Lead Specialist- Product Entitlement

Role Purpose

Entitlement Lead Specialist is responsible for providing operational support in ensuring product entitlement is correctly set up and maintained, and related systems are working effectively and continuing to meet the needs of the business. This role serves as key liaison between internal departments such as Research, Sales, Marketing, and Technology.

Main Responsibilities

Product Entitlement:

• Serve as a subject matter expert on entitlement policies and procedures
• Lead and coordinate the operation and development of the entitlement system and processes used to deliver content and access to clients
• Ensure that content and tools published on the portal are correctly entitled and accessible to clients in line with their subscriptions
• Work closely with Research Operations and Product Teams to fully define requirements for the introduction of new or enhancements of existing products and content
• Partner with key stakeholders including Sales, Finance, Technology to investigate and resolve entitlement-related issues
• Ensure specific actions are delivered within the accepted timeframes of each project
• Work with Product Teams to ensure entitlement is signed off and periodically reviewed
• Troubleshoot issues in accordance with agreed SLAs/KPIs and escalation procedures
• Provide day-to-day support for other entitlement-related queries and requests
• Act as an SME on specified projects, ensuring the needs of the Entitlement team and wider Sales team are represented, and ensuring core tasks are fully delivered

Process Definition & Improvement:

• Ensure processes are clearly documented, maintained, with user guides created and shared where appropriate
• Participate in the design and delivery of internal training, as well as provide ad hoc learning support to the business
• Support ongoing process and system improvement activity, including gathering internal user feedback, as well as participating in design, implementation, testing and rollout activities
• Identify and implement process improvements to optimise entitlement accuracy and efficiency
• Train and support junior staff or other departments on entitlement protocols
• To continually encourage best practice use of systems and processes by the business

Knowledge and Experience

Candidates should be confident and professional with 5+ years' experience of working in either a client-facing or process-driven environment. A strong commercial focus and excellent organisational and IT skills, as well as flexibility and good time management are essential to succeed in this role.

Key Competencies

• A commitment to excellence, providing high-quality level of service to internal customers
• Excellent problem-solving skills
• Attention to detail and accuracy
• Building and maintaining relationships
• Facilitating prompt and seamless communication among team members
• Managing multiple tasks, multiple contacts and co-ordination with multiple teams
• Organising complex actions and ensuring that they are followed through
• Strong organisation and planning skills and the ability to manage own workload within sometimes tight timescales
• Excellent IT skills (Word, Excel, PowerPoint)
• Strong working knowledge of entitlement or license management platforms (e.g. Salesforce, ServiceNow, Jira)

About Wood Mackenzie

Wood Mackenzie is the global data and analytics business for the renewables, energy, and natural resources industries. Enhanced by technology. Enriched by human intelligence. In an ever-changing world, companies and governments need reliable and actionable insight to lead the transition to a sustainable future. That’s why we cover the entire supply chain with unparalleled breadth and depth, backed by over 50 years’ experience. Our team of over 2,400 experts, operating across 30 global locations, are enabling customers’ decisions through real-time analytics, consultancy, events and thought leadership. Together, we deliver the insight they need to separate risk from opportunity and make confident decisions when it matters most.

Expectations

• Build and maintain impactful relationships beyond our team
• Strong communication skills with ability to present clear information
• Ability to make timely decisions and take action
• A high level of attention to detail
• Good organisation and time management skills, with the ability to work autonomously
• Ability to elicit stakeholder requirements
• Confident, self-motivated, professional, proactive, and entrepreneurial

We are a hybrid working company and the successful applicant will be expected to be physically present in the office at least 2 days per week to foster and contribute to a collaborative environment, but this may be subject to change in the future. While this is expected to be a full-time role, part-time or flexible working arrangements will be considered