Customer Experience Specialist (f/m/d)

<p><strong>Purpose of Position</strong></p> <p>As a <strong>Customer Experience Specialist</strong>, you will be responsible for creating and executing high‑quality educational content for advertisers using our <strong>Platform Services propositions</strong>, supporting the growth of their affiliate programmes and enabling the self‑unlocking of GP.</p> <p>This role focuses on developing engaging, practical content such as <strong>how‑to guides, articles, platform training videos, webinars, and email lifecycles</strong>, as well as testing new initiatives that explore opportunities to drive revenue and continuously improve the advertiser experience.</p> <p>Alongside content creation, you will work closely with the <strong>Customer Experience Team Leader</strong> to maximise advertiser potential across <strong>Self‑Service and Essentials</strong>. This includes identifying under‑utilised platform features, and supporting a broad range of departmental initiatives – from publisher activation to strategic peak‑planning campaigns delivered via emails, guides, and webinars.</p> <p>If you’re a creative, commercially‑minded individual with strong cross‑department collaboration skills, this is an exciting opportunity to join a fast‑paced, dynamic team passionate about helping to grow the grassroots brands of the future.</p> <p><strong>Your location:</strong> London, Warsaw, Madrid, or Iași</p> <p> </p> <p><strong>Key Tasks</strong></p> <ul> <li>Develop creative, innovative content that provides “virtual hand‑holding” and self‑serve enablement for advertisers.</li> <li>Confidently present content both internally and externally, including to senior‑level stakeholders.</li> <li>Support or take ownership of short‑term, high‑impact departmental projects focused on driving quick wins and maximising GP potential for Platform Service advertisers.</li> <li>Coordinate and create compelling <strong>peak</strong><strong>‑</strong><strong>planning content</strong>, from major seasonal events (e.g. Cyber) to locally focused initiatives.</li> <li>Plan, host, and record webinars covering strategic themes, publisher types, and seasonal planning.</li> <li>Work closely with neighbouring functions and teams, including <strong>Onboarding, Customer Support, Customer Success, Platform Service Delivery, Marketing, Product, and UX</strong>.</li> <li>Deliver occasional <strong>Random Acts of Kindness (RAOKs)</strong> to top‑performing advertisers to support engagement and GP growth.</li> <li>Conduct Quality Assurance tasks to embed the Awin Branding and TOV guidance across neighbouring functions content (such as email templates and client ppts).</li> </ul> <p> </p> <p><strong>Skills & Expertise</strong></p> <ul> <li>1+ years’ experience in affiliate marketing</li> <li>Enthusiastic, committed, and highly motivated, with a strong sense of accountability and ownership.</li> <li>Commercially minded, with a passion for growing the Platform Services offering and accelerating advertiser success.</li> <li>Proven experience working cross‑functionally with multiple teams and stakeholders.</li> <li>Excellent time‑management and organisational skills, with the ability to manage multiple priorities and deadlines.</li> <li>Confident communicator with a strong attention to detail.</li> <li>Strong writing skills, with experience creating customer‑facing content.</li> <li>Numerate, with a solid working knowledge of MS Office tools - especially Excel.</li> <li>Bilingual candidates are encouraged to apply, with <strong>German</strong> language skills considered a strong advantage.</li> </ul> <div class="TypographyPresentation TypographyPresentation--medium RichText3-paragraph--withVSpacingNormal RichText3-paragraph HighlightSol HighlightSol--buildingBlock"> </div> <div class="TypographyPresentation TypographyPresentation--medium RichText3-paragraph--withVSpacingNormal RichText3-paragraph HighlightSol HighlightSol--buildingBlock"><strong>Our Offer</strong></div> <p> </p> <ul class="RichTextList-bulleted"> <li> <div class="TypographyPresentation_31345133_root TypographyPresentation_31345133_root--medium RichText3-paragraph--withVSpacingNormal RichText3-paragraph HighlightSol_1625403506_highlightSol HighlightSol_1625403506_buildingBlock"><strong>Flexi-Week</strong>: We prioritise your mental health and wellbeing by offering you a four-day Flexi-Week (with one lighter or completely disconnected day per week) at full pay, with no reduction to your annual holiday allowance.</div> </li> <li> <div class="TypographyPresentation_31345133_root TypographyPresentation_31345133_root--medium RichText3-paragraph--withVSpacingNormal RichText3-paragraph HighlightSol_1625403506_highlightSol HighlightSol_1625403506_buildingBlock"><strong>Flexi-office</strong>: We offer an international culture and flexibility through our hybrid/remote working scheme which is designed to foster a culture of mutual trust and working flexibility.</div> </li> <li> <div class="TypographyPresentation_31345133_root TypographyPresentation_31345133_root--medium RichText3-paragraph--withVSpacingNormal RichText3-paragraph HighlightSol_1625403506_highlightSol HighlightSol_1625403506_buildingBlock"><strong>Work Expense Contribution & Remote Working Furniture</strong>: You will receive a monthly all