NAVER U.Hub is hiring: User Communications & Experience Manager in Los Angeles

Overview

• We seek a User Communications & Experience Manager to lead user communication, education, and support efforts, driving customer success and engagement.
• As the owner of the messaging experience throughout the app lifecycle, you will play a pivotal role in delivering content that helps users unlock and appreciate the full value of the BAND app.
• This role encompasses overseeing user communications, managing the user lifecycle, and enhancing customer support. It combines traditional user communication strategies with creating strategic product content to boost engagement and impact key app metrics, including retention, in-app conversions (e.g., transitioning members to group admins), and referrals. 

Key Responsibilities:

• Educational Content: Curate and produce content for BAND users, including feature guides, app tips, and educational content that enhances user experience.
• User Communications: Lead the creation of in-app messaging, email campaigns, social media posts, and blog content that keeps users informed, engaged, and excited about the app.
• Metrics Ownership: Track and optimize key performance metrics related to user communication, such as user retention, in-app conversions, and referral programs. 
• Lifecycle Communication: Identify key moments in the user journey to increase app usage and help users unlock the app's full potential (e.g., from member to group admin).
• Narrative Design: Shape the user experience by designing content flows that feel intuitive, inspiring, and seamless, ensuring each piece of communication feels like part of the bigger BAND story.
• Creative Production: Work with the content team to produce on-brand app promo videos, write text copy that inspires users, and ensure content is aesthetically pleasing, clear, and concise.
• Customer Satisfaction: Ensure an optimal user experience by identifying customer needs and promptly addressing their inquiries.
• User Research: Design and conduct user surveys and interviews  

Requirements:

• Super Communicator: You excel at empathetically, clearly, and creatively communicating complex ideas across diverse formats, including written content, video, and social media. You have a knack for speaking to users in a way that feels both engaging and personal, fostering connection and understanding.
• Doer, Executor, Experimenter: You’re someone who loves to take ownership, dive into execution, and experiment with new ideas. You can work autonomously, plan your own frameworks, and come up with your own logic, with minimum supervision.
• Creative Thinker with Attention to Detail: You understand the power of combining text and visuals to create inspiring content. You’re able to craft messages that are both short and sweet but leave a lasting impact.
• Aesthetically Driven: You have a keen eye for design and know how to create content that is both functional and visually appealing.
• Tech-Savvy: Comfortable working with communication tools (email platforms, social media, in-app content systems) and using data-driven insights to inform decisions.
• Passion for Growth: A natural curiosity and desire to learn. You're eager to improve the app’s performance and continuously optimize the user experience.
• Team Player: Flexible, well-rounded, and proactive, you are a collaborative team member who thrives on supporting Team BAND's overall goals and responsibilities, always ready to pitch in and contribute beyond your defined role.

Experience:

• 6+ years in communications, marketing, or content roles, with experience in digital marketing, content creation, or product content writing.
• Proven track record of creating engaging content across multiple channels (in-app, email, social media, blogs).
• Experience with in-app messaging and user engagement initiatives.
• Comfortable with data-driven insights and able to leverage them to optimize communication strategies.
• Previous work with product content, lifecycle communication, and customer success/support is a plus.