Vacancy caducado!
- The Manager of Multilingual Communications is responsible for supporting the development of relevant in-language communications to ensure we deliver an industry-leading customer experience across multiple digital customer service channels. The Manager will support the Sr. Manager and Director in collaborations with cross-functional teams who lead the strategy, roadmap prioritization, journey/experience mapping, and the identification of opportunities to improve the experience, all through the customer lens.
- This role requires strong Spanish-language content development abilities as well as creativity, technical proficiency and operational excellence. The ideal candidate will have a proven track record in Spanish-language content management, content QC and customer experience and operations.
- Actively and consistently supports all content creation, management, quality control and delivery of the breadth of Spanish-language and Bilingual communications. Support the Director in the implementation and centralization of content creation process enterprise-wide and assure consistency in order to provide a holistic customer-centric experience in the customer’s language of choice for customer-facing communications, agent, technician, customer service, and digital and non-digital communications.
- Must have advance knowledge of standard concepts, practices, and procedures of writing copy for print and Web. Blend an array of ideas and concepts into a single cohesive message while maintaining the voice of the business. Write clear and persuasive copy for different media platforms.
- Customer communications type include but not limited to: Billing, appointment reminders, change of service, T&Cs, Outages & troubleshooting, Mobile, Internet and Video onboarding and lifecycle content, Collections, Retail collateral and in store posters, helpful hints and support content.
- Spanish-language content outputs will include Client App, Client TV App, IVR, Virtual Agent, Self-Service Activation Microsites.
- Update and maintain a universal Spanish-language glossary and checklists for consumers, category and Client terminology to ensure consistent tone/voice.
- Guide three agencies and establish a content ticket request tool for internal stakeholders with relevant timelines, QC procedures and standards,
- Deliver relevant content from end-to-end customer experience for multiple digital service channels.
- Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English and Spanish.
- Customer centric-focused and thought leader
- Shows excellent command of the English and Spanish-language with a knack for sentence structure, context, syntax and grammar
- Excellent written and verbal communication skills
- Effective communication, leadership and presentation skills
- Effective facilitation, brainstorming and collaboration skills
- Acute ability to assess and understand the data to “tell the story”
- Understanding of the customer lifecycle journey.
- Ability to manage multiple projects while coordinating efforts across a variety of functional areas
- Ability to prioritize and organize effectively
- Extensive knowledge of emerging digital trends and technologies
- Ability to influence internal and external key stakeholders and build consensus
- Ability to develop strong working relationships with peers and project members
- Ability to provide leadership and direction to cross-functional and virtual teams
- Ability to communicate with all levels of management and company personnel
- Ability to make decisions and solve problems while working under pressure
- Ability to drive results within a matrixed organization
- Effective written and verbal communications skills
- Ability to think independently
- Self-starter
- BA/BS in Marketing, Communications, or equivalent work experience
- Required Related Work Experience and Number of Years
- Experience in English and Spanish-language content development/copy editing, proofing, QC and developing content/programs to improve customer experience - 4+
- Project management experience - 3+
- ability to multi-task and handle large volume of projects and demanding deadlines
- Preferred Skills/Abilities and Knowledge – Fully bilingual with abilities to write and speak Spanish and English fluently
- Marketing communications, Certified Spanish-language translator.
- Preferred Related Work Experience and Number of Years, 4/5+ years. Spanish-language teachers, Spanish-language copy editors/writers and Hispanic advertising/Marketing
- Office environment