CX Content Manager - Aldena Associates

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.


What does success look like?
Achievement of core Key Performance Indicators(KPI) such as:

  • Content resolution metrics
  • Utilisation of content
  • Digital/on site performance metrics
  • Partner/Vendor resource utilisation
  • Customer satisfaction metrics.
  • Linking the content important metrics with the wider important metrics for Customer Experience and the company

Ensuring that we have the right content consistently & syndicated across all of our channels. Leading the vendor relationship management of our outsourced partners ensuring that the vendors fulfil the commitments and obligations expected of a strategic partner to the company.

Delivering best in class online support content, what it looks like, how to identify gaps and implement standard processes and be capable of driving us to constantly improve our own content.

Acting in a consultative/advisory capacity to the organisation on the subject of customer support content, sharing industry standard process, trends, recommendations and themes.

Working across the company to organise, promote, advise and elevate customer support content and the benefit it brings to the customer and the business.



  • Expert in designing, implementing a content delivery strategy
  • Broad background of working across multiple teams to deliver projects
  • Digitally fluent in UX design and build
  • Expert understanding of Knowledge base architecture
  • Knowledge of customer content lifecycle management is a requirement.
  • A history of working with SaaS and other software providers that enhance and support digital and offline journeys
  • Strong background in aftersales and in life support propositions i.e. insurance, repair, ex-warranty, customer support
  • Strong understanding of Search Engine Optimisation (SEO), Search Engine Marketing (SEM) and Pay Per Click (PPC)
  • Strong comprehension of search engine algorithms and associated trends
  • Knowledge of web analytics tools e.g. Google Analytics, etc.
  • Outstanding written as well as verbal communication skills to support both presentation and copy writing requirements



  • Great people person and motivator
  • Inspired by great content design
  • Solutions orientated
  • Able to think big when required
  • Ability to create a vision for the future and take people on the journey
  • Strong on process management
  • Self-confident and effective communicator
  • Diligent Operator that is able to work under pressure
  • Ability to work autonomously and within a team collective
  • Great with data analytics
  • Ability to present key data to a wide audience
  • Desire to explore and test new technologies
  • A willingness to change and try new things…whatever it may be
  • Great personality coupled with a positive attitude and outlook


Benefits of working at the company include:

  • Bonus Scheme
  • Pension contribution
  • 3 x volunteering days each year
  • Holiday – 25 days per annum plus bank holidays
  • Access to staff sales discounts on a wide range of products
  • Access to discount shopping portal

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to
request accommodation.

We create the future by fostering a diverse culture to drive sustainable growth.

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About this job

Job type
£59,000 - £69,000