Content Writing Team Lead
Employment Hero
- Sydney, NSW
- $110,000-115,000 per year
- Permanent
- Full-time
- Engage, motivate and retain a team of digital content specialists, working closely with other leaders in the Digital Engagement function to ensure we are high performing.
- Assess team capabilities and be responsible for the continual upskilling of the team in new products, systems, processes and tools to improve how we deliver our best work.
- Work closely with the customer experience and product teams to identify, prioritise and deliver self service customer content.
- Ensure that content strategies and priorities are in line with broader company goals and customer needs.
- Monitor, manage and improve the metrics associated with our self service channel performance
- Collaborate with internal teams and third parties to optimise our Information Architecture design, for better self service channel outcomes.
- Analyse and provide insights on content performance, suggesting areas of improvement and strategies for higher ROI.
- Collect, analyse and provide team member feedback on data and insights that measure team and team member performance.
- Ensure stakeholders are kept up to date on our team performance and project delivery, aligning to our Go To Market timelines and quarterly goals.
- Work with our Customer Facing leaders to jointly prioritise ways to improve self service performance, suggesting areas of investment ROI to the Customer Experience leadership team
- Ensure our content is compelling and aligns with our brand voice and objectives
- Collaborate with various teams to ensure content consistency and relevance and embed that consistency across the team.
- Manage a dynamic content calendar tailored to our target audience and seasonal needs.
- Oversee the creation of diverse content types, ensuring variety and depth in our content offerings across written and multimedia content.
- Put in place the mechanisms to ensure our content is error-free and kept up to date.
- Manage feedback loops for continuous content improvement both internally and externally.
- Proven experience in content creation and measurement to drive customer self service using multimedia and written instructional/technical content.
- Knowledge and track record of how to improve customer traffic to self service channels and improve the channel effectiveness against targeted performance.
- Strong analytical skills with expertise in interpreting and leveraging customer and operational data.
- Strong people management skills with the ability to lead and engage a team of diverse individuals in a remote first environment.
- Exceptional communication skills, with the ability to convey complex ideas simply and concisely in written and face to face formats across multiple stakeholder and customer groups.
- Demonstrated ability to collaborate effectively across multiple teams, cultures and varying customer personas.
- Ability to prioritise, manage and measure multiple projects simultaneously while adhering to deadlines.
- Strong attention to detail, ensuring accuracy and consistency in all content, operational, planning and reporting outputs.
- Proven track record in driving operational and continuous improvement and innovation across workflows, systems and tooling.
- A passion for researching the latest and best in self service and content channel innovation.
- Dedication to preserving and enhancing the unique culture and voice of Employment Hero.
- Remote-first and flexible working arrangements
- A generous budget to spend on setting up your home office (if you need a desk, chair, or screen? We've got you covered!)
- We set you up for success with the latest and greatest hardware, tools and tech
- Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content!)
- Reward and recognition programs - because great work should be recognised and rewarded
- Including Lightning Award for delivering quality work at speed and Values Champion Awards
- Swag app cashback offers and discounts on hundreds of your favourite brands and products
- Self, health, wealth and happiness programs
- Social events and team celebrations
- Employee Share Option Program: be an owner of Employment Hero
- Annual Global Gathering to get to know your global colleagues - so far we've been to Thailand, Vietnam and are excited to meet in Bali in September 2024
- If you're excited about Employment Hero, but this role is not the one for you, we encourage you to explore our careers page, packed with many more great opportunities.
- Know someone who would be a great fit? Feel free to share the role with your network!