The Purpose of the Role

Reporting to the Content Production Manager, this role will take ownership and responsibility for driving digital initiatives that deliver the digital trading targets and/or improvements in the digital customer experience including content creation, approval and publishing on Postoffice.co.uk. The individual will personally lead digital initiatives across multiple product areas; managing site content and user experience that meets SEO, brand, tone of voice and financial promotions standards. Working alongside a fellow Web Content Executive, this role will be jointly responsible for managing and coordinating c.800 briefs annually, which are submitted from across the POL business. Depending on their complexity, these briefs can typically be completed in times ranging from a few minutes to perhaps weeks.

The individual will also have responsibility for ensuring content initiatives are delivered on time and to budget, ensuring relevant ASA/FCA regulations are adhered to at all times.

The role requires an individual who can provide online expertise and leadership to devise content solutions that deliver a compelling customer experience driving sales and income. The role will be a key part of shaping the future of the Post Office customer proposition in both the digital space and the retail industry.

Principal Accountabilities

Customer

  • Create new website content (copy, photography, iconography, video) to drive customer engagement with Post Office brand, products and services
  • Maintain social media content when necessary
  • Manage the approval of web site changes through the approved process to ensure regulatory compliance.
  • Meet with internal/external teams to identify new content needs as well as providing on-going support for existing content
  • Ensure all deliverables meet the design and UX principles & standards and is tested across all devices
  • Ensure the Post Office brand is promoting across all live digital assets
  • Ensure all deliverables meet the financial promotions requirements
  • Ensure all deliverables meet the accessibility and compliance requirements
  • Ensure the website meets best in class SEO technical and content standards to drive ranking positions through Google, making the Post Office a destination for customers
  • Assist in pre-production validation and post-production testing
  • Work closely with Dev and UX colleagues to maintain the website, e.g. for new code and components, whilst updating members of the CMS team on these actions, such as: Creating and editing webpages; Adding tactical fixes; and Ensuring content is implemented in out of hours activity
  • Further Accountabilities

    Commercial

  • Review traffic/sales performance indicators to best optimise customer experiences
  • Make ongoing adjustments through test cases and observation to improve page performance. 
  • Monitor sales KPI’s through various analytical reporting platforms
  • Operating model

  • Work with various departments to identify business and customer challenges and resolve these by creating and implementing engaging digital content
  • Attend and provide input into Product trading forums/Marketing VTs
  • Use existing platform capabilities including the content management system, to create highly optimised digital experiences
  • Qualifications, Experience & Skills

  • Demonstrable experience of creating written and visual content in a similar digital marketing, content production/publishing and/or e-commerce role
  • Prior experience gained within a financial services environment would be desirable
  • Solid experience of using website content management systems to publish and edit web content
  • Proven track record of managing and monitoring social media accounts on a daily basis
  • Good knowledge of SEO and experience of writing content for organic search
  • Good knowledge of Adobe and/or Google tools to carry out analytical reporting
  • Exceptional written and verbal communication skills (in terms of copywriting, presentation writing & delivery); able to pitch ideas and concepts in a clear, concise, and compelling way 
  • Customer focused with a personal style that builds credibility, trust and confidence with key stakeholders both within POL and externally with partners; able to counsel and influence a range of stakeholders on digital/web topics
  • Prior experience of matrix working; establishes and maintains strong, collaborative cross-functional relationships within POL, up to and including senior management level, to achieve business goals
  • Results oriented, with the ability to manage multiple tasks simultaneously with tight deadlines
  • Confident in creating effective and relevant digital content that follows business brand guidelines
  • Has an eye for detail; resourceful and able to produce creative and imaginative solutions to problems to influence decision-making and new ways of working 
  • Proven planning and organisational skills; with a strong focus on accuracy and producing high quality work
  • Can demonstrate confidence, resilience and the ability to be proactive, while also being able to follow instructions and provide support to both the Head of Content Management and the Head of Digital Delivery & Ops 
  • Can carry out all responsibilities in a way that supports POL’s Purpose and Ways of Working 
  • Able to be an ambassador for POL, being professional in outlook and attitude
  • About Post Office

    The Post Office has thrived at the heart of high streets and local communities across the UK for over 370 years. As one of the country’s most trusted brands, we take our commitment to providing essential services to customers across the UK very seriously. We’re the UK’s largest retail network, as well as the largest financial services provider in the UK, with over 11,600 branches nationwide – more than all of the UK’s banks and building societies put together. 

    We know that the best way to provide a great service for customers is to evolve our business and adapt to their changing needs. That’s why we have a range of over 170 products and services, from personal financial services like banking, insurance, payments and travel money, to telecoms and, of course, mails. And we’re improving our online and in store experience for customers. We know that our customers never stop changing, so neither will we.

    Securing the future Post Office’s future:
    We are working hard to ensure that the next chapter of the Post Office’s history is a bright one. We are the current guardians of an iconic business and we want to hand over a thriving network of branches which can continue to provide essential products and services for our customers for many years to come. This is a uniquely exciting and challenging time for the Post Office – we’re shaping the future and creating a business we can all be proud of. 

    Working at the Post Office:
    Post Office colleagues are the driving force behind our business. Whether they are in our branches or supporting from our offices, we are proud of the energy, commitment and customer focus our people all have in common. 

    All Post Office people are guided by our three values and behaviours:

  • We care by always thinking customer
  • We strive to make things ever better through honest challenge
  • We commit to decisive delivery
  • The Post Office embraces diversity and inclusion in the workplace and actively promote working without discrimination. We are also a Disability Confident Employer and are committed to interviewing disabled people who meet our minimum criteria for the job. 

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