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Content Lead

  • Job reference: 45094
  • Location: London
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Digital and Development
  • Salary: £60000 - £75000 per annum

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This role will help the business define digital content strategy for the UK but will also have the chance to work with colleagues globally to share ideas and learning. It is a role that will involve working with lots of parts of the business as there are so many areas already creating content.

They also want someone who is passionate about improving the support part of their website and using content to answer common customer queries and making sure their customers have the best online information possible.

They need someone who will help them:

- Develop a content vision for their websites across several platforms in their technology stack.

- Represent the customer and challenge people to think of the entire customer journey.

- Work closely with brand and other parts of the business to ensure consistency and best use of content

- Manage and work closely with their creative agencies.

- Collaborate with marketing managers, product managers, developers, and key business stakeholders to influence requirements and help define and shape content.

- Support and actively encourage an agile way of working.

- Improvement in support section of their website to respond to customer feedback.

Key Deliverables

- Creation and implementation of tone of voice guidelines.

- Creation and implementation of a digital editorial guide.

- Management of a content framework within which content creators can work to share ideas, ensure consistency and make sure content is placed and amplified in the right ways.

- Work with their agencies to complete a content audit and rationalisation of content.

- Management of a content repository and workflow tool.

- Improvement in NPS across their support section of the website.

Background Required

They need someone who is dynamic and approachable - someone who is great at building relationships with people. This also means:

- Digital content experience including copywriting

- Some digital UX experience helpful but not essential

- Some customer research experience helpful but not essential

- Experience of NPS and voice of the customer

- Excellent influencing and interpersonal skills

- Excellent written and verbal communication skills

- Passion and commitment to create genuinely engaging experiences

- Experience of working successfully on both small and large-scale projects, using a variety of technologies

- Outstanding people management experience and skills

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