The Associate Manager - Content Strategy will be responsible for leading and overseeing the content creation and management efforts within the Customer Experience (CX) team at PhonePe. This includes producing high-quality, customer-centric content across various channels, such as help center articles, chatbot scripts, agent responses, video scripts, IVR prompts, and error screens.

Key Responsibilities

1. Hiring and Mentoring. Recruit and onboard talented content writers. Lead, mentor, and develop team members, encouraging a culture of continuous learning and improvement.
2. Team Collaboration. Foster a collaborative environment, promoting knowledge sharing, brainstorming sessions, and teamwork to produce the best possible content.
3. Performance Management. Monitor individual and team performance, provide feedback, and create growth opportunities to help content writers achieve their full potential.
4. Strategic Development. Develop a cohesive content strategy for various customer-facing platforms, ensuring consistency in tone, voice, and messaging.
5. Content Creation & Alignment. Write, review, and approve content for diverse formats including help center articles, chatbot scripts, IVR prompts, agent scripts, and more.
6. Customer Education. Design content that educates customers on using PhonePe’s products and services, ensuring clarity and easy comprehension.
7. Cross-Selling & Upselling. Create compelling communication strategies that drive customer engagement, encourage upselling, and increase conversions.
8. Retention-Focused Content. Develop communication strategies that enhance customer loyalty, reduce churn, and improve long-term relationships.
9. Cross-Functional Collaboration. Work closely with teams from Product, Design, and Strategy to align content with business goals and customer needs.
10. Effective Communication. Build strong relationships with senior leadership and key stakeholders, ensuring that content initiatives align with business objectives and meet performance expectations.
11. Feedback Loop. Act as a point of contact for feedback, addressing concerns or suggestions to improve the content creation process.
12. Customer Journey Insights. Analyze customer feedback and insights from customer support touchpoints to ensure that content effectively addresses pain points.
13. Advocacy. Champion the customer's perspective across all content strategies, ensuring that the content serves their needs, resolves issues, and enhances overall experience.
14. Performance Metrics. Track and analyze content performance metrics, such as customer engagement and satisfaction levels, to identify areas for improvement.
15. Refinement. Use data insights to refine content strategies, enhance effectiveness, and resolve emerging customer pain points.
16. Project Ownership. Lead content initiatives from ideation through execution, ensuring timely delivery and adherence to quality standards.
17. Process Optimization. Develop and streamline processes to enhance team efficiency, optimize workflow, and improve the overall quality of content creation.
18. Brand Alignment. Ensure that all content aligns with PhonePe’s established brand voice, tone, and content guidelines across different formats and platforms.
19. Creative Direction. Work with the design team and other stakeholders to ensure that content is visually and contextually aligned with PhonePe’s branding strategy.

Required Qualifications

1. Leadership Experience. A minimum of 2 years in managing a team of content creators or writers.
2. Content Strategy Experience. Proven experience in creating and executing content strategies, particularly in customer support, user experience, or CX environments.
3. CMS Knowledge. Hands-on experience with content management systems (CMS) and other relevant tools.
4. Strong Analytical Skills. Ability to measure and analyze the performance of content, providing actionable insights for improvement.
5. Project Management Skills. Strong organizational and project management skills to oversee multiple content initiatives at once, ensuring deadlines and quality standards are met.
6. Communication Skills. Excellent written and verbal communication skills, with the ability to engage stakeholders at all levels of the organization.
7. Customer-Centric Mindset. Ability to empathize with customers understand their pain points, and craft content that addresses those needs.
8. Experience in Matrixed Organizations. Ability to work effectively within a matrixed or horizontal organizational structure.

PhonePe Employee Benefits

1. Insurance Benefits. Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
2. Wellness Program. Employee Assistance Program, Onsite Medical Center, Emergency Support System
3. Parental Support. Maternity and Paternity Benefits, Adoption Assistance, Daycare Support
4. Mobility Benefits. Relocation Support, Travel Policy, Transfer Assistance
5. Retirement Benefits. Provident Fund (PF), Gratuity, National Pension System (NPS), Leave Encashment
6. Additional Benefits. Higher Education Assistance, Car Lease Options, Salary Advance Policy

Why Work at PhonePe? At PhonePe, you will have the opportunity to work in an innovative, tech-driven environment that impacts millions of users. You will work with talented teams across multiple disciplines and have the autonomy to take ownership of significant projects that drive change. PhonePe encourages collaboration, creativity, and the freedom to experiment with new ideas, ensuring that employees can grow and make a difference in the ever-evolving digital payments landscape.

Join PhonePe to shape the future of financial services in India and drive meaningful change!