DIGITAL COMMUNICATION CONTENT DESIGNER - FR SPEAKER
RESPONSIBILITIES
Redesign Proximus transactional communications through user-oriented optimization: template structure simplification, digital com user experience improvement, copywriting and lay-out redesign, activation process optimization.
This by linking with Journey and Experience squads, Process owners, Customer surveys, benchmarking, design thinking.
GOAL OF THE FUNCTION
As part of Proximus strategy aiming to improve customer satisfaction and digital processes, the goal is to transform transactional communication to increase its quality, customer orientation and efficiency, thanks to a multi-layered relevance approach (contact,info,channel, timing), while reinforcing the digitization track.
This transformation will be driven by:
Rethinking the communication format, structure, tone of voice and call to action based on customers experiences and feedback, existing learnings, pre-tests or co-creations
Monitoring best communication practices to develop new optimization opportunities,
Linking with Branding team to stay connected to the Proximus DNA, values, graphical and written communication guidelines.
Initiating communication-related customer surveys, analyzing results to make them concrete levers for transformation/improvement,
Initiating/monitoring the concrete implementation of structural recommendations in the operational field (channels, business rules, flow and timing, copy, design, activation process...)
EXPECTED RESULTS - RESPONSIBILITIES
DDR 1:
Inject a full customer orientation in the transactional com redesign track, aiming at a significative improvement in customer satisfaction surveys (VoC surveys, ad hoc feedback)
DDR 2:
Boost the digital transformation & customer adoption, reducing off-line com touchpoints each time possible, and pushing Proximus app as central repository for transactional info’s and documents.
DDR 3:
Participate to the elaboration of the transactional com transformation plan with aligned priorities and follow its implementation.
DDR 4:
Significantly reduce the call generation factor of transactional com thanks to redesign: the renewed approach needs to bring calls deflation
MOST IMPORTANT SKILLS
Written communication skills in FR (Excellent) & EN for B2C and small business audiences
Very good knowledge of GER is a plus
Knowledge of the 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
EDUCATION AND PROFESSIONAL EXPERIENCE
Bachelor or Master College degree in (e)marketing/digital communication
Minimum 5 years’ experience in e-marketing/Digital communication/Copywriting
MAIN INTERNAL CONTACTS
Team Managers, Content owners, Customer Journey squads, COM Branding, Marketing & Sales, Customer Service, Tech teams
MAIN EXTERNAL CONTACTS
Customers / Users / Marcom agencies
LOCATION
Belgium
- on-site 2 days a week min & 3 days remote via teleworking