Manager Customer Communications

•Communication Roadmap and methodology: Develop and implement a comprehensive communication methodology that aligns with the organization's customer experience goals and digital initiatives. This should aim to consistently and effectively communicate with customers to enhance their experience.

•Customer Engagement: Drive customer engagement by creating and delivering meaningful and relevant content through various channels, such as email, SMS, website, and mobile apps. Foster a sense of community and brand loyalty among customers.

•Brand Messaging: Ensure that all customer-facing communications, including marketing campaigns and product information, reflect a consistent and customer-centric brand message. The Manager should articulate the organization's commitment to delivering an exceptional CEX.

•Customer Feedback: Manage customer feedback channels and gather insights from customers to understand their needs, preferences, and pain points. Leverage this feedback to improve and tailor communication strategies.

•Cross-Functional Collaboration: Collaborate with cross-functional teams, including marketing, product development, customer support, and IT, to align communication efforts with broader customer experience and digital transformation goals.

•Content Development: Oversee the development of customer-focused content, such as articles, videos, newsletters, and social media posts, that provides value and information to customers and promotes a positive brand image.

•Personalization: Utilize data and analytics to personalize customer communications. Tailor messages and offers to individual customer preferences and behaviors, enhancing their experience and increasing engagement.

•Digital Channels: Leverage digital channels to reach customers where they are most active. Develop and manage digital communication strategies that optimize the use of email, social media, mobile apps, and other digital platforms.

•Customer Education: Create educational materials and resources that help customers maximize the value of products and services. Provide guidance on using digital tools and platforms effectively.

•Measurement and Reporting: Establish key performance indicators (KPIs) to measure the effectiveness of communication efforts in improving customer experience. Regularly analyze and report on the impact of communication strategies.

Compliance: Ensure that all customer communications adhere to legal and regulatory requirements, including data privacy and consumer protection laws.

Qualifications & Experience:

• Bachelor's in Communications or Business.
• 8 years experience in Communication management and experience in English communication writing.