Senior Customer Communications Manager

At Deputy, we empower businesses to build thriving workplaces - ones where staff are engaged, customers are served well, businesses are legally compliant, and companies’ profits thrive. Our reach extends across 100+ countries worldwide, serving more than 330,000 workplaces. 

Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed $100m in annual recurring revenue. We've helped millions of workers across industries and aim to empower 80% of the global workforce. If you're passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!

Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

This Role

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 establishing 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

• Communication Strategy
• 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.




• Communication Calendar 
• Own and maintain the customer communications calendar, ensuring timely delivery of messages and campaigns to different customer segments.




• Content Creation
• 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.




• Data Analysis and Reporting
• Assist in tracking and analyzing customer engagement metrics, gathering insights, and making data-driven recommendations for improvements.
• Prepare regular reports on communication campaign performance.




• Cross-Functional Collaboration
• 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.




• Crisis Communication
• Assist in developing and implementing crisis communication plans to address customer concerns or issues promptly and effectively.




• Compliance and Legal Requirements
• Ensure that all customer communications adhere to relevant legal and regulatory requirements.




• Segmentation and Personalization
• Utilize customer data and segmentation techniques to tailor communications to specific customer groups for maximum relevance and impact.




• A/B Testing
• Conduct A/B tests to optimize communication performance and continuously improve engagement metrics.




• Continuous Improvement
• 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 - $128,000.

For candidates based outside San Francisco Bay Area or New York City, the pay range for this position is $86,000 - $99,000.

Employee Perks

- Ownership in the company via Share Options

- Company match 401k plan

- Comprehensive health benefits

- Commuter reimbursement program

- Flexible remote-first work policy

- Company wide development and coaching

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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