Content Designer

Freelancer Opportunity!!!

DIGITAL COMMUNICATION CONTENT DESIGNER - FR SPEAKER

RESPONSIBILITIES

Redesign Proximus transactional communications through user-oriented optimization: template structure simplification, digital com user experience improvement, copywriting and lay-out redesign, activation process optimization.

This by linking with Journey and Experience squads, Process owners, Customer surveys, benchmarking, design thinking.

GOAL OF THE FUNCTION

As part of Proximus strategy aiming to improve customer satisfaction and digital processes, the goal is to transform transactional communication to increase its quality, customer orientation and efficiency, thanks to a multi-layered relevance approach (contact,info,channel, timing), while reinforcing the digitization track.

This transformation will be driven by:

Rethinking the communication format, structure, tone of voice and call to action based on customers experiences and feedback, existing learnings, pre-tests or co-creations

Monitoring best communication practices to develop new optimization opportunities,

Linking with Branding team to stay connected to the Proximus DNA, values, graphical and written communication guidelines.

Initiating communication-related customer surveys, analyzing results to make them concrete levers for transformation/improvement,

Initiating/monitoring the concrete implementation of structural recommendations in the operational field (channels, business rules, flow and timing, copy, design, activation process...)

EXPECTED RESULTS - RESPONSIBILITIES

DDR 1:

Inject a full customer orientation in the transactional com redesign track, aiming at a significative improvement in customer satisfaction surveys (VoC surveys, ad hoc feedback)

DDR 2:

Boost the digital transformation & customer adoption, reducing off-line com touchpoints each time possible, and pushing Proximus app as central repository for transactional info’s and documents.

DDR 3:

Participate to the elaboration of the transactional com transformation plan with aligned priorities and follow its implementation.

DDR 4:

Significantly reduce the call generation factor of transactional com thanks to redesign: the renewed approach needs to bring calls deflation

MOST IMPORTANT SKILLS

Written communication skills in FR (Excellent) & EN for B2C and small business audiences

Very good knowledge of GER is a plus

Knowledge of the CRM world, digital marketing potential and one-to-one communication

Total customer/user orientation

Projects business ownership

Team player, incl. cross-dept relations

Rigorous and organized

Driving change

Presentation and negotiation skills

EDUCATION AND PROFESSIONAL EXPERIENCE

Bachelor or Master College degree in (e)marketing/digital communication

Minimum 5 years’ experience in e-marketing/Digital communication/Copywriting

MAIN INTERNAL CONTACTS

Team Managers, Content owners, Customer Journey squads, COM Branding, Marketing & Sales, Customer Service, Tech teams

MAIN EXTERNAL CONTACTS

Customers / Users / Marcom agencies

LOCATION

Belgium

on-site 2 days a week min & 3 days remote via teleworking