The CX Communications Analyst drives the delivery of clear, consistent, and engaging messaging across all customer touchpoints. This role is responsible for creating and executing
multi-channel content, managing the integrated communication calendar, and equipping internal
teams with the materials needed to ensure a seamless customer experience.
Job Description:
Digital Content & Channel Management
- Demonstrate a deep understanding of digital ecosystems, including social media
- algorithms and email marketing best practices, to ensure content is optimized for engagement and reach.
- Manage the end-to-end execution of customer newsletters and triggers using emailer tools (e.g., Infobip and Salesforce Marketing Cloud), ensuring clean layout and segmentation.
- Develop high-quality copy for all digital platforms, maintaining a consistent brand voice that resonates with different customer personas.
Visual Storytelling & Sales Support
- Leverage advanced skills in PowerPoint, Keynote, or Canva to create high-impact
- presentations and decks for the sales team and internal stakeholders.
- Prepare and update diverse communication materials, including digital brochures, one- pagers, and traditional print assets, ensuring all information is accurate and visually aligned with the brand.
Strategic Coordination & PR Liaison
- Prepare and package content for both traditional and digital media, ensuring a
- cohesive message across press releases, blog posts, and offline advertisements.
- Act as the primary point of contact for the media team, facilitating the flow of informationfor PR releases and ensuring external messaging reflects the current CX strategy.
- Execute and monitor the communication calendar to ensure timely delivery of all tacticalcampaigns and segment-specific updates.
CX Operations & Issue Support
- Oversee the development of scripts, manuals, and talking points to provide the frontline team with the tools needed for a seamless customer experience.
- Support the team in drafting reactive messaging and FAQ ; documents during service disruptions or brand-sensitive events.
Qualification Requirements
- Bachelor's degree in marketing, communications or any related course
- At least 2-4 years of work experience in marketing and/or communications
- With a track record of successful marketing programs and campaigns.
- With strong written and verbal communication skills
- With analytical skills and proficiency in digital channel management, market research and data analysis.
- Ability to work in a fast-paced environment and manage multiple projects simultaneously.
- Graphic design skills and familiarity with design
- Must have strong interpersonal skills
- Good presentation skills
