Customer Communications Lead

Responsibilities

• Own our communications register, the definitive record of every message we send, who receives it, why it exists, who owns it, when it fires and how success is measured.
• Govern communications across teams and channels. Set and enforce the rules for frequency caps, suppression, priority, eligibility and exit criteria centrally, rather than one campaign at a time.
• Arbitrate competing sends, deciding which message reaches a customer at a contested moment and documenting the rationale.
• Design and run the A/B testing programme across content, maintaining a test register so experiments never collide on the same audience.
• Define the KPI for every message and work with data and engineering to close the gaps where performance cannot currently be read.
• Convert experiment results into a documented set of content standards for brand and content teams to apply at scale.
• Partner with data science on the automated decisioning engine, supplying the outcome data, guardrails and business rules it requires.
• Chair a regular planning forum where teams submit intended sends and leave with clear approvals, deferrals and rejections.

Requirements

• Minimum 3 to 5 years in CRM operations, lifecycle marketing, marketing automation or campaign management, preferably within technology or consumer internet. Experience governing message volume across multiple internal stakeholders is essential.
• Hands-on experience with a customer engagement platform such as CleverTap, Braze, Iterable or Salesforce Marketing Cloud, including segmentation, frequency capping, suppression and holdout groups.
• Working knowledge of experimentation: sample sizing, control design, significance, and the discipline not to read a result early. Proficiency in SQL is a significant plus.
• Experience in handling operational and crisis communications with clear escalation rules.
• Experience managing multilingual and multi-market customer communications is preferred
• Demonstrated ability to write a data specification and hold a credible technical conversation with data and engineering teams.
• Proven experience operating across cross-functional teams and managing competing priorities without formal authority.
• Effective written and verbal communication, with the ability to explain a decision clearly to the team it went against.

What We Offer

• An opportunity to collaborate with talented individuals while learning, growing, and expanding your skill set.
• An environment that encourages you to take ownership and produce excellent outcomes every day.
• Health benefits and insurance.
• Flexible working hours.

Company Culture