At least 2 to 3 years experience in directly managing a CRM or CCM platform, or any communication channel (e.g. any content management system, email/SMS/web portal, social media business accounts, and the like)
Basic to intermediate understanding of process automation
Basic to intermediate experience in management of communication automation projects
Advanced knowledge of brand management
Proficient writing and content creation and management skills
Excellent reporting and documentation skills
Excellent coordination and communication skills
RESPONSIBILITIES:
Assists the Marketing Head in executing the company's overall strategy in improving all customer touchpoints by setting up automated processes and systems, improving and streamlining communications, and the like
Coordinates with various solutions providers, vendors, and agencies that contribute to the development of programs and systems.
Collaborates with different stakeholders in the development of enablement tools and solutions in the role of either customer communication and CX support, program lead, or both.
Spearheads the implementation and cascade of the solutions provided to its users, which include creating training materials and compliance monitoring tools.
Monitors and reports on the progress of implementation and development of the system solutions, adoption rates of its users, performance metrics within the system, gaps in the system implementation, and recommends solutions to improve performance of the system, performance of the business targets, and its user's experience
Writes, edits, and distributes/sets up content for all customer communication touchpoints
Maintains performance of the CX and Brand unit in terms of budget management, activity calendar execution, and activity performance metrics.
