CS Content Executive

Ryanair, Europe’s largest airline, is looking for an ambitious, driven, and innovative professional to join Europe’s busiest customer service team as a CS Content Executive. At Ryanair, we owe our success to a commitment to efficiency, innovation, and customer focus. This role will be essential in helping us deliver an enhanced, modernized customer experience by managing and optimizing our Help Centre content. This individual will report directly to the Quality & Content Manager in Madrid office to ensure seamless and effective content management.

Key Responsibilities:

• Content Management: Oversee the governance, maintenance, and continuous improvement of all Help Centre content to ensure it remains accurate, relevant, and user-friendly.
• Collaboration: Partner with the Legal, Marketing, Customer Operations Team and other key stakeholders to align content strategies with Ryanair’s broader customer service objectives.
• Process Optimization: Identify and implement opportunities to streamline content management processes, ensuring efficiency and consistency.
• Stakeholder Engagement: Collaborate with internal teams and external partners to define content requirements and support customer service initiatives.
• Competitor Analysis: Conduct regular benchspaning against competitors to ensure Ryanair’s Help Centre is industry leading FAQ page.
• Project Support: Contribute to projects aimed at enhancing the customer experience, including the rollout of new policies and updates impacting both customers and CS agents.
• Knowledge Base Development: Standardise and update knowledge base content to ensure it is optimized for internal and external use, supporting consistent and effective customer interactions.
• Content Framework: Develop and maintain a structured content framework that aligns with Ryanair’s strategic goals and supports seamless customer interactions.

Desired Profile:

• Strong experience in content creation, management, and improvement, ideally within a customer service environment.
• Excellent organizational and time management skills, with the ability to handle multiple priorities in a fast-paced setting.
• Exceptional document writing skills and a thorough understanding of process design and documentation.
• Proactive and self-motivated, with a passion for delivering exceptional customer experiences.

Qualifications:

• Previous experience in a similar role, ideally in a high-energy, customer-focused environment.
• Demonstrated ability to manage and maintain large-scale content repositories.
• Familiarity with digital tools and content management systems is an advantage such as Zendesk, Jira, Microsoft Office, HTML coding.

This role offers an exciting opportunity for a professional eager to make a significant impact on Ryanair’s customer experience by driving innovation and ensuring the delivery of high-quality, customer-focused content.

Benefits:

• A competitive but flexible technical career plan.
• We believe in an hybrid working model, you can work up to two days per week remote, but you are also going to enjoy the excellent work environment at our modern offices in the heart of Madrid or Wroclaw.
• Optional discounts on health insurances (various companies).
• Travel discounts, of course!.

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