Deputy is hiring a
Senior Customer Communications Manager

Summary

The job description is for a Customer Communications Manager at Deputy, a global SaaS workforce management company. The role involves creating and executing a customer communication strategy, managing the communications calendar, content creation, data analysis, cross-functional collaboration, crisis communication, compliance, segmentation, A/B testing, and continuous improvement.

Requirements

• Bachelor's degree in Communications, Marketing, or a related field
• Proven experience (3-5+ years) in customer communications or a related role
• Experience with Customer.io , Marketo, or other CRM tool
• Strong leadership and team management skills
• Exceptional written and verbal communication abilities
• Proficiency in data analysis and reporting tools
• Excellent project management and organizational skills
• Ability to work collaboratively in a fast-paced environment
• Strong attention to detail and a commitment to quality

Responsibilities

• Establish internal processes and best practices as the foundation for customer comms at Deputy
• Develop and execute a comprehensive customer communication strategy that aligns with the company's goals and values
• Help identify target audiences, objectives, and key performance indicators (KPIs) for communication initiatives
• Cultivates brand advocates among our customer base by developing communication strategies that foster a sense of community and loyalty
• Own and maintain the customer communications calendar, ensuring timely delivery of messages and campaigns to different customer segments
• Create engaging and informative customer communications materials, including email campaigns, newsletters, social media content, and more
• Ensure all content is aligned with the Deputy’s brand voice and messaging
• Assist in tracking and analyzing customer engagement metrics, gathering insights, and making data-driven recommendations for improvements
• Prepare regular reports on communication campaign performance
• Collaboration is key. You will collaborate closely with cross-functional teams, including marketing, sales, product, and the customer org to ensure a compelling and customer-centric approach to communication
• Assist in developing and implementing crisis communication plans to address customer concerns or issues promptly and effectively
• Ensure that all customer communications adhere to relevant legal and regulatory requirements
• Utilize customer data and segmentation techniques to tailor communications to specific customer groups for maximum relevance and impact
• Conduct A/B tests to optimize communication performance and continuously improve engagement metrics
• Stay updated on industry best practices and emerging trends in customer communications to drive continuous improvement in processes and strategies