Content Coordinator - Gibraltar

27 Sep 2019
25 Oct 2019
Full Time

Content Coordinator - Gibraltar

Full time

Reports To / Line Manager: Content Delivery Manager

Job Purpose

As Content Coordinator you will be responsible for the successful management and distribution of tasks for the Content Team.

You will ensure the delivery of all content related requests, including, but not limited to, setting up and publishing all content in each CMS and overseeing day to day operational tasks across the complete product portfolio.

You will help mentor and guide the Content Team, sharing best practice and technical knowledge of our back office systems.

Main Accountabilities and Responsibilities

  • Working as deputy to the Content Delivery Manager to deliver solutions and best practice in line with technical and compliance requirements
  • Owning the end to end delivery process of the Content Team
  • Creation and maintenance of the promotional content calendar to ensure all the tasks are correctly assigned and executed according to SLA
  • Responsible for the technical review and distribution of all content requests within the Content Team
  • Develop and produce procedural documentation for the Content Team to ensure transparent and consistent delivery of promotional requirements
  • Coordination of processes in alignment with Bonus, CRM, VIP, Promotion Planning and Marketing teams to ensure effective content delivery across all brands and products
  • Sign-off on content with a focus on clear user journey and promotional terms & conditions for our sites ensuring legal compliance and transparency for our customers
  • Provide regular resource and workload reporting as well as ad-hoc operational reporting as required
  • Act as gatekeeper to maintain the reasonable flow of requests into the content team and ensure timely execution of tasks within agreed SLAs
  • Provide ongoing support to the Content Delivery Manager in the delivery of their duties where necessary
  • Build and grow strong working relationships with the Digital Operations Coordinators, Bonus and Planning teams, aiding in the creation of promotional journeys and providing technical expertise where needed
  • Monitoring and testing of the CMS product suite to ensure consistent delivery and that they are functioning as required and match user acceptance criteria. Updating technical documentation in response to any developments
  • Respond to internal and external customer queries, being the point of escalation for content enquiries from the Contact Centre to ensure prompt and efficient settlement
  • Manage internal stakeholder relationships with Product and Operations Managers in the execution of their requests               
  • Innovate, design and implement new promotional journeys and onsite material to ensure maximum growth of the customer base
  • Responsibility for making process/product improvement recommendations to management, especially around content and back office systems and tools
  • Assist with the integration of new procedures and technology to increase process efficiency
  • Act as process specialist to advise on best operational practices across multiple business verticals and increase process efficiency.
  • Act as a champion for customer experience across all our websites and apps

Knowledge, Expertise and Qualifications

  • Understanding of all aspects of an CMS platform, including: system configuration, authoring and display features
  • In-depth knowledge of content management systems
  • Experience with using planning support tools, i.e. Jira, Confluence, Airtable
  • Knowledge of user experience and usability techniques
  • Advanced in Microsoft Office, highly analytical and data driven with a strong attention to detail

Personal Qualities

  • Team player with good stakeholder management abilities
  • Exceptional organisational skills, attention to detail and the ability to prioritise with the capacity to work to tight deadlines and deliver results
  • Proactive approach, problem solver, logical thinker and ability to work autonomously

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