Head of Digital Content
As the mobile industry’s most exciting brand, we’re here to challenge and change the way the industry works by putting customers first. We’re able to do this thanks to our amazing people, who share our passion for making things right. Our customer channel does exactly what its title suggests –it looks after the needs of our customers. Responsible for acquiring new customers, whilst ensuring the existing ones keep in love, you’ll collaborate with the marketing and big data teams to ensure our go to market offering is spot on. You’ll understand the complexity of retail and contact centre channels, and have the character to build relationships that will truly deliver a win win situation.
The Head of - Digital Content will be responsible for the leadership of the digital content team. This role is integral in ensuring the content strategy is fulfilled and all digital channels are used to their potential. The team own all content on three.co.uk, three app and One Source KB both written and video. So the reach is large and ever growing – it’s all about leading the team to translate digital assets into usable content
As Head of - Digital Content you will use your strong analytical skills to ensure all channels are delivering ensuring a consistent message is presented. With the ability to review, re-use or amend content you understand how to deliver a great digital experience whilst developing a culture of learning within the team.
If you’re ready to take things up a gear, click to apply
A bit about us:We exist to make mobile better for everyone. Ever since we were created in 2003, we've been challenging and changing the way the industry works by putting customers first and tackling the issues that frustrate and annoy them. We were the first mobile network to take the fear out of using data with our All You Can Eat plans. We were the first to abolish eye-watering roaming charges for people travelling abroad and we were the first network to give our customers 4G at no extra cost. We knocked out sky high prices for calling 0800 numbers before anyone else. We’re able to do this thanks to our amazing people who share our passion and belief in making things right.
Reports to the Director of Online Leadership of the digital content team responsible for all content on three.co.uk, three app and One Source KB both written and video Champion re-use and consistency of content across channels whenever appropriate Drives forward performance of KPIs (online sales, online support interactions, online NPS and A2A and CC agent tool satisfaction) Highly analytical, you are able to devise a framework for testing and measuring content in a fast iterative way to drive outcomes and to create a culture of learning within the team Responsible for taking marketing assets and translating them into content usable on the website and the knowledge base
Roles and Resposibilities
Strategic Planning Manages the development and/or delivery of an element of the organization's strategic planning.
Product & Solution Development Manages the development and/or delivery of a significant element of the organization's development/engineering program.
Operational Management Manages a significant operational area for the organization.
Client & Customer Management (Internal) Manage relationships with key internal customers and act as their business partner, while typically using support teams to ensure client satisfaction.
Budgeting & Costing Develops and/or delivers budget plans for own area with guidance from senior colleagues.
Building Capability Takes responsibility for implementing formal development frameworks for a substantial department, while informally coaching and mentoring others throughout the organization.
Improvement / Innovation Initiates, formulates and implements new business practices for own discipline, while managing the development and/or delivery of a significant element of the organization's change management program.
Leadership and Direction Manages output delivery for a substantial operational department by leading others.
Performance Management Takes responsibility for implementing and coordinating performance management systems for a substantial department within the organization.
Products / Services Management and Development Uses comprehensive knowledge and skills to act independently while guiding and training others on managing and developing all aspects of a product or service so that it achieves its maximum impact and value in the market.
Performance Management Uses comprehensive knowledge and skills to act independently while guiding and training others on building a high-performance culture by designing and delivering programs that accurately assess and recognize the skills and capabilities that the organization needs to achieve success.
Negotiation Uses comprehensive knowledge and skills to negotiate independently while providing guidance and training to others on how to help the organization by obtaining consensus between two or more internal or external parties who may have different interests.
Assessment Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on analyzing data from multiple sources to draw appropriate conclusions and make suitable recommendations.
Customer and Market Analysis Acts independently using comprehensive knowledge and/or skills to conduct research and analyze data while guiding and training others on how to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments.
Costing and Budgeting Uses comprehensive knowledge and skills to work independently on costing, budgeting and finance tasks while providing guidance and training to others.
Action Planning Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing appropriate plans or performing necessary actions based on recommendations and requirements.
Planning and Organizing Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.
Commercial Acumen Acts independently to apply comprehensive understanding of the business environment and objectives developing solutions while providing guidance and training to others.
Verbal Communication Applies comprehensive knowledge to act independently while providing guidance and training to others on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.
Skills, Experience & Qualifications
General Experience Substantial general work experience together with comprehensive job related experience in own area ofexpertise to fully competent level.
Managerial Experience Experience of planning, managing and organizing resources within short / medium timescales within theoverall policy framework.