Content Manager - Member Education - FinTech

What we're looking for:

As the Content Manager, Member Education you will lead the creation, development and refinement of our Blogs, FAQs and educational content (written, audio, video, infographics etc.). You will already know how to create compelling content that makes a positive and demonstrable impact, with excellent verbal and written communication skills, along with proven project management and relationship-building ability. You will thrive on autonomy, be passionate about understanding our members and the challenges they face, and create educational content that addresses these issues.

You will be the voice of our members, ensuring that we understand what we need to improve as well as providing them with the information and insights needed to make the best use of our service. Working with designers and your social media team, you will create marketing materials and content to increase self service as well as product and feature awareness, both for existing and new users of the platform.

As a Content Manager, Member Education you'll be -

- Taking accountability for the delivery and execution of meaningful member-facing content, based on these needs and concerns, that promotes member self-service and improves the members' understanding of its features

- Creating educational content (always-on and 'just-in-time') to support Client and its members to reduce fraud and financial crime

- Driving reduction of support contact volumes by educating members on existing products and self-service options

- Acting as a point of contact between operational, marketing and PR teams. Coordinate activity and foster collaboration with teams outside of direct control, both in customer-facing teams and supporting functions

- Building an operating structure that enables our teams to effectively react, respond and engage with members across our social platforms

What makes you a great fit:

- You've spent at least 4 years in a content or marketing role, preferably being responsible for creating your own content and copy.

- You've been working in companies delivering value to SMEs

- You have experience working in Fintech

- You are a fast learner, able to understand new products and market specifics

- You love working with data and are keen to translate customer feedback into actions for our teams to take up. Furthermore, you'll be able to translate the feedback into content that will improve our member support experience

- You are self-driven and a creative thinker

- You love producing digital content

- You have excellent verbal, written, and interpersonal communication skills in English

- You have worked with CRM tools such as Iterable, Twillio, Kustomer