User Communications Manager - IC3

 

Job Purpose

Communicate with users efficiently and effectively, whether in response to a project phase change, an incident or other user journey trigger. Reporting to the Senior User Communications Program Manager, the User Communications Manager will drive an exceptional customer experience. The user communications team supports the strategic, commercial and client services goals of the business.

 

Responsibilities  

• Work with the Senior User Communications Program Manager, to develop user communication plans for major changes (e.g. specify processes, standards, frequencies and responsibilities).
• Plan, create and own integrated communications campaigns to ensure an exceptional user experience during each point in the user journey (for example: onboarding, new release communications, regular newsletters etc.)
• Copywriting and editing; creating targeted content for communications.
• Coordinate incident/crisis communications.
• Ensure user communications are in line with brand and product personality.
• Drive consistency and scalability across communications to users.
• Coordinate unscheduled communication needs. 
• Measure and review responses to campaigns; proposing ongoing improvement  
• Stakeholder management; including keeping relevant stakeholders informed of the progress of campaigns. 

 

Required Skills & Experience

Essential:  

• 10+ years experience in a similar communications roles.
• Managed issue and change communications previously, including emails, talking points / FAQs.   
• Incident/crisis communications experience and an ability and willingness to be part of a roster to manage major and critical incidents outside office hours, including weekends.
• As writing is a major focus of this role, exceptional writing and editing skills are essential, with great attention to detail.
• A strong customer focus and in innate interest in the customer experience.  
• Communication and stakeholder management skills that will influence at peer through to senior level.
• Highly organised and meets deadlines.
• Motivated, self-started.
• Ability to inspire and project manage cross-functional teams and multiple stakeholders, including Customer Experience, Service Desk, Support Central, Product and Sales teams.
• Data analysis skills (especially relating to email / website campaign stats).
• Ability to balance multiple projects while maintaining a strategic perspective and quality.  
• Ability to work autonomously, seeking management input as appropriate.
• Ability to work a flexible schedule, including team meetings with colleagues across the globe as required.
• Ability to work from home for the near future, and possibly into the future, depending on Oracle directives.
• Happy to use Jira as a scheduling / task tool, monitor group mailboxes and other comms admin duties.
• Familiarity with an international or dispersed business environment.  
• Tertiary or university qualifications in a relevant discipline, preferably communications.

 

Desirable:  

• Experience with email automation tools (including planning automated campaigns).
• Experience with multilingual, global campaigns.
• Construction / Engineering and / or software industry experience.  

 

Competencies

• Collaboration, ability to work as part of a team and leverage the combined strength of Oracle.
• Communicating for impact / good listener and strong written and verbal skills, communicating openly and effectively to influence others.
• Performance Drive & Execution - initiating and following up action, leading by example to deliver business results.
• Mastering complexity - managing priorities, workload and making timely business decisions with sound judgement.
• Change Agility – driving and responding to change.
• Competitive edge – driving competitiveness and innovation.
• Inspirational leadership – inspiring others through your example.
• Reliability – trustworthy, will follow up and see things through, keeping relevant stakeholders in the loop.

Responsible for the overall development of technical and editorial content and message portrayed across Oracle's digital channels in execution of the company's digital strategy

Responsible for the development of digital content on web and technical decisions for assigned programs. Writes summaries, blogs and abstracts of policy materials for social media, email, web and other digital channels. Research and execute best practices for planning, writing, and disseminating digital content; and for engaging audiences online. Create digital content including blogs, galleries, briefs, infographics and articles for Oracle's products and services online and print publication. Posts digital content on web and engage audiences via social media and optimal SEO practice. Take a metrics-driven approach to optimize content strategy. Assist in the identification of the objectives for digital applications and coordinates the development of content to meet defined objectives.

Job duties are varied and complex utilizing independent judgment. Knowledge of digital design, flow and site organization. May have project lead role. 5+ years related experience. Moderate technical and strategic understanding of Technology, Applications, and Industry solutions being marketed.