Digital Content Specialist

Summary about this job

Detail information about job Digital Content Specialist. Terms and conditions vacancy

Over the next twelve months, we have some exciting projects and products in development which will allow us to revolutionise the Australian sporting landscape, and we’re looking for an experienced Digital Content Specialist to join us on an initial 12 month full-time fixed-term contract.

The opportunity

The Digital Content Specialist holds an extremely important role within the Consumer Service team, as they are responsible for ensuring that the external and internal knowledge base is the core enabling platform for effective customer service.

This role is responsible for the continuous measurement, management and improvement of knowledge base including content optimisation in creating, editing, adding, and removing content.

Working hand in hand with data and analytics, customer operations and subject matter experts will be key to the success of this role.

The Digital Content Specialist will be responsible for:

• Defining, measuring and optimising the knowledge base, both external and internal
• Identifying, validating and defining gaps within content
• Create and manage all knowledge base content, including text, imagery & video
• Identify and partner with subject matter experts across the business who are owners of content to develop, deliver, and maintain knowledge content
• Collaborate with subject matter experts across multiple departments on the creation of new or updated knowledge documentation
• Align content with dependent functions, including marketing, tech and product to ensure tone and guidelines are being adhered to and content is accurate
• Analyse performance reports and make content recommendations
• Ongoing tracking, refinement and business impact of actions and recommendations
• Develop and maintain a knowledge base strategy, operational workflows and process to author, publish, and disseminate knowledge
• Proofreads, edits and approves knowledge support content for accuracy and consistency
• Provides direction on knowledge support content style that maximises the effectiveness of multiple support channels, i.e. phone, chat, email, SMS and social media
• Champions best practices and drives for continuous improvements in knowledge content development to ensure quality deliverables and efficiency
• Partner with Consumer Service training & development to develop and implement knowledge management training for internal customers
• Collaborate with Consumer Service Platform Manager & Operations Manager and provide feedback on any improvements within the knowledge management application
• Conduct regular reviews with users to identify areas that need to be updated / expanded to meet customer requirements
• Support consumer experience by way of CSAT, CES and/or NPS metrics throughout consumer service journey
• Ongoing review of KPIs for consumer journeys related to knowledge base management

Candidate profile

• You have exceptional communication skills, specifically written
• You have strong attention to detail
• You have proven experience in providing insights to drive digital engagement
• You put customers at the centre of everything you do
• You demonstrate strong problem solving and decision making skills
• You have demonstrated ability to conduct analysis and present clear and actionable insights/recommendations
• You have excellent interpersonal, influencing and people management skills
• You thrive in a fast paced, high energy and high performing culture
• You are extremely organised, process oriented, can multitask and can work quickly whilst delivering quality outcomes to tight deadlines (or even ahead of time!)
• You are willing to challenge the status quo to come up with fresh ideas and processes

How to apply

If you’re looking for an opportunity to join Fox Sports during an exciting period of growth and development, then please submit your CV and Cover Letter using the link below.

Applications close Wednesday 18 July. Only shortlisted applicants will be contacted.

Please note, only people with the right to work in Australia may apply for this position. As such, candidate's visa or residency status will be checked before employment is offered. No agencies please.