1. SMS Strategy & Customer Experience Alignment
- Develop and execute an SMS engagement strategy that enhances CX, balancing automation with personalization
- Identify key touchpoints where SMS can proactively improve customer interactions and reduce friction
- Align SMS with omnichannel customer journeys (email, Zalo, push notifications, etc.) to create a seamless experience
- Maintain a customer-first approach by analyzing feedback and optimizing messaging
- Collaborate with Marketing to ensure SMS content aligns with brand voice and tone guidelines
- Work with Business Functions to ensure all SMS content meets compliance regulations)
- Conduct A/B testing on messaging styles and calls-to-action to improve engagement rates
- Develop templates and best practices for transactional, promotional, and service-related SMS
2. Cross-Functional Collaboration & Stakeholder Management
- Act as the bridge between CX, Marketing, Business Functions, and IT to ensure SMS aligns with overall customer engagement strategies
- Support Marketing in crisis communication via SMS, ensuring quick, clear, and brand-compliant messaging during service disruptions
- Advocate for SMS as a strategic CX tool, not just a transactional channel, influencing senior leadership on SMS best practices
3. Resolve & escalate to authorities’ level departmental issues in assigned functions
4. Undertake other tasks assigned by line manager
