- You will be responsible for the following:*
- Maintain and grow the company Help Centre as a reliable and comprehensive source of information that customers value.
- Analyse usage data to identify the need for new articles or refinements to existing articles.
- Establish feedback channels with multiple stakeholders to ensure that the content remains current and relevant throughout the product lifecycle.
- Uphold consistent formatting, writing style and standards across multiple touchpoints.
- Optimize searchability to ensure that customers find the information they need, quickly.
- Contribute ideas for self-help features and enhancements.
- Use SEO practices to optimize articles and increase visibility on the company website.
- Work with the marketing team to uphold the company brand and tone style guide.
Operational
- Prepare content for ad hoc operational communications according to the needs of the product/ service teams.
- Maintain and optimise any templates and transactional mailers used by the service team across channels: emails, chat, and SMS.
- Create and maintain a single content source for easy access by key stakeholders.
- Upload approved customer content onto our email template generator.
- Coordinate between stakeholders to get sign-off.
Communication mapping
- Audit map out and optimise the current communication content aligned to the customer journey.
- Maintain and manage the existing content, ensuring that its current and relevant across the web hosting industry.
- Requirements:*
- 3+ years relevant working experience within a similar role.
- Portfolio of example written work.
- Excel: Intermediate experience.
- Experience in the web hosting industry an advantage.
- Knowledge of HTML and WordPress an advantage.
- Previous communication management experience preferable.
- Exceptional writing and editing skills.
- Strong analytical skills.
- Ability to convey technical concepts simply to a non-technical audience.
- Passionate about quality and high standards.
- Confident in communicating effectively with stakeholders at different levels.
- Comfortable working in a dynamic environment, with broad subject matter and technical concepts.
- Task orientated, with excellent time management/ organisational skills.
- Confident, self-motivated, and able to work independently and collaboratively.
- Able to handle constructive stakeholder feedback and balance perspectives.
Please apply here: Communications (Specialist Marketing)
Please note that only shortlisted candidates will be contacted. Should you not receive feedback within 48 hours, please accept your application as unsuccessful.