Job Description

External Communication Channels & Content Management

• Manage and oversee the Bank’s digital communication channels, including Facebook, Instagram, TikTok, X, LINE OA, LINE Connect, and website content, ensuring consistent brand tone, messaging, and customer experience across all platforms.
• Plan and coordinate content calendars, media formats, and channel strategies in collaboration with internal stakeholders, creative teams, and external agencies to deliver timely and effective communication campaigns.
• Coordinate with advertising agencies and internal design teams to develop and publish content across digital platforms, including product and service communications, campaigns, corporate announcements, and customer engagement activities.
• Monitor customer engagement, social listening, public sentiment, and brand mentions across digital channels to identify emerging issues, reputational risks, and communication opportunities.
• Develop and maintain response guidelines, messaging frameworks, and response script templates for agencies and customer-facing teams to ensure appropriate, accurate, and consistent communication with customers across digital platforms.
• Monitor agency handling of customer inquiries and online interactions to ensure responses align with the Bank’s communication standards, tone of voice, and escalation procedures.
• Coordinate website and CMS content updates, ensuring content accuracy, timely publishing, user experience optimization, and alignment with brand guidelines.
• Track and analyze digital channel performance, engagement metrics, and campaign effectiveness, providing insights and recommendations to improve communication performance and audience engagement.

Internal Communication Channels & Engagement

• Produce and disseminate internal PR materials, including articles and news visuals, through channels such as e-newsletters, posters, intranet, internal Facebook groups, and executive messages to communicate the bank’s updates and support internal units in sharing communications across the organization.
• Organize internal activities with HR and related units to promote employee engagement and mutual understanding.