Overview:
STATEMENT:
The Content Editor within MS (Member Services) will be responsible for creating and managing Support Center content (FAQs) for several sites using material gathered from different sources throughout the organization, advocating for overall accuracy, quality, effectiveness, and consistency (in strategy, message, tone, style, etc.).
The Content Editor will rely on analytics to guide the content management process in the corporate brand guidelines to create consistency in the voice and tone of agent communications.
This role conducts monthly audits of Knowledge Management (KM) articles available externally to consumers and Distributors and is pivotal in driving consistency across the organization by keeping a pulse on what is being presented globally.
The Content Editor is also responsible for training and advising different teams on usage and best practices of Salesforce Knowledge and the company's brand voice and tone.
DETAILED RESPONSIBILITIES:
- Write and edit content based on trending issues or material provided by business groups from around the organization
- Maintain accuracy of content delivered through knowledgebase
- Follow a Content Audit Policy & Procedure to ensure the integrity of the data published on the Support Center websites
- Work closely with other departments to coordinate editing process and keep content current
- Pull reports and use analytics to inform the content management process
- Review trending inbound customer service inquiries via online Contact Us submissions (on product and business topics) and create relevant knowledge content, when necessary
SUPERVISORY RESPONSIBILITIES:
None
Job Qualifications:
REQUIRED QUALIFICATIONS:
(Please be sure that each of the qualifications listed in this section are truly required to perform the essential functions of the job.
If not, they should reside in the PREFERRED QUALIFICATIONS section.)
**Skills**:
- Exceptional writing and editing skills
- Ability to multitask to meet deadlines and ensure follow-up with all parties
- English/Spanish bilingual
- Versatility in writing abilities.
Must be capable or drafting/editing material ranging from quick social media sound bites, to in-depth product training tutorials
- Ability to conceptualize and concisely articulate complex issues and ideas and translate them into a simple, friendly and conversational style for different audiences
- Strong attention to detail, nuance, tone, and political/issue sensitivities
- Flexible and adaptable personal style, able to work effectively with different personalities and types of projects
- Ability to work on tight deadlines and manage an ambitious workload
**Experience**:
- 5+ years with communications experience in a corporate setting with significant writing responsibilities
- Expertise in producing different types and styles of high-quality written material
- Strong understanding of dietary supplements, foods and/or consumer goods and key issues associated with it - Preferred
**Education**:
- bachelor's degree
PREFERRED QUALIFICATIONS:
- Degree in English, Legal and/or Scientific background
- Experience with CRM and Knowledgebase systems