In-Product Communications Associate

hace 4 semanas

Barcelona, España Ecovadis A tiempo completo

Job Description
EcoVadis is the world leader in Sustainability Ratings. With 1, 200 enterprise customers, 120, 000 rated customers and 1. 7M+ screened companies for risk, we are on a mission to guide all companies towards a sustainable world. EcoVadis Product and Solutions team, led by our Chief Solutions Officer, is responsible for overseeing the product strategy and prioritization, solution roadmap, and cross-company coordination to drive commercial success of all of our Solutions.
Within the Product and Solutions department, the Customer Experience team is responsible to make every Customer matter by providing a best in class experience to all of our users,
leveraging In-product communications to enhance their end to end experience across all of our Solutions.
To further expand the Customer Experience impact, we are looking for a diligent in-product Communications Associate, reporting to the Customer Experience Program Manager. The In-product Communications Associate will employ their technical skills and experience to support the company-wide in-product Customer Communications implementation needs.
As In-product Communications Associate, you will ensure that the request process for in-product communications is continuously delivered across multiple Customer Facing Communications tools & systems. This role will also make certain that all requests are handled, tracked, monitored and answered to the set expectations. Finally, the In-product Communications Associate will verify that all requests comply with our internal guidelines and qualitative expectations, together with seizing every opportunity to identify & propose any new process improvement opportunity, allowing us to continuously deliver a best-in-class end-to-end Customer Experience.
- Own the full cycle operational implementation and maintenance of In-Product Customer facing Communications
- Create, configure and implement in-product guides using our internal tool
- Support organizational requests to deploy in-product Customer Communications
- Create & update In-product Communication assets (Surveys, Guides, tooltips, walkthroughs, banners, Landing Pages), ensuring our design guidelines are followed
- Configure the placement and triggering of the Communications assets
- Document all requests, interactions and implementations
- Build, update and manage transactional emails
- Configure and edit HTML email templates (Content & Design)
- Manage & update existing email templates, including translations
- Ensure testing procedures are followed the email creation process
- Build automation and trigger-based email campaign logic
- Report and analyze results of campaigns
- Delivery process management and continuous improvement
- Accountable for following the agreed delivery process
- Control the quality checkpoints application
- Ensure that the Process SLAs (Service Level Agreement) are met
- Identify, test and bring forward delivery Process improvement opportunities
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