Senior Digital Marketing & Messaging Specialist

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
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
Resolve & escalate to authorities' level departmental issues in assigned functions
Undertake other tasks assigned by line manager