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Associate Manager - Content Strategy

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PhonePe

3d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Marketing
  • Quick Apply

AI generated summary

  • You should have 2+ years in people management, content strategy experience, strong CMS knowledge, analytical skills, project management expertise, excellent communication, and familiarity with customer support tools.
  • You will craft content strategies, manage a team of writers, ensure brand consistency, collaborate across teams, analyze performance metrics, and optimize processes for effective content delivery.

Requirements

  • * Minimum 2 years of experience in a people management role.
  • * Proven experience in a content strategy position, preferably in a customer support or CX environment.
  • * Strong understanding of content management systems (CMS) and tools.
  • * Excellent analytical skills with the ability to interpret data and identify actionable insights.
  • * Strong project management and organizational skills, with a focus on execution rigor.
  • * Exceptional communication and stakeholder management skills.
  • * Experience working in a horizontal or matrixed organizational structure.
  • * Familiarity with customer support tools and platforms.
  • * Strategic thinker with the ability to translate high-level goals into actionable plans.

Responsibilities

  • Craft/Align with content principles, guidelines, brand voice and tone, and understanding the target audience.
  • Be the POC for the various business units, align and deliver top quality content to fulfill the org goals
  • Think strategically and execute with rigor while leading the team from the front
  • Hire, lead, mentor, and coach a team of content writers.
  • Foster a high-performing team culture with a focus on collaboration, creativity, and execution.
  • Develop and implement a cohesive content strategy for support materials across formats (Help Center, chatbot, agent scripts, video, IVR, etc.).
  • Ensure consistency with brand voice, tone, and guidelines while catering to diverse customer needs.
  • Create and oversee content designed for customer education, helping users understand and maximize the value of products and services
  • Develop communication strategies for upselling and cross-selling, crafting compelling messages that drive engagement and conversions
  • Design retention focussed communication to build customer loyalty, address churn risks and enhance long-term relationships
  • Collaborate with cross-functional teams (e.g.Product, Design, Strategy) to understand business requirements and align content deliverables.
  • Manage expectations and communicate effectively with senior leadership and stakeholders.
  • Leverage insights from the customer support journey to craft content that addresses pain points and enhances the user experience.
  • Advocate for the customer's perspective in all content decisions.
  • Analyze content performance metrics to identify trends and areas for improvement.
  • Use data insights to refine strategies and address problem statements effectively.
  • Drive multiple projects simultaneously, ensuring timely delivery with high-quality standards.
  • Establish and optimize processes to improve team efficiency and effectiveness.

FAQs

What is the role of the Associate Manager - Content Strategy at PhonePe?

The Associate Manager - Content Strategy will oversee a team of content writers, developing and implementing cohesive content strategies for various support materials, while ensuring alignment with brand voice and customer needs.

What are the key responsibilities of this position?

Key responsibilities include team leadership and development, content strategy and execution, stakeholder management, adopting a customer-centric approach, data-driven decision making, and project and process management.

What qualifications are required for this role?

Candidates must have a minimum of 2 years of experience in a people management role, proven experience in a content strategy position, strong analytical skills, project management capabilities, and exceptional communication skills.

What kind of team culture is promoted at PhonePe?

PhonePe fosters a high-performing team culture that emphasizes collaboration, creativity, and execution, empowering employees to take ownership of their work from day one.

Will I have the opportunity to lead a team?

Yes, as an Associate Manager, you will lead, mentor, and coach a team of content writers while driving the content strategy across various business units.

Is prior experience in customer support or CX environments preferred?

Yes, prior experience in content strategy within a customer support or customer experience environment is preferred for this role.

What types of content will I be responsible for creating?

You will be responsible for creating various types of support content, including Help Center articles, chatbot scripts, agent responses, video scripts, and IVR prompts.

How does PhonePe ensure a customer-centric approach in content creation?

PhonePe leverages insights from the customer support journey to craft content that addresses customer pain points and enhances the overall user experience.

What metrics will I need to analyze in this role?

You will analyze content performance metrics to identify trends, assess effectiveness, and make data-driven improvements to content strategies.

What employee benefits does PhonePe offer to its full-time employees?

Employees receive a range of benefits, including medical insurance, wellness programs, parental support, mobility benefits, retirement benefits, and other perks like education assistance and leave encashment.

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PhonePe

Technology
Industry
5001-10,000
Employees

Mission & Purpose

PhonePe is a digital payments platform based in India that enables users to perform a variety of financial transactions through their mobile devices. The company offers services such as money transfers, bill payments, recharges, and online shopping, leveraging the Unified Payments Interface (UPI) for seamless and secure transactions. PhonePe's ultimate mission is to drive financial inclusion by providing a user-friendly, accessible, and secure digital payment solution that caters to a diverse range of users. Their purpose is to simplify financial transactions and promote digital financial services, thus contributing to the broader goal of a cashless economy and enhancing the financial well-being of their user