Content Governance Manager

Role Summary:

Key Challenges for the Role

1. Content Compliance & Collaboration: Ensuring all communication aligns with brand guidelines, data privacy laws, and customer consent preferences through close coordination with the Consent Management team.

2. Multi-Channel Consistency: Managing tone, messaging, and accuracy across diverse channels app, email, SMS, website, and physical touchpoints while maintaining a unified customer experience.

3. Speed & Agility: Enabling faster content delivery for business teams without compromising compliance or quality.

4. Governance & Measurement: Implementing review and approval processes to maintain high standards, and tracking communication effectiveness through engagement metrics.

KPI

1. Content Strategy & Governance - Develop and implement a content governance framework ensuring accuracy, compliance, and brand alignment across all customer-facing communication.

2. Cross-Functional Collaboration - Partner with the Consent Management & Customer Experience team to ensure all communications meet data privacy and consent requirements. Work with Product, Marketing, and Legal for seamless alignment.

3. Content Creation & Delivery - Oversee the development of customer communication for digital channels (SMS, email, in-app, website). Ensure clarity, accessibility, and tone alignment with brand voice.

4. Measurement & Optimization - Track engagement and performance of communications, conduct A/B tests, and provide insights for improvement. Maintain a repository of approved content and templates.

5. Training & Awareness - Conduct content compliance workshops with business and product teams to ensure awareness of brand and regulatory standards.

Relationships with stakeholders

Internal

• Consent Management & Customer Experience Team: Weekly - Collaborate on ensuring customer communication complies with consent and privacy regulations, co-develop customer education messages on data usage, and support audit readiness.
• Product, Marketing, and Legal Teams : Weekly - Coordinate on campaign content, ensure brand consistency, and align messaging with business goals and compliance guidelines.

External

• Creative Agencies / Vendors - As required - Manage creative content development, ensure adherence to tone and regulatory norms, and maintain timelines for campaign execution. Align field execution with strategic priorities and business goals through clear accountability frameworks.