Customer Communications Manager, Collective

• 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

Desirable

• The Customer Communications Manager is responsible for managing the scaled communications experience for customers, including supporting the Growth, Product Marketing, Sales, and Customer Service teams with messaging strategies
• This role will develop and execute messaging to members in partnership with functional leaders throughout the company, manage the customer communications calendar, and champion the brand voice across customer-facing teams
• Messaging and strategy: 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
• Scaled communications: 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)
• Communications calendar: 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
• Champion brand voice: 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
• Reporting and analysis: Develop benchmarks, and monitor and analyze performance to make recommendations on new opportunities and improvements to Collective’s customer communication and education strategies