Manager, Customer Communications

Location: London, United Kingdom; hybrid work arrangement

Company

hirify.global is hiring for a newly created customer communications role within its Marketing & Communications team.

What you will do

• Lead key customer communication journeys, including monthly statements and payments, with end-to-end accountability for clarity, accuracy, consistency, and performance.
• Map customer journey hot spots and recommend improvements to customer experiences and engagement with products.
• Work with Customer Services, Product, Partnerships, Data Analytics, Legal, Brand, Creative, and Salesforce teams to deliver communications and customer journeys.
• Support campaign reporting and analyse performance using customer insights and data.
• Manage campaign budgets and approvals while contributing to an innovative, customer-focused Marketing & Communications culture.

Requirements

• Strong experience managing customer communications, including operational communications across multiple channels, customer journeys, and automated communications.
• Experience developing customer communications from initial brief and customer need through final delivery in collaboration with creative and cross-functional teams.
• Data-driven approach with experience tracking communication performance, interpreting key metrics, and demonstrating impact.
• Strong stakeholder management skills across Commercial, Data Analytics, Brand, Legal, Product, and Customer Services.
• Ability to work at pace and adapt to changing priorities, with enthusiasm for innovation, continuous improvement, and change.

Nice to have

• Interest in industry trends and challenger brands across credit, banking, and financial services.
• Experience in a regulated industry or another environment requiring strong governance, accuracy, and attention to detail.
• Hands-on experience with HTML and platforms such as Salesforce Marketing Cloud for building and optimising customer campaigns.
• Experience designing and delivering test-and-learn roadmaps using customer research or testing tools such as UserZoom.

Culture & Benefits

• Permanent, full-time employment.
• Hybrid work arrangement.
• Collaborative, innovative, and customer-focused Marketing & Communications culture.
• Inclusive workplace supporting diversity and reasonable adjustments for disabilities or caring responsibilities.