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Digital Customer Experience Manager

4 weeks ago

Singapore ADECCO PERSONNEL PTE LTD Full time
Roles & Responsibilities

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 Xinyang.liu@Adecco.com
  • All shortlisted candidates will be contacted

Liu XinYang

EA Licence Number: 91C2918

Personnel Registration Number: R1988872


Tell employers what skills you have

Digital Transformation
Excellent Communication Skills
Microsoft Office
CSS
Customer Experience
HTML
Content Management
Attention to Detail
Publishing
Photoshop
Adobe Analytics
Image Editing
Customer Service
Adobe Experience Manager