Manager, Lifecycle Service Communications - Santa Ana Costa Rica

　　Are you a zealous all-around customer experience superstar with a passion for your work? Do you want to unleash your potential in a global Fintech company looking to move money for better? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it's time to join Western Union as a Manager, Lifecycle Service Communications .

　　Western Union powers your pursuit.

　　Role Responsibilities :

　　You will be responsible for the global strategy of the service and transactional messaging across the Western Union products and services.

　　You will be expected to lead optimization of existing service messaging templates to improve customer experience and drive business growth by leveraging best practices of customer service and work on new service messages that will come up with new product launches.

　　As a leader, your role will require you to manage various stakeholders throughout the organization to achieve project progress and team alignment. This involves overseeing multiple teams working on distinct communication messages for various products and being responsible for customer communication via automated owned channels. Your accountability will be crucial in ensuring effective communication across the company and delivering successful outcomes.

　　Collaborate with various departments, such as regional marketing teams, data team, legal and privacy, product, and platform to ensure a seamless and personalized experience for customer at every stage implementing email, in-app and push, SMS messages to engage with customers.

　　Support building and maintaining of journeys/ triggers with journey maps, content preparation, stakeholders' management. Monitors journey performance and provides insights.

　　Formulate a strategy to enhance system generated messages, work with legal, platform team, CEM and others to provide recommendations to enrich customer experience.

　　Continue to enhance existing journeys while launching new automated journeys supporting customer needs.

　　Support all communication to the receivers from idea generation, content preparation, translations to implementation and measurement.

　　Build and maintain automations/triggers and documentation

　　Help increase marketable base and work closely with the other cross functional partners.

　　Constantly monitor and develop new or uplift existing automations.

　　Support all upcoming use cases.

　　Strategize and think of new ways to reach receivers while building the brand.

　　Shift: Monday to Friday from 7:00 AM to 4:00 PM.

　　Role Requirements:

　　Bachelor's or Master's degree in marketing, business, or a related field and 5+ years customer lifecycle management or related roles.

　　Familiarity with customer relationship management (CRM) software and/or marketing automation tools (SFMC, Braze, Oracle, Adobe)

　　English proficiency (B2+)

　　Strong analytical skills with ability to interpret data and draw actionable insights.

　　Strong PowerPoint and excel skills.

　　Excellent communication and interpersonal skills.

　　Ability to work collaboratively across different departments and teams.

　　Result-oriented with a focus on driving continuous improvement.

　　Strong project management and organizational skills.

　　Ability to adapt to changing priorities and work in a fast-paced environment.

　　Knowledge of customer segmentation and targeting strategies.

　　Be very structure briefing and documenting different use cases.

　　We make financial services accessible to humans everywhere. Join us for what's next.

　　Western Union is positioned to become the world's most accessible financial services company -transforming lives and communities. We're a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

　　Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You'll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you're ready to help drive the future of financial services, it's time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/ .

　　Benefits

　　You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few

　　( https://careers.westernunion.com/global-benefits/ ). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

　　Your Costa Rica- specific benefits include:

　　Asociación Solidarista

　　Paid time off including extended maternity leave

　　In house company doctor services

　　Continuing Education

　　Transportation services options

　　Parking spaces

　　Hybrid model work

　　Flexible Working Schedules if applicable

　　Referral Program award

　　Employee Resource Groups (ERG) and committees to volunteer with

　　Carpooling Program

　　Price Smart membership

　　Pan American Medical and Life insurance

　　Cafeteria Subsidy

　　Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

　　Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

　　We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

　　#LI-DJ1 #LI-Hybrid

　　Estimated Job Posting End Date:

　　01-26-2024

　　This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.