Do you want to be part of a business that creates thecolorful joys of life and happy memories Imagine complimentary stays at 5-star properties globally!
Are you keen to be part of a dynamic, proprietary global contact centre servicing its customers If you are looking for a career and not just a job, at Shangri-La, we make that HAPPEN!
Job Summary
The Digital Content Management Officer plays a pivotal role in driving and safeguarding the digital customer journey across Shangri-La's e-direct channels. Acting as both an operational expert and an agile collaborator, you will manage global content deployment via our Enterprise Content Management System (CMS). This role involves utilizing Agile sprint methodologies, leveraging AI productivity tools, continuous content auditing, and multi-language localization management to ensure a seamless, premium digital experience worldwide.
Key Responsibilities
- Agile Campaign Execution: Operate within an Agile, sprint-based workflow to manage, track, and execute global campaign requests, ensuring strict adherence to timelines and fluid coordination across time zones.
- Content Optimization & AI Integration: Perform regular, data-driven analysis of website content. Proactively leverage AI productivity tools to streamline content localization, scaling, and workflow optimization.
- Global CMS Subject Matter Expert (SME): Act as the primary technical and operational anchor for regional teams, providing flawless campaign support, technical troubleshooting, and solution design within the CMS.
- Platform Hygiene: Drive continuous CMS housekeeping and digital asset management to optimize system speed, structure, and overall efficiency.
- Cross-Functional Collaboration & UAT: Partner closely with internal business stakeholders on new digital initiatives; actively lead and execute User Acceptance Testing (UAT) to ensure new features seamlessly align with business goals.
- Content Governance: Author and enforce strict content guidelines to maintain absolute alignment with brand image, tone of voice, grammar patterns, formatting, and image specifications.
- Knowledge Transfer: Maintain and scale the Sitecore handbook, conducting periodic, high-impact training and onboarding sessions for global business users.
- Localization Management: Oversee translation vendors and streamline multi-language support workflows to ensure timely, high-quality global content deployment.
Key Requirements & Qualifications
- Technical Expertise: Proven experience navigating Enterprise Content Management Systems (Sitecore experience is highly advantageous).
- Agile Framework Experience: Solid understanding of Agile/Scrum methodologies and hands-on experience using modern project management tools to track deliverables.
- AI & Tech Literacy: Experience utilizing AI productivity tools for content drafting, optimization, or process acceleration is highly valued.
- Linguistic Capabilities: Professional proficiency in written and spoken Mandarin to effectively communicate and collaborate with regional stakeholders.
- Detail-Oriented & Tech-Savvy: Exceptional eye for detail with a natural aptitude for adopting and mastering new digital tools and systems.
- Agility & Drive: Outstanding ability to prioritize tasks, multi-task, and maintain high delivery standards across multiple concurrent projects in a fast-paced, dynamic environment.
- Analytical Problem Solver: A sharp, collaborative thinker who doesn't just identify roadblocks, but actively presents solutions and makes sound operational decisions.
- Cultural Fit & Communication: Excellent interpersonal skills with high emotional intelligence; a collaborative team player who communicates transparently and constructively.
- Global Mindset: Willingness to occasionally work outside standard office hours to support our global properties and international teams.
- Growth Mindset: A passion for continuous improvement—constantly seeking ways to optimize workflows, systems, and team deliverables.
- Diploma/Degree holder, preferably with at least 2 year of experience in digital content management.
- Open to Malaysians only
