Senior Content Strategist

6 days ago

Brighton, Brighton and Hove, United Kingdom Mpb Europe Limited Full time
{"title": "Senior Content Strategist", "content": "Job Summary

Mpb Europe Limited is seeking a highly skilled Senior Content Strategist to join our Customer Operations Team. As a key member of our team, you will be responsible for developing and overseeing a globally consistent, locally appropriate content strategy for all knowledge management and documentation in the Customer Team.

Key Responsibilities

  1. Develop and maintain MPB's comprehensive library of help centre articles to empower customers in all markets to easily find answers to a wide range of common questions.
  2. Ensure that team members can easily find the information they need by developing a content strategy for the internal Knowledge Hub.
  3. Collaborate with the Product and Customer team to identify new content needs and address existing gaps.
  4. Ensure that content is aligned with company standards and copybooks, is easy to understand, and accessible.
  5. Analyse customer interactions with AI-powered chatbots and implement iterative updates and improvements to content based on customer feedback and performance metrics.
  6. Work closely with UX, Product, and Customer Support teams to ensure a cohesive content strategy and delivery both regionally and globally.
  7. Collaborate with Content Designers and Copywriters to develop messaging frameworks for copybooks used across the business.
  8. Monitor and analyse content performance metrics and make data-driven recommendations for enhancements.
  9. Develop a deep understanding of customer needs and expectations from multiple data sources across the customer journey, tailoring content accordingly.
  10. Lead a team of regional Knowledge Development Specialists to design, develop, and deliver technical training content to support ongoing business initiatives.
  11. Own the Customer Support training and onboarding programme globally, ensuring that content is globally consistent and locally appropriate.

Requirements

  1. Proven experience in content creation, curation, and optimisation.
  2. Familiarity with AI technologies and their applications in customer support.
  3. Previous leadership experience, ideally in a customer support or training environment.
  4. Strong analytical skills and the ability to interpret data to drive content decisions.

Desired

  1. Experience in data reporting e.g. working with Tableau and/or other Data Visualisation Tools.
  2. Previous Admin or 'super-user' experience in relevant customer engagement software.
  3. Experience in managing teams remotely and/or in other regional locations.

What We Offer

  1. 25 days annual leave + bank holidays.
  2. 4% employer contributory pension scheme.
  3. Private healthcare.
  4. Flexible hybrid working options.
  5. Access to EAP with a range of employee discounts.
  6. Dog friendly workplace.
"}

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