Lead- Customer Communication

We are seeking a skilled and detail-oriented candidate. The primary responsibility of this role is to identify all customer touchpoints throughout the customer journey and draft appropriate communication materials to ensure consistent and effective communication with our customers. People who have been into strategic side of the role will be preferred.

Responsibilities:

1. Identify and document all customer touchpoints across various channels, including in-person interactions, phone calls, emails, SMS, and social media platforms.

2. Collaborate with cross-functional teams, including Customer Service, Marketing, Operations, and Legal, to gather information and insights necessary for drafting customer communication.

3. Develop clear and concise communication materials, including scripts, templates, emails, and FAQs, tailored to each customer touchpoint and audience segment.

4. Ensure that all customer communication aligns with the company's brand voice, tone, and messaging guidelines.

5. Review existing customer communication materials and processes to identify opportunities for improvement and optimization.

6. Coordinate with internal stakeholders to obtain feedback and approval on drafted communication materials.

7. Conduct regular audits of customer communication channels to ensure accuracy, consistency, and compliance with regulatory requirements.

8. Stay informed about industry best practices and emerging trends in customer communication and incorporate relevant insights into our communication strategy.

9. Provide training and support to frontline staff to ensure they are equipped with the necessary knowledge and resources to deliver consistent and effective customer communication.

10. Monitor customer feedback and sentiment related to communication efforts and identify areas for enhancement or refinement.