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Friday 10th February 2012

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Online Copy Manager

Vodafone have launched a brand new Transformation & Online function, dedicated to improve the end-to-end customer experience and make Vodafone easier to do business with.
As Copy Manager, your focus will be to create simple core processes ensuring quality, consistency & effectiveness of all online content – including all email, help & intranet copy.
You’ll define, produce & own the online writing guidelines, be responsible for effectively conveying key site messages and act as the decision maker for message prioritisation on all areas of the site.
With full autonomy, you’ll manage our agency resources to deliver a consistent, on-brand experience for all Vodafone customers.
We’re looking for a creative thinker with significant online content experience to take creative ownership and overall responsibility for the design & delivery of copy, from concept to production.

If you think you have what it takes and have previous experience of managing copy writers, we want to hear from you.

Essence of Role
Managing written content & resource
  • Take creative ownership & overall responsibility for copy across Vodafone’s online estate. Ensuring quality, consistency & effectiveness of all sites, email & help content 
  • Work with key stakeholders, UE & support agencies to ensure business objectives are translated into effective, engaging online solutions 
  • Manage development of copy, from concept to completion, ensuring written content meets defined project goals, aligns with T&O objectives, is on-brand & delivers a first-class customer experience 
  • Manage writing resources - maximising effectiveness of internal writing team. And ensure T&O obtains quality, consistency & value from third-party relationships 
  • Work with key agencies to plan, prioritise & schedule copy resources to meet demand 
  • Track copywriting budget & provide budgetary & management reporting 
  • Enforce tone of voice & copy guidelines to ensure consistency across all online communication 
  • Champion copy within Vodafone & act as a consultant on all written content across Vodafone’s online estate
Setting of site standards
  • Create guidelines for best practice web writing, style & tone of voice in conjunction with the Brand team. 
  • Establish guidelines to ensure quality, consistency, effectiveness & user-friendliness in all written content (style, grammar, brand voice, etc) 
  • Take ownership of web writing guides, ensuring these are updated & maintained to reflect changes, & ensure production & agency teams continue to comply with these guidelines in all new content 
  • Consult on information architecture, naming conventions, navigation & labelling to help deliver the most compelling user experience 
  • Ensure delivery of consistent, effective, high-quality online copy that meets our brand guidelines & creates the desired user experience 
  • Apply subject matter expertise to the wider web domain content & site strategies
Influencing brand strategy
  • Develop strong working relationships with the Brand & Marcomms team 
  • Ensure online becomes an integral part of the Brand team’s campaign strategies 
  • Ensure Brand’s campaign roadmap, agreed messaging & all deliverables adhere to production time lines 
  • Work with key partners to ensure quality & standards for online messaging are consistently applied 
  • Drive key partners/stakeholders to consider all customer communications in the context of ‘What does that mean?’ for online & advise on web messaging best practices
  • Management 
  • Support the recruitment, development & retention of a high-performing copy/messaging team 
  • Build strong relationships with team members & ensure team has high levels of morale & motivation 
  • Work closely & build strong relationships with the wider production team to ensure effective copy service is provided 
  • Contribute to supplier reviews along with managing improvement plans 
  • Identify & support copy team members’ training & development 
  • Identify copy recruitment/sourcing needs & support the management team in assessment of resources 
  • Build strong working relationships with all other departments across the company, ensuring good communications & fostering a collaborative work environment

Role Dimension
Financial 
  • Track copywriting & report on budget position. 
  • Monitor budgetary trend & request financial resources in order to meet demands
Non financial (customers / staff etc) 
  • Manage writing resources, maximising permanent, agency & contractor effectiveness 
  • Support sourcing & recruitment of additional resources to meet production needs. 
  • Key interface across the business for copy/messaging standards

Typical Outputs 
  • Prioritising, scheduling & resourcing BAU copy content demand 
  • Commissioning, editing & proofing content 
  • Ensuring style & tone of voice consistency 
  • Shaping Information Architecture (IA) & design to ensure effectiveness of messaging 
  • Improving customer experience by effective messaging & signposting across the domains 
  • Rolling development of the copy standards & framework to keep fresh & inline with latest brand guidelines

Technical/Professional Expertise
ESSENTIAL
Significant online/digital copy experience.
Previous management of copy resources
Strategic & creative thinker with extensive content strategy experience.
Excellent briefing, writing & editing skills. Capable of taking creative ownership & overall responsibility for copy – originating the idea as well as developing it through to production.
Ability to manage multiple projects, switching easily between brand & channels.

DESIRABLE
Professional qualification (degree or equivalent industry experience)
Agency & client-side background preferable.
Multi-agency collaboration – capable of building strong working relationships with other agency representatives.
Delegation – the ability to assess a broad range of tasks & delegate effectively, ensuring delivery is to the highest standards at all times.

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