Your new company
A global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. This business have an international presence that help their customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Your new role
As part of the businesses continued focus on improving our digital customer experience, they are looking for an experienced Customer Community & Content Manager. This role will have responsibility for defining the maintenance strategy for all post sale customer enablement content that is accessed from the Customer Community. In this role the successful candidate will work as part of a virtual team to increase the usage of the Customer Community and help make it the destination of choice for customers when they need an answer to their product and support queries. Primarily this will comprise of working with the relevant product and service specialists to define a calendar of content activity, ensure customer posts and questions are actioned in a timely manner and that customer feedback on the Customer Community is gathered and addressed. The role also requires you to support internal customers to help increase their confidence and interactions with the Customer Community. Main duties will include:
Manage & monitor the Customer Community posts and discussions
Provide support and training for internal users on the Community
Encourage internal users to respond to posts and comments where required
Build/source a calendar of engaging & useful content to post on the Customer Community working alongside business experts
Work with the relevant product and service experts to agree what content would be useful to highlight in the Customer Community each week with the view to aiding case deflection
Work with the commercial team to agree a communications plan for promoting upcoming releases along with new features/enhancements
Utilise Google Analytics and other BI Tools to help drive adoption of the Community and enhance the experience for customers
Work with the Digital Customer Experience Manager to agree what features and requests to include in the backlog to further enhance the Customer Community
Provide Customer Service managers and the rest of the business with updates on enhancements made to our digital offering. Also attend User Groups/Live Webinars/Customer Focus Groups when required to update our customer base
Work with our Digital Marketing Specialists to ensure the Customer Community remains on brand and that that any relevant content posted on other social channels could be reused
Work with the Digital Customer Experience team and other stakeholders to build and implement a content strategy for all online enablement content, including online help, knowledgebase articles & eLearning videos.
Work with relevant stakeholders to enhance the look and feel of our online help and to define the standards and quality control procedures across all our digital content offering
Where applicable, ensure that the Customer Community and content strategy aligns with the Wolters Kluwer Tax & Accounting EU requirements
What you'll need to succeed Ideally you will have the following experience: Salesforce experience, (Community) Cloud or equivalent platform Content management across multiple media sources Understanding of Google Analytics and how Business Information Tools can be used to enhance our digital offering B2B Community management is desirable.
What you'll get in return
35 hours per week, 9am to 5pm Monday to Friday
25 days holiday + bank holiday Pension Auto enrolled into Fidelity salary sacrifice (default) scheme in month 3 of joining.
Minimum of 3% Employee and 6% Employer contribution OR 4% Employee and 8% Employer (Maximum) contribution
Private medical insurance
Life assurance 4 x base pay
Voluntary benefits: Dental, Cycle to Work, MyDiscounts, Personal Accident Insurance, Critical Illness Insurance, Gym discounts, Tastecard and more Income protection After 26 weeks incapacity, 50% of salary paid for 2 years
This role will continue to evolve in the coming months and this role offers a fantastic opportunity to help lead the customer journey evolution.
Banking & Financial Services
Talk to a consultant
Talk to Despina Solomou, the specialist consultant managing this position, located in London-City