Remote Customer Communications Manager

Summary

Join Collective's team and redefine the way businesses-of-one work by taking care of everything from business incorporation to accounting, bookkeeping, tax services, and access to a thriving community. As the Customer Communications Manager, you will manage scaled communications experience for customers, develop messaging strategies, and champion the brand voice across customer-facing teams.

Requirements

• 4+ years of email marketing experience
• Experience working with enterprise email marketing systems such as SalesForce Marketing Cloud, Oracle Eloqua, or Adobe Marketo
• Knowledge of email marketing compliance rules. You know the difference between a transactional and a commercial email but are comfortable managing both
• Project management experience. You know how to shepherd projects from conception to completion, and document and take action on results
• A customer-first mindset. You know your audience inside and out and leverage data to deepen your understanding
• Strong written communication skills. You’re just as comfortable writing emails and SMS messages as you are writing for other teams you work with

Responsibilities

• Develop messaging, communication and cohorting strategies, in partnership with Customer Service and Product Marketing teams
• Write, edit, and build email messages for customers, including transactional and commercial content to ensure the right customers get the right messages at the right time
• Support the Customer Service and Growth teams with managing 1:Many communications, including newsletters, SMS, community messaging, and direct mail, during peak messaging periods (i.e., monthly bookkeeping and annual tax return filing periods)
• Manage the customer communications calendar to ensure the right customers get the right message at the right time while balancing requests from different teams across the organization
• Partner with the Customer Service and Product Marketing teams to create messaging guidelines for major campaigns. Serve as support for customer-facing teams to develop response templates and perform quality control audits to ensure alignment with brand voice
• Develop benchmarks, and monitor and analyze performance to make recommendations on new opportunities and improvements to Collective’s customer communication and education strategies

Benefits

• Compensation Range: $117,000 - $143,000 annual base salary
• A diverse and collaborative team culture
• Stock options package
• 14 company holidays + flex PTO
• 401K
• Employer paid Health, Vision and Dental Insurance
• 100% coverage for employees
• 75% coverage for dependents
• PC or Mac laptop + $750 Home office stipend
• Generous paid parental leave
• Fertility benefits, up to $8k
• $600 wellness bonus