Customer Communications Specialist, Kpler
More information about location
Real-time trade intelligence tools for global markets
Be an early applicant
Real-time trade intelligence tools for global markets
501-1000 employees
Be an early applicant
More information about location
501-1000 employees
Company mission
To facilitate efficient and sustainable trade through the provision of state-of-the art, technology-led data, analytics and market insight.
Role
Who you are
- A deep appreciation for the unique factors driving the commodities sector is highly desirable
- Communications Excellence: Exceptional written and verbal communication skills, with a proven ability to distill complex, technical topics into clear, concise, and customer-friendly language. Superior English language skills required
- Experience: 3+ years of dedicated experience in a Customer Communications, Product Marketing, or PR role, preferably within a B2B SaaS, FinTech, or Energy/Commodities/Logistics environment
- Crisis Comms: Proven, hands-on experience managing and executing communications during at least one significant corporate or service crisis
- Project Management: Excellent organisational skills, with the ability to manage multiple complex communication workstreams simultaneously under tight deadlines
- Essential: Proven, in-depth experience administering and executing campaigns using at least two of the following platforms: HubSpot, Customer.io, Intercom
- Data Literacy: Competence in using CRM data (e.g., Salesforce) and analytics to inform communication timing and strategy
- Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you!
What the job involves
- We are looking for an experienced and strategically minded Customer Communications Specialist to own all external communication channels directed at our existing customer base
- This role is crucial for ensuring customers are informed, engaged, and reassured, particularly during product changes, service disruptions, and potential reputation issues
- Strategy Development: Develop, maintain, and regularly test the company's Crisis Communications Playbook specifically for customer-facing incidents (e.g., outages, security breaches, significant market events)
- Execution: Act as the primary communications responder during an active crisis, drafting and rapidly deploying transparent, empathetic, and factual communications to mitigate negative customer sentiment and minimise churn
- Reputation Management: Monitor customer sentiment across support channels and public forums to identify potential reputation risks and proactively address negative feedback before it escalates
- Change Management: Lead the strategy, creation, and distribution of all communications related to product updates, feature releases, system maintenance, pricing changes, and service sunsetting
- Proactive Information: Ensure customers receive timely, clear, and audience-appropriate messaging across various channels (email, in-app messages, landing pages)
- Internal Alignment: Serve as the core liaison between Marketing, Product, Engineering, and Customer Success to translate technical changes into compelling, understandable customer benefits and actionable steps
- Audience Segmentation: Develop advanced customer segmentation strategies to ensure communications are highly targeted and relevant to the recipient's usage and market segment
- Tool Management: Own and administer our key communications platforms, ensuring optimal performance, data hygiene, and integration with the wider tech stack
- Performance Measurement: Define key communication KPIs (e.g., open rates, click-through rates, adoption rates, churn reduction impact) and provide regular reporting to leadership
- Industry Knowledge (Highly Desirable):
- Market Context: Ideally, possess an understanding of the commodities markets to ensure communications are sensitive to the commercial environment our customers operate in
- Credibility: Ensure all messaging reflects a sophisticated understanding of market impact and maintains the company's credibility as a reliable partner
Salary benchmarks
Our take
Even as more and more industries digitise, processes in legacy industries such as trade remain relatively archaic – with commodity markets running on incomplete, dispersed and sometimes inaccurate information. Kpler, founded in 2014, brings data technology to trade, in order to make the space more efficient and sustainable.
Kpler is the leader in its field, claiming ten times the revenue and commercial footprint of its nearest competitor. The company supplies real-time, transparent data on commodity markets, as well as actionable insights for those acting in the industry. Partnerships with leading data providers and analytics firms have bolstered Kpler’s offerings to cover a range of markets across the trading space, cementing its leadership as a provider of commodity market data.
On top of this, the company has secured massive funding for its continued expansion, received atop already impressive growth and between 2022 and 2023, acquired five companies. The investment is being used to make more smart acquisitions, of note within the growing maritime analytics and logistics market, hire talent, and accelerate development to ensure it remains at the forefront of its field.
Steph
Company Specialist at Welcome to the Jungle
Insights
92% employee growth in 12 months
Company
Funding (1 round)
Apr 2022
$220m
GROWTH EQUITY VC
Total funding: $220m
Company benefits
- Hybrid working environment: Work in office spaces at central locations, sponsored co-working hubs or in a full-remote set-up.
- WFH monthly allowance: We provide top of the range office equipment along with a set-up budget for whatever you need. Along with a monthly allowance for electricity and wi-fi.
- Health insurance coverage: We offer health insurance coverage for employees to ensure you are always safe and healthy.
- Time-off when you need it: Global maternity, parental, medical, festivals, and compassionate leave policies aligned to the contemporary needs of the family, and individual choices.
- Regular outings and social events: We hold regular events (online and on-site) for staff to socialise and interact with each other in the team.
Company HQ
Etterbeek, Brussels
Leadership
Jean Maynier
(Co-Founder & CTO)Non-Executive Director at Spark Commodities. Co-founder and former CEO of eCO2Market. Previously a System Adviser at CDPQ, with experience as a Business Analyst.
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