Role Title: Digital Communications Specialist
Reporting to: Operations Support and Development Manager
Contract / Permanent : Permanent
Covering several brands, across multiple geographies, this newly created position will ensure that all customer service related communications reaching customers are complete, accurate and meets its objectives by supporting the mission of Smartbox to provide an unparalleled multi-channel experience for buyers, beneficiaries and partners. The role will also ensure that internal stakeholders are well-informed of activities, decisions and changes.
Key Responsibilities :
Reporting to the Operations Support and Development Manager, it is a dynamic and varied role, requiring strong stakeholder management skills and experience across channels as well as internal and external communication. You will be responsible for the following:
•Take ownership of customer communication templates to ensure tone, style and content are on-brand and effective.
•Coordinate and own the FAQ and Help content to support service objectives.
•Contribute to the maintenance of mechanisms for sharing knowledge including across customer service and related stakeholders (e.g.: internal and external FAQ, knowledge articles etc.).
•Support the internal and external communication requirements of the Customer Service department.
•Ensure aligned messaging, timing, frequency, channels, tools and processes.
•Drive the tone of voice and style of all Customer Service communications.
•Manage communication related metrics and channel data. Work closely with the analytics and reporting team in order to produce detailed, accurate and engaging narrative reports
Essential Competencies/ skills :
•Communications professional with demonstrable experience in similar or related role
•Excellent knowledge of contemporary communications good practice, including channels, tools, message development and message measurement with ability to innovate and implement new ideas
•Communication experience in a digital space, with experience in FAQ development and management with an impact on business outcomes
•You have excellent command of English written and verbal communication skills
•Proven ability to produce compelling content
•Customer focused, with a quality drive and attention to detail
•You possess strong interpersonal skills and know that cooperation across the business enables you to drive the communication agenda to deliver business value.
•You are a team player with a curious, flexible and proactive attitude.
Desired Competencies/ skills :
Additional languages, particularly European (French, Spanish, Italian) would be an advantage
*As duties and responsibilities of the post holder change, the job description may be reviewed and amended as appropriate.