Client Messaging & WhatsApp Lead

About the role

Amicorp is launching WhatsApp as a direct communication channel with more than 1,000 clients, covering client service conversations (reminders, document requests, questions about entities, funds and trusts) and marketing communications (regulatory updates, event invitations, service news). The Client Messaging & WhatsApp Lead owns the channel end to end, designing how it works, running it day to day and ensuring every conversation is fast, helpful, secure and compliant. The role works closely with Client Service teams, sales offices, Compliance, IT and Marketing.

Key responsibilities

• Define the WhatsApp channel strategy, use cases, client segments and goals, and write and maintain the WhatsApp playbook (scope, tone, response standards, escalation rules).
• Run the operating model for inbound conversations: triage, routing to the right client service team, response-time targets and escalation paths, and manage the shared inbox or agent workspace.
• Design service journeys such as compliance and KYC reminders, filing and renewal deadlines, invoice notifications, document requests via secure links and status updates.
• Plan and send marketing messages (regulatory updates, event and webinar invitations, service news) according to the marketing calendar, segment audiences and manage message frequency.
• Create and maintain approved message templates and coordinate WhatsApp campaigns with email and other digital channels.
• Design automated flows and chatbot journeys for common requests and FAQs, and evaluate AI-assisted features such as suggested replies, summaries and translation.
• Work with Compliance, Legal and Information Security on consent recording, message archiving, identity verification, keeping sensitive data off chat, fraud prevention and compliance with Meta's WhatsApp Business policies and data protection rules such as GDPR.
• Select and manage the WhatsApp Business Solution Provider and tools, integrate the platform with the CRM, and manage user access and roles.
• Train client service staff and sales offices, act as the WhatsApp expert for the Group, and report on performance metrics such as delivery/read rates, response times, opt-out rates and client satisfaction.

Required profile

• Bachelor's degree in Business, Communications, Marketing, Information Systems or a related field.
• 5-8 years of experience in client service operations, CRM, digital communications or conversational messaging, including at least 2 years running a messaging channel such as WhatsApp Business at scale.

Required skills

• Hands-on experience with the WhatsApp Business Platform (API), including template management, opt-in rules and automation.
• Experience setting up service operating models such as routing and escalation.