Manager, Lifecycle Service Communications

hace 2 semanas

Santa Ana, Costa Rica Western Union A tiempo completo

Manager, Lifecycle Service Communications - Santa Ana Costa Rica


Are you a zealous all-around customer experience superstar with a passion for your work? Do you want to unleash your potential in a global Fintech company looking to move money for better? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it's time to join Western Union as a
Manager, Lifecycle Service Communications.


Western Union powers your pursuit.

Role Responsibilities:

  • You will be responsible for the global strategy of the service and transactional messaging across the Western Union products and services.
  • You will be expected to lead optimization of existing service messaging templates to improve customer experience and drive business growth by leveraging best practices of customer service and work on new service messages that will come up with new product launches.
  • As a leader, your role will require you to manage various stakeholders throughout the organization to achieve project progress and team alignment. This involves overseeing multiple teams working on distinct communication messages for various products and being responsible for customer communication via automated owned channels. Your accountability will be crucial in ensuring effective communication across the company and delivering successful outcomes.
  • Support building and maintaining of journeys/ triggers with journey maps, content preparation, stakeholders' management. Monitors journey performance and provides insights.
  • Formulate a strategy to enhance system generated messages, work with legal, platform team, CEM and others to provide recommendations to enrich customer experience.
  • Continue to enhance existing journeys while launching new automated journeys supporting customer needs.
  • Support all communication to the receivers from idea generation, content preparation, translations to implementation and measurement.
  • Build and maintain automations/triggers and documentation
  • Help increase marketable base and work closely with the other cross functional partners.
  • Constantly monitor and develop new or uplift existing automations.
  • Support all upcoming use cases.
  • Strategize and think of new ways to reach receivers while building the brand.
  • Shift: Monday to Friday from 7:00 AM to 4:00 PM.

Role Requirements:

  • Bachelor's or Master's degree in marketing, business, or a related field and 5+ years customer lifecycle management or related roles.
  • Familiarity with customer relationship management (CRM) software and/or marketing automation tools (SFMC, Braze, Oracle, Adobe)
  • English proficiency (B2+)
  • Strong analytical skills with ability to interpret data and draw actionable insights.
  • Strong PowerPoint and excel skills.
  • Excellent communication and interpersonal skills.
  • Ability to work collaboratively across different departments and teams.
  • Resultoriented with a focus on driving continuous improvement.
  • Strong project management and organizational skills.
  • Ability to adapt to changing priorities and work in a fastpaced environment.
  • Knowledge of customer segmentation and targeting strategies.
  • Be very structure briefing and documenting different use cases.

We make financial services accessible to humans everywhere. Join us for what's next.
Western Union is positioned to become the world's most accessible financial services company —transforming lives and communities.

We're a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe.

More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.


Benefits
You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few

Your Costa Rica

- specific benefits include:

  • Asociación Solidarista
  • Paid time off including extended maternity leave
  • In house company doctor services
  • Continuing Education
  • Transportation services options
  • Parking spaces
  • Hybrid model work
  • Flexible Working Schedules if applicable
  • Referral Program award
  • Employee Resource Groups (ERG) and committees to volunteer with
  • Carpooling Program
  • Price Smart membership
  • Pan American Medical and Life insurance
  • Cafeteria Subsidy
Western Union values in-person collaboration, learning, and ideation whenever possible.

We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals.

By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categorie

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