Digital Content Lead

6 months ago

Sydney, Australia Employment Hero Full time

**Description**:
**Our mission and where you fit in**:
At Employment Hero, we're an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.

Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 - and we have no plans to slow down.

There's never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let's see if we could be a match

**What might your days look like**:
We're a team of global innovators, who cherish diverse perspectives that fuel our mission; to simplify the world of work for SMBs worldwide.

The Customer Experience Team at Employment Hero is embarking on a journey to make our customers’ needs met when they need it and in the channel they prefer. The key to this journey is enabling self service as a channel for our Customers.

This role is key to executing, managing and improving all self service pathways for our customers by co-designing the plans to improve our self service channels and leading and inspiring a team of digital content/customer learning specialists who are creating the content we need to proactively meet our customer needs.

As a Digital Content Team Lead, you will be responsible for ensuring our customers maximise their value from Employment Hero by optimising our self service channels and the content within them. We aim to drive and support product adoption and feature utilisation of our products and services, whilst offering 24/7 support to our customers across our global footprint.

With a customer and digital first mindset you pride yourself on your ability to drive results by leading a team of passionate individuals (between 4 to 8 direct reports).

Your service mindset and expertise ensure you listen and act on stakeholder needs internally. Passionate about setting a high bar for performance and results, you continually stretch what’s possible and improve content and channels by looking into research, emerging innovations, customer and operational data, insights and feedback.

Your collaboration with our product and customer facing teams to prioritise both go to market initiatives and optimising how our content and channels perform to date is founded on an innate ability to build valuable relationships with customers, stakeholders, colleagues and your team.

Reporting to the Head of Digital Engagement, you will form a tight knit group with another regional Digital Content Team Lead, the Community Manager and Digital Customer Success Manager.

As a Digital Content Team Lead you'll be responsible for;
**Team Leadership**
- 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.

**Stakeholder Collaboration**
- 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.

**Self Service Channel Optimisation**
- 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.

**Reporting, Insights and Analytics**
- 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

**Copywriting and Content Creation**
- 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.

**Content Development**
- 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.

**Quality Assurance**
- 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.

**What will you bring**:

- Proven experience in content creation and measurement to drive cus

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