Content Optimization Specialist
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About the Role:
The ideal candidate for this position will be responsible for redesigning Proximus's transactional communications to improve customer satisfaction and digital processes. This involves analyzing customer feedback, benchmarking industry standards, and implementing design thinking principles to create a more user-friendly experience.
The goal of this function is to transform transactional communication by increasing its quality, customer orientation, and efficiency. This will be achieved through a multi-layered relevance approach that takes into account contact, information, channel, and timing.
The successful candidate will work closely with various teams, including Journey and Experience squads, Process owners, and Customer Service, to ensure seamless implementation of the redesigned communication format, structure, tone of voice, and call-to-action.
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Key Responsibilities:
* Redesign Proximus's transactional communications to improve customer satisfaction and digital processes;
* Develop new optimization opportunities by monitoring best communication practices;
* Collaborate with Branding team to ensure alignment with Proximus DNA, values, graphical and written communication guidelines;
* Initiate and monitor customer surveys to analyze results and implement recommendations;
* Implement structural recommendations in the operational field (channels, business rules, flow and timing, copy, design, activation process...).
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Requirements:
The following skills and qualifications are essential for success in this role:
* Excellent written communication skills in French and English;
* Very good knowledge of German is a plus;
* Knowledge of CRM world, digital marketing potential, and one-to-one communication;
* Total customer/user orientation;
* Projects business ownership;
* Team player, incl. cross-dept relations;
* Rigorous and organized;
* Driving change;
* Presentation and negotiation skills;
* Bachelor or Master College degree in (e)marketing/digital communication;
* Minimum 5 years' experience in e-marketing/Digital communication/Copywriting;
* Ability to work independently and as part of a team;
* Strong analytical and problem-solving skills;
* Excellent time management and organization skills.
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Location:
Belgium - on-site 2 days a week min & 3 days remote via teleworking