Role Overview
As a Marketing & Digital Channels Officer, you will be responsible for maintaining and enhancing digital channels while ensuring customer satisfaction is effectively measured and improved. You will monitor and optimize customer journeys, act as a subject-matter expert for stakeholders, and handle operational issues within your service in alignment with established procedures and standards.
This role also plays a key part in supporting activities related to the energy transition and the rollout of smart meters.
Key Responsibilities
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Act as the business reference point for customer-oriented digitalization.
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Ensure proper use and continuous improvement of digital channels (website, MyResa, voicebot, chatbot, etc.) as well as non-digital support channels.
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Drive a customer- and UX-focused approach within the digital strategy and transformation initiatives.
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Monitor digital performance through dashboards (e.g., Google Analytics), ensuring relevance, functionality, SEO compliance, and accessibility standards.
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Manage and animate digital projects such as ChatBot, PhoneBot, and other innovative tools.
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Define requirements, content, and specifications for multimedia deliverables such as videos, articles, newsletters, images, PDFs, and social media content (in collaboration with the Communications department and aligned with the global communication plan).
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Ensure customer databases are accurate and regularly updated.
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Create, maintain, and optimize customer journeys.
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Monitor customer performance and satisfaction, analyze feedback, and propose actionable improvements.
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Promote continuous improvement by identifying and implementing solutions to operational challenges (subject to management validation when required).
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Implement corrective measures when necessary.
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Act as the liaison between your service, the Transformation & Digitalization department, and the Communications department.
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Oversee and prioritize the activities of the Digital Content Manager, provide content, and ensure quality control of published materials and customer responses.
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Stay up to date with industry trends, technological developments, and best practices to maintain expertise in the domain.
Qualifications & Skills
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Strong knowledge of digital channels, digital marketing, and customer experience (UX).
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Experience with digital performance tools (e.g., Google Analytics) and SEO/Accessibility standards.
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Ability to manage digital projects (chatbots, voicebots, etc.) and coordinate cross-functional initiatives.
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Excellent communication and content creation skills (multimedia and written).
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Customer-centric mindset with strong analytical skills to measure and improve satisfaction.
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Ability to coordinate with different departments and ensure alignment across teams.
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Proactive problem-solving and continuous improvement mindset.
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Knowledge or interest in the energy transition and smart meter deployment is a plus.
