Communications Manager
Overview
The Communications Manager is responsible for managing all customer and member communications across the full customer lifecycle, ensuring communications are clear, consistent, engaging, and customer-focused while aligned with the company's brand and overall customer experience.
Requirements
- 3–5 years’ experience in communications, digital marketing, customer experience or a related field
- Relevant Degree or Diploma in Communications, Marketing/Digital Marketing, Public Relations, Customer Experience, Media Studies, Brand Management, or a related field
- Experience managing multi-channel/omni-channel communications
- Experience with Salesforce or another CRM/marketing automation platform
- Experience in content creation and social media
- Experience developing customer communication campaigns and journeys
- Experience working with customer service/customer experience teams
- Experience using data and analytics to measure communication performance
- Multilingual communication experience will be advantageous
Responsibilities
- Develop and manage customer communication strategies
- Manage communications across the customer journey, including onboarding, customer service, claims, upselling and upgrades
- Create and manage content for WhatsApp, email, SMS, websites, apps and social media
- Maintain the company's brand voice, tone and communication standards
- Develop customer-focused digital content and campaigns
- Manage multilingual communications where required
- Create and manage automated customer communications using Salesforce or another CRM/marketing automation platform
- Monitor communication performance and customer engagement
- Use customer feedback and data to improve communications and the customer experience
- Identify opportunities to improve customer engagement, retention, product adoption, upselling and upgrades
- Work closely with Marketing, Customer Service, Operations, Sales and other relevant teams
- Ensure all communication is accurate, professional and customer-focused
How to apply
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