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Customer Communications Manager

Deputy

Deputy

Marketing & Communications, Customer Service
San Francisco, CA, USA
Posted on Thursday, January 18, 2024
Deputy is a global leader in smart scheduling and workforce management. With more than 330,000 workplaces in over 100 countries using Deputy to streamline scheduling, communication, engagement, and onboarding for millions of shift workers, we empower businesses with the tools and insights to simplify compliance and build thriving workplaces in every community.
Our team, which sits across three continents, is driven by an empathy-first approach. We believe that our best work comes from putting our own employees’ experiences and the experiences of the managers, shift workers and business owners we support at the forefront of what we do.
At Deputy, we are passionate about our purpose. If you're ready to positively impact the future of work for the world’s 2.7 billion shift workers, we invite you to join our team.
We are seeking a highly motivated and experienced Customer Communications Manager to join our marketing team. As the customer comms owner, you'll be the creative force behind our customer communication strategy and own the end-to-end process for all communication with customers. This includes establishig internal processes and best practices for customer comms, managing the comms calendar, crafting compelling content, designing visually appealing emails, and overseeing the successful execution and delivery of multi-channel campaigns.
In this role, you’ll focus on crafting compelling communications to drive product utilization, customer happiness, and loyalty, while also creating a sense of community among the 1.5 million shift workers who use our platform every day. You'll collaborate seamlessly with cross-functional teams, ensuring that all campaigns are well-coordinated and aligned with our broader business objectives. Your ability to weave creative thinking with process, people and, collaboration will be critical to your success.

Key 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.

Qualifications

  • 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.
The pay range for this position takes into account multiple factors that are all considered to determine an individual candidate’s starting pay. These factors include but are not limited to: market factors, experience, technical and non-technical skills, education, certifications, and other business acumen. This range does not include any potential incentive programs, such as individual or organizational performance bonuses.
For candidates based in the San Francisco Bay Area or New York City, the pay range for this position is $111,000 - $119,040.
For candidates based outside San Francisco Bay Area or New York City, the pay range for this position is $86,000 - $92,070.
Employee Perks
- Employee Stock Ownership
- Competitive Compensation Packages
- 401k Company Match
- Comprehensive Health Benefits
- Commuter Reimbursement Program
- Flexible Work Schedule
Learn More About Deputy
Customer Reviews - GetApp and G2Crowd
Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.
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