Customer Communications Assistant Manager

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Job Description:

The APAC Customer Communications Assistant Manager will support the APAC SMB Manager in the planning, execution and optimization of regional customer communications efforts. He/She will be an integral contact point between Corporate, regional, local market stakeholders as well as external vendors.

Job Responsibilities:

Urgent / Customer Communications

• Provide strategic advice and recommendation for customer communications, such as recommending optimal approach for communications content and format to engage with UPS’s customers meaningfully.
• Develop high-quality customer-facing content including customer letters, service alerts, invoice messaging, customer talking points and forwardable email templates to facilitate communication with customers.
• Able to understand and simplify complex operational lingo and information to create clear and compelling communications to customers.
• Quick turnaround of abovementioned content, particularly for urgent customer communications.
• Manage and navigate back-end digital platforms to upload and maintain communication updates to external and internal audience in a timely order.
• Lead and coordinate high volume of ongoing requests for customer communications content, able to prioritize and manage expectations effectively.
  
  
  

Sales Enablement Content Creation

• Lead creative content development for customer brochures, collaterals and short-form content
• Work with cross-functional partners to identify customer needs and key value proposition of UPS solutions, to create compelling product/solution/capabilities content to help Sales position UPS solutions in a compelling way
• Identify gaps and opportunities to develop information or content that can be helpful to customers, such as explainers, infographics or info sheets (i.e. shipping tips, packing tips, how-to videos) that support Sales in communicating complex concepts to customers
• Ensure maintenance and update of existing customer and sales collaterals and provide new ideas for improving existing material.
  
  
  

Job Requirements:

• Possess a Degree in Communications, Marketing or equivalent.
• Highly proficient in English as this is the primary business language. Proficiency in a second language will be an advantage.
• Demonstrate good writing skills
• Possess prior project management skills; manage and track project development to ensure all timelines are met and hold functional stakeholders accountable for their responsibilities and deliverables.
• Familiar with content marketing/creative development and production processes
• Good team player; self-driven; energetic and motivated
• Able to manage and respond quickly and soundly to unexpected situations
• Able to work in a highly fast-paced environment
• Able to multi-task and deliver results under pressure
• Confident and able to collaborate and manage all levels of employees/executives as well as present to senior leadership.
• Support critical administrative responsibilities including budget tracking for all local markets, raising of financial documents and liaising with internal finance and accounts stakeholders to ensure accurate accounting.
  
  
  

Employee Type:

Permanent

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