The Opportunity
- Adecco is partnering our client, one of the biggest Tech MNCs
- We are looking for a Digital Customer Experience Manager
- The role will start out as a contract
- Candidates who are immediately available/ able to start work within short notice will be preferred
The Talent
- 3+ years of relevant Community and digital content experience.
- Proficient in Microsoft Office and Excel.
- Highly experienced with analytics tools (Adobe Analytics, Google Analytics) and content publishing platforms preferred (Adobe Experience Manager).
- Experienced in Photoshop and/or other relevant image editing software. Experienced in Graphics/Video editing is an added advantage.
- Experienced in website optimization (SEO, UI/UX).
- Basic understanding of HTML, CSS and content management systems.
- Previous experience in content creation in the area of customer experience is a plus.
- Excellent communication skills, both written and oral.
- Attention to detail and a commitment to quality.
Job Description
- Responsible for conceptualizing, communicating, and executing a regional digital experience strategy from a CS perspective which will require close collaboration with other BUs
- Propose and lead initiatives to enhance customer digital self-help experience
- Oversight of Community Moderation for the region, engaging with the community moderators of each Subsidiary to ensure a healthy Community ecosystem, meeting key engagement metrics.
- Support web & mobile app FAQ contents management, including analysis and proposals to improve web support experience.
- Create and edit customer service-related content, including FAQs, help articles, support guides, and newsletters.
- Lead and collaborate with other departments such as Contact Centre, Service Operations, Marketing and Product teams in digital transformation initiatives to improve digital customer experience and support strategic commercial objectives
- Oversight of Business Profile, Community Moderation, and Members program
- Lead and implement Service Marketing strategies, including hands on approach to digital content creation (digital banners, videos, images), assets amplification, and digital content library maintenance
- Monitor and analyze content performance to identify areas for improvement, and stay up-to-date with industry trends and best practices in content creation and SEO.
Next Step
- Prepare your updated resume (please include your current salary package with full breakdown such as base, incentives, annual wage supplement, etc.) and expected package
- Send your resume to [email protected]
- All shortlisted candidates will be contacted
Liu XinYang
EA Licence Number: 91C2918
Personnel Registration Number: R1988872
