This role in the Corporate Customer Engagement team will be responsible for the delivery of engaging, relevant, and effective customer communications across the customer lifecycle. They manage lifecycle and program content and educational resource needs across email, in-product messaging, webinars, web customer communities, and other engagement touchpoints. Working closely with Customer Engagement Program Design Managers and Lifecycle Program Managers, they ensure customers receive the right content through the right channel. Based on performance data and customer feedback, they continuously recommend how content may be improved to drive customer engagement, adoption, retention, and growth outcomes with input from content and portfolio teams

This role will build up expertise in user content, content effectiveness, and customer engagement channel best practices and will be measured by engagement rates, channel effectiveness, customer experience and operational excellence.

Accountabilities

User content production and website management
Align use of shared channels across customer engagement, acquisition and regional
Manage coordination, governance, channel guidelines and compliance across all customer engagement customer comms 
Cross-functional collaboration with life cycle program managers, content strategy and audience teams, including A&G
Use existing dashboards in Adobe Analytics, Tableau, and other reporting tools to monitor and report on the performance of digital marketing initiatives. Produce reports and share as required.
Support set up and monitoring of A/B testing campaigns. Monitor campaign performance, and provide ongoing updates and results.
Support publication and maintenance of web pages including updating of content (based on provided content), links, and graphics. CMS training will be provided.
Support housekeeping activities including updating of documentation and content repositories, creation of campaign codes, other as required.
Support sourcing and manipulation of creative assets for use in initiatives across digital channels
Assist in process and stakeholder management
Carry out admin tasks as required

Qualifications

Bachelor's Degree holder
B2B marketing experience
Proven experience managing content production
With 3+ years hands-on experience on digital marketing, social media marketing and campaigns implementation
Channel/Project management experience
5+ years of experience in customer communications, content marketing, user content creation, digital marketing, lifecycle marketing, or related disciplines. 
Experience managing user content, translating and scaling content for multiple customer segments and lifecycle stages, managing customer hubs and customer engagement channels. 
Experience working with marketing automation, email marketing, customer engagement platforms and AI tools for marketing.
Customer-centric mindset, innovative approach to optimizing customer comms, ability to manage multiple priorities and deliver in a fast-paced environment
Strong communication and stakeholder management skills
Communication skills: Comfortable in presenting his/her team's projects and results to various stakeholders. Proactively reaches out to stakeholders to provide projects status.
Experience of basic image editing/manipulation tools
Experience in the use of reporting and analytics tools – Adobe Analytics, Tableau or similar is a plus
Experience of CMS tools an advantage
Believes and thrives in a high-performance culture
Passionate – Driven and committed to exceed goals, with energy that inspires others
Curious – Have a passion for continuous learning and improvement
Accountable – Get things done, takes ownership and committed to make things happen
Team player – Think and act for the greater good and accept collective responsibility
Courageous – Does the right thing, in the right way for the right reasons
Customer-centric – Understands the value for customers and have customer experience at the heart of what he/she does
Focused – ability to keep going in the face of adversity
Adaptable and can quickly change course when required
Highly collaborative
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

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Digital Marketing Analyst III