Associate Manager - Content Strategy

5 Months ago • 2 Years + • Editorial

Job Summary

Job Description

As Associate Manager - Content Strategy at PhonePe, you'll lead a team of content writers, crafting and implementing a cohesive content strategy across various support platforms (Help Center, chatbots, agent scripts, videos, etc.). Responsibilities include team management, content creation aligned with brand guidelines, stakeholder collaboration, data-driven optimization, and ensuring exceptional customer experiences. You'll work across multiple business units, developing strategies for customer education, upselling, cross-selling, and retention. Experience in content strategy within a customer support/CX environment is essential, along with strong analytical and communication skills.
Must have:
  • Team Leadership & Development
  • Content Strategy & Execution
  • Stakeholder Management
  • Customer-Centric Approach
  • Data-Driven Decision Making
Perks:
  • Medical Insurance
  • Critical Illness Insurance
  • Accidental Insurance
  • Life Insurance
  • Employee Assistance Program
  • Onsite Medical Center
  • Maternity Benefit
  • Paternity Benefit Program
  • Adoption Assistance Program
  • Day-care Support Program
  • Relocation benefits
  • Higher Education Assistance
  • Car Lease

Job Details

About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

Culture

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right  environment for you is just one of the things we do. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a  big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

About the Role:

We are seeking a dynamic and experienced Associate Manager for the Content Strategy team within the Customer Experience organization. This team plays a pivotal role in influencing/delivering exceptional customer experiences across various touchpoints. From Help Center articles to chatbot scripts, agent responses, error screens, video scripts, and IVR prompts, the scope of the team spans all formats of support content.

As the Associate Manager, you will oversee a talented team of content writers, working as a horizontal entity supporting multiple business units. Your responsibilities include 

  • Craft/Align with content principles, guidelines, brand voice and tone, and understanding the target audience.
  • Be the POC for the various business units, align and deliver top quality content to fulfill the org goals
  • Think strategically and execute with rigor while leading the team from the front

Key Responsibilities:

Team Leadership and Development:

  • Hire, lead, mentor, and coach a team of content writers.
  • Foster a high-performing team culture with a focus on collaboration, creativity, and execution.

Content Strategy and Execution:

  • Develop and implement a cohesive content strategy for support materials across formats (Help Center, chatbot, agent scripts, video, IVR, etc.).
  • Ensure consistency with brand voice, tone, and guidelines while catering to diverse customer needs.
  • Create and oversee content designed for customer education, helping users understand and maximize the value of products and services
  • Develop communication strategies for upselling and cross-selling, crafting compelling messages that drive engagement and conversions
  • Design retention focussed communication to build customer loyalty, address churn risks and enhance long-term relationships

Stakeholder Management:

  • Collaborate with cross-functional teams (e.g.Product, Design, Strategy) to understand business requirements and align content deliverables.
  • Manage expectations and communicate effectively with senior leadership and stakeholders.

Customer-Centric Approach:

  • Leverage insights from the customer support journey to craft content that addresses pain points and enhances the user experience.
  • Advocate for the customer's perspective in all content decisions.

Data-Driven Decision Making:

  • Analyze content performance metrics to identify trends and areas for improvement.
  • Use data insights to refine strategies and address problem statements effectively.

Project and Process Management:

  • Drive multiple projects simultaneously, ensuring timely delivery with high-quality standards.
  • Establish and optimize processes to improve team efficiency and effectiveness.

Required Qualifications:

  • Minimum 2 years of experience in a people management role.
  • Proven experience in a content strategy position, preferably in a customer support or CX environment.
  • Strong understanding of content management systems (CMS) and tools.
  • Excellent analytical skills with the ability to interpret data and identify actionable insights.
  • Strong project management and organizational skills, with a focus on execution rigor.
  • Exceptional communication and stakeholder management skills.
  • Experience working in a horizontal or matrixed organizational structure.
  • Familiarity with customer support tools and platforms.
  • Strategic thinker with the ability to translate high-level goals into actionable plans.



PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

  • Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
  • Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
  • Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
  • Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
  • Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
  • Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

Life at PhonePe

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About The Company

PhonePe was founded in December 2015 and has emerged as India’s largest payments app, enabling digital inclusion for consumers and merchants alike. With 48 crore (480 Million) registered users, one in four Indians are now on PhonePe. The company has also successfully digitized 3.6 crore (36 Million) offline merchants spread across Tier 2,3,4 and beyond, covering 99% of the postal codes across India. PhonePe is also the leader in Bharat Bill Pay System (BBPS), processing over 45% of the transactions on the BBPS platform. PhonePe forayed into financial services in 2017, providing users with safe and convenient investing options on its platform. Since then, the company has introduced several Mutual Funds and Insurance products that offer every Indian an equal opportunity to unlock the flow of money and access to services. PhonePe was recently recognized as the Most Trusted Brand for Digital Payments as per the Brand Trust Report 2023 by Trust Research Advisory (TRA).



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