Role Summary: To lead the development, governance, and execution of content strategies across Aditya Birla Capital Digital’s digital and physical customer touchpoints. The role ensures all customer communications are clear, consistent, and aligned with brand and regulatory standards. The Content Manager will work closely with the Consent Management & Customer Experience team to ensure all communication adheres to data privacy norms and consent protocols while enhancing customer engagement and trust.
Key Challenges for the Role
1. Content Compliance & Collaboration: Ensuring all communication aligns with brand guidelines, data privacy laws, and customer consent preferences through close coordination with the Consent Management team.
2. Multi-Channel Consistency: Managing tone, messaging, and accuracy across diverse channels — app, email, SMS, website, and physical touchpoints — while maintaining a unified customer experience.
3. Speed & Agility: Enabling faster content delivery for business teams without compromising compliance or quality.
4. Governance & Measurement: Implementing review and approval processes to maintain high standards, and tracking communication effectiveness through engagement metrics.
KPI
1. Content Strategy & Governance - Develop and implement a content governance framework ensuring accuracy, compliance, and brand alignment across all customer-facing communication.
2. Cross-Functional Collaboration - Partner with the Consent Management & Customer Experience team to ensure all communications meet data privacy and consent requirements. Work with Product, Marketing, and Legal for seamless alignment.
3. Content Creation & Delivery - Oversee the development of customer communication for digital channels (SMS, email, in-app, website). Ensure clarity, accessibility, and tone alignment with brand voice.
4. Measurement & Optimization - Track engagement and performance of communications, conduct A/B tests, and provide insights for improvement. Maintain a repository of approved content and templates.
5. Training & Awareness - Conduct content compliance workshops with business and product teams to ensure awareness of brand and regulatory standards.
Relationships with stakeholders
Internal
Consent Management & Customer Experience Team: Weekly - Collaborate on ensuring customer communication complies with consent and privacy regulations, co-develop customer education messages on data usage, and support audit readiness.
Product, Marketing, and Legal Teams : Weekly - Coordinate on campaign content, ensure brand consistency, and align messaging with business goals and compliance guidelines.
External
Creative Agencies / Vendors - As required - Manage creative content development, ensure adherence to tone and regulatory norms, and maintain timelines for campaign execution. Align field execution with strategic priorities and business goals through clear accountability frameworks.
