Digital Customer Engagement Specialist

Purpose of role

As a Digital Customer Engagement Specialist you help our global customers get the most from Keyloop by making sure they know about the training and learning available to them. Working alongside the Knowledge and Education team, you will spot opportunities where a well-timed message could help customers, draft clear and engaging copy, and partner with Marketing to get that content prepared, translated and delivered through the right channels (email, in-application and social such as LinkedIn). 

 

This is a hands-on, delivery-focused role. It suits someone early in their career who enjoys writing, is organised, works well as part of a team, and is comfortable collaborating with colleagues across different departments and cultures.

Key Duties & Responsibilities

• Identify opportunities where communications could help customers understand and make use of Keyloop training and learning. 

• Draft clear, engaging copy for training-related communications, tailored to the audience and channel. 

• Work with Marketing to ensure communications are prepared, translated and delivered from the right channels, including email, in-application messaging and social channels such as LinkedIn. 

• Maintain a schedule of outbound training communications, keeping content organised, on-brand and on time. 

• Gather feedback and basic engagement data to understand what is working and suggest improvements. 

• Build good working relationships with colleagues across Knowledge & Education, Marketing and other departments. 

• Any other duties commensurate with the grade and level of responsibility of the role. 

Skills / Knowledge & Experience

• Strong written communication skills, with an eye for clear, engaging and audience-appropriate copy. 

• A genuine interest in customer experience and in helping customers succeed. 

• Well organised, with the ability to manage a schedule of content and meet deadlines. 

• Comfortable working as part of a team and collaborating across different departments and cultures. 

• Confident using digital tools to create and edit communication content. 

• Willing to learn, take feedback, and develop under the guidance of a more experienced colleague. 

• Basic comfort with data, able to look at simple engagement measures and act on them. 

Qualifications required

Essential 

• Educational qualifications   

• Good standard of general education, including GCSE Maths and English (Grade C / 4 or above) or equivalent. 

• A qualification, apprenticeship or early experience in communications, marketing, English or a related area is an advantage but not essential. 

 

Desirable 

• Technical / Professional qualifications in  

• Any communications, marketing or customer experience training, certificate or diploma.