Customer Content Manager 6 mth FTC

Job Description

At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clientsand identifying new opportunities to make a positive impact for our environment and communities . To help us achieve our vision were looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliverresults and keep it simple. We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role. Customer Content Manager (6 mth FTC):The Customer content Manager role is responsible for developing and delivering relevant content across the Active Impact Community (AIC) and BAU proposition. The Active Impact Community is an engagement initiative that we have been running with citizens andcustomers to open a positive conversation about sustainability and make finance more accessible. Inclusivity and the human-centered approach have been two of the most valued member benefits identified by members who joined the community and after an 8 weekspilot, the community is running in BAU, with plans to prove its long term value in 2023 and beyond. To this extent, the Customer content Manager will have a pivotal role in maintaining the authenticity and human tone of voice of the Active Impact Community,engaging with citizens and customers about sustainability and investing, while leveraging from the learnings to inform educational and support content for our customers. Key Responsibilities for this role:

• Content Framework Planning - Design, maintain and execute an engaging and inspiring activity plan for the AIC. Ensure continuity of content threads, clear member outcomes and a smooth member experience
• Content Sourcing - Research current topics of interest to members both internal and external to the business
• Internal - Engage internal stakeholders to source and/or gain permission to use existing, complimentary content. Engage thought-leadership to contribute to the AIC
• Maintain a read across on educational content between the AIC and BAU propositions to support the creation and delivery of educational content in BAU propositions, in alignment to the priorities identified for customer plans
• External - Using your own network, and that of peers, engage thought-leadership to contribute to the AIC. Manage this relationship from introduction throughout collaboration
• Content Tone - Safeguard the tone, authenticity and human centred approach of the AIC in all communications and ensure consistency throughout
• Content Production - Oversee, manage and instruct the external agency on creatives needed, ensuring in line with brand, ToV and member expectations
• Content Copy - Write introductory scripts for all pieces of content, including any member communications such as email drivers or surveys

Key Knowledge, Skills & Experience:

• Passion for the customer
• Experience of challenging and influencing senior stakeholders
• Assertiveness and strong communication skills
• Commercial acumen & insight
• Financial Services knowledge, especially around UK Retail markets

Work Level: Experienced Colleague Recruiter Name: Amy Curtis Location: Edinburgh (flexible / hybrid working) We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity,age, sexual orientation, nationality or disability we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.