we like to tell our clients, we’re a team not a tool. 

Our values permeate Sopro through our behaviours, not only as people but across the business. 

We invest in our people, their development, our products and our working environment. We are ambitious, not only as a business but by encouraging passionate and imaginative collaboration. We are people who are proud of our identity and celebrate each other’s successes, whilst giving back to our local communities. We are open and transparent, with our clients and our people – each team member has a voice, and we ensure it is heard! 

WHAT WE OFFER  

At Sopro we invest in our people – they are what makes our company great and we work hard to make sure that everyone feels like a valued member of the team. Some of the perks we offer: 

• Career progression plan – Well-structured career progression path supported by regular 360- degree feedback. 

• Company profit sharing – We believe in sharing in our success, as such we’ll reward your loyalty by sharing 10% of the company’s net profit with employees. 

• Extended annual leave 

• Private healthcare insurance 

• Learning and Development – An environment where we encourage your personal and professional growth, additionally supported by mentorship, external training and certification when needed.

• Hybrid working- 3 days from home, 2 days in the office, and if you want to come every day – you surely can! 

• Flexible national holidays: public holidays mean more time off, choose how and when to enjoy them each year. 

• Employee discount program; enjoy savings on everyday purchases in a variety of retail stores, restaurants, bookstores and more. 

• Wellbeing package adapted to the needs of our people. Regular sports, social activities, and lots of healthy snacks. 

• Your work matters – We have an open-door policy and value your opinion. Ideas are heard and genuinely put into practice.