The Estee Lauder Companies Assistant Manager, Global Content Management & Copywriter Client Experience, OneSource in New York, New York

Assistant Manager, Global Content Management & Copywriter Client Experience, OneSource

Brand: Estée Lauder Companies Corporate Departments

Description

Responsible for managing the development, review and compliance of all GBS Portal content coordinating with local, regional and Shared Service Center content owners, administrators and SMEs. This role will provide a consistent point of view and guidance to multiple teams creating content across the organization.

Key Responsibilities Include:

  • Managing content and copy-writing across GBS teir-0 technologies

  • Ensures online related feedback is reviewed and proper steps are taken to improve functionality, accuracy of information or understanding of services

  • Build and maintain a portal style guide and GBS “language”

  • Develop templates for all knowledge management articles and documents housed on the Portal

  • Maintain the daily updates and edits to portal content

  • Liaise with the global communications team to ensure overall alignment to ELC style policies and requirements

  • Make recommendations for day to day portal operations and continuous improvement

  • Liaise and collaborate with Global Communications to ensure consistency of standards leveraging key tools and methods

Key Skills/Expertise:

  • Ability to make recommendations that impact the overall portal design globally

  • Strong project management, organizational and facilitation skills

  • Strong interpersonal and communication skills - ability to gain consensus and work collaboratively across the enterprise

  • Good teamwork/people management/client focus supporting innovation/creativity/problem solving

  • Ability to handle confidential information

  • Knowledge/understanding of functional Systems, business processes and functions required

  • Knowledge and understanding of the Salesforce.com platform, eco-system and best practices is a plus

  • Ability to coordinate with internal developers and GBS services organization to provide solution suggestions and constructive feedback

  • Keen attention to detail and complex problem solving abilities to support the GBS operational and technical perspective within expedited timelines

  • Some experience documenting and analyzing processes, procedures, and/or policies in support of content, change management and communications

  • Proven ability to understand business needs and support their translation not only into processes that scale but also quickly deploy them in salesforce.com

  • Strong oral and written communication skills

  • Ability to work independently and engage supervisor as needed

This individual will work under the direction of the VP Client Experience and across leaders: GBS IT Lead, GBS Communications Lead, GBS Change Lead, and GBS CI Lead to drive the delivery and enhancement the end user experience supporting our content, services, systems, processes across Global Business Services focused on content management and copywriting.

  • Responsible for collaborating with Brands, Regions, Functions and Channels as part of our customer experience journey

  • Supports team with ongoing Customer councils with key stakeholders across the organization to ensure collaboration, alignment, and turning voice of the customer insights into actions, which will drive GBS service capabilities and improvement.

  • Supports operational analysis of business processes across GBS portal/tier-0 services to optimize the use of technology and enhance data management controls and data accountability standards

  • Work closely with GBS leads on managing and integrating co-creators/influencers across the organization with a priority focus on retail voice and tone.

  • Other duties as assigned.

Qualifications

  • The successful candidate will have a minimum of 3 years' of global/regional content management and copywriting experience in roles including supporting business operations, customer experience, and consulting within change initiatives. Brings personalized support and experiences to enhance delivery of people, process and technology service delivery channels, specifically Tier-0 and Tier-1 solutions across Global Business Services (ie- Case Management, Knowledge Management, etc).

  • Ability to work collaboratively with at all levels to ensure content and copy alignment across teams and GBS service delivery channels. Working, facilitating and leading GBS content management across key GBS channels (ie- Tier-0 applications, portals, knowledge management)

  • Collaborates across multiple stakeholder groups to define and support the delivery and continuous improvement of responsive and flexible services and solutions across GBS content and supporting translation services.

  • Innovative/practical change agent. Experiments with new concepts and approaches managing the voice of the customer and working across operational GBS and Functional teams. Comes up with creative solutions to difficult problems and understands the intersection of process and technology with business needs.

  • This role will also be responsible to support the Global ownership and accountability for the functional design, support and continuous improvement of our GBS service delivery solutions working with GBS Leads for scope/requirements definition, system integration/improvement, process integration, and technology advancements. This consists of the process for which customer and GBS services will function.

  • Leverage Data/web trends and SLA commitment driven processes ensuring scalable solutions to support business needs for GBS content and services.

  • Demonstrated continuous improvement and service oriented mindset on a global/regional scale; consistently works with the customer and other GBS work streams to review processes and procedures to reduce delivery time, drive efficiency and effectiveness and improve client experience with a keen focus on the GBS SalesForce.com platform and it’s services.

  • Knowledge of industry business practices and strategic direction, business trends and ability to maximize on technology capabilities.

  • Experience or exposure to working in global/regional cross functional organizations, with history of value delivered that enhances the customer experience.

  • Developed analytical skills and proven ability to conduct root cause analysis, and to instill same in others.

  • Excellent interpersonal skills and ability to effectively communicate both written and verbal with peers, sponsors, staff, senior management, vendors, and contractors.

  • An ability to present and discuss detailed technical, functional and management information in a clear and concise way that explains complex topics, is persuasive and promotes consensus.

  • Experience in customer service transactions, systems, processes and service delivery that will drive improvements and enhanced/connected experiences with employees driving GBS efficiency and effectiveness through content and services.

  • Proven process and technology understanding with a track record of functional support and delivery of technology enabled solutions.

Job: Strategy / Business Development

Primary Location: Americas-US-NY-New York

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. Job Number: 183040