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Senior Content Strategist Customer Experience

2 months ago

Baladīyat az Zaāyin, Qatar Alma Health Full time

Job Summary

We are seeking a highly skilled Senior Content Strategist to join our Customer Experience (CX) team at Alma Health. As a key member of our team, you will be responsible for creating complex, delicate, and time-sensitive communications that support our CX and Operations initiatives.

About the Role

As a Senior Content Strategist, you will own the end-to-end management of communication requests, setting timelines for deliverables, aligning on key messaging, drafting copy, and managing stakeholder sign-off. You will work closely with our Marketing team to apply Alma Health's brand voice to educate mental healthcare providers and clients on nuanced situations arising from our healthcare environment.

Key Responsibilities

  • Manage processes for intake and triage of emergency communication requests from internal teams.
  • Create systems to oversee emergency communications from end to end, ensuring accuracy of messaging, clarity of action items for stakeholders, and timeliness of communications delivery.
  • Monitor responses to email sends with the Support and Success teams and report out on audience sentiment and feedback trends to stakeholders.
  • Follow up on metrics for success for individual communications, evaluate whether providers and clients are taking recommended actions, and apply learnings from this data to improve future messaging strategies.
  • Own and evolve the Alma Health CX Style Guide for Emergency Communications.

Requirements

  • 3-5 years of copywriting experience in a complex and nuanced field such as healthcare or compliance.
  • Expertise in presenting highly technical subject matter in an engaging, accessible voice.
  • Strong analytical skills and ability to determine and generate actionable insights from a range of data sources.
  • Experience with CRM tools, with a plus for experience with Zendesk, Iterable, and/or Marketo.
  • Strong project management skills and cultural humility.

What We Offer

At Alma Health, we offer a dynamic and supportive work environment that values innovation, collaboration, and continuous learning. If you are a motivated and detail-oriented individual with a passion for creating compelling content, we encourage you to apply for this exciting opportunity.