CX Content Manager

Purpose of the role
Reporting directly to the Head of Customer Journey this role is accountable for the delivery of all customer support content across the UK & Ireland. The aim is simple; to help our customers, partners and colleagues get the very best from their products across the whole life cycle. Merging creative capabilities, technical and analytical skills, the person will form an essential part of the Customer Experience Team.

Key Responsibilities:

• Ownership of content creation, curation, upkeep and syndication across all customer touchpoints. This includes online and offline channels such as support page FAQs and internal platforms such as knowledge bases
• Bring to life the content strategy and make customer and digital first support our culture
• Lead and manage all relationships with partner agencies in relation to:
• Content creation and prioritisation
• Contracts and SLA’s
• Performance management
• Ensuring our partners and vendors have the content available to them when giving support to customers.
• Identify content opportunities at the point of need to drive online volume for the key customer pain-points during the set-up and subsequent in-life experience while making sure it is consistent with existing content and not competing with established articles across each product category
• Shared ownership of our outsourced European Content Production Centres; in respect of briefing, productivity, approvals and performance
• Work closely with Digital, Brand and Channel marketing to ensure support content is available for, and consistent with, their channel demands (partner’s websites, CRM activity, social media digital campaigns, etc.).
• Ownership of content performance management, insights and reporting across all channels ensuring both new and existing content is always up to date, accurate and easy to find.

What do we need for this role?

• Excellent competency in English language (both written and spoken), including accurate spelling and grammar
• Excellent communication skills (verbal and written) with an understanding of the importance of tone and language when communicating across various channels and a wide variety of audiences (e.g. non-technical, technical, commercial, etc.)
• Strong analytical, reporting and presentation skills
• Ability to build relationships with people at all levels and across multiple departments and functions
• Tenacious and creative approach to problem solving
• Ability to effectively performance manage vendors and their operational delivery of content production
• Strong IT literacy skills & proficient in MicrosoftTM Office products
• Experience of developing, administering, governing and driving utilisation of CRM tools and Knowledge Bases
• Awareness of industry trends and new innovations for content management
• Project management skills
• Ability to work under pressure and to challenging timelines
• A willingness to undertake occasional domestic and international travel is required.