Senior Manager, Customer Communications (Fintech)

TL;DR

Senior Manager, Customer Communications (Fintech): Building and leading a new team to drive the communications approach and governance for Card and Embedded Finance products with an accent on lifecycle communication, governance standards, and process optimization. Focus on designing end-to-end customer journeys, standardizing communication frameworks, and leading cross-functional alignment between product and creative teams.

Location: London (Hybrid)

Company

A financial services company specializing in card and embedded finance products.

What you will do

• Lead a newly formed team responsible for customer communications development and optimization.
• Own the governance, best practices, and execution standards for customer communications across the business.
• Drive communication journeys for key areas such as customer statements and payments.
• Standardize communication processes and document refreshed policies and frameworks.
• Collaborate cross-functionally with Creative Studio, Commercial Analytics, and Salesforce teams to deliver customer impact.

Requirements

• Experience creating Customer Communications Strategies in a regulated environment.
• Proven track record of leading end-to-end creative development of customer communications.
• Strong analytical skills for metrics reporting and evidence-based decision-making.
• Experience leading and developing high-performing teams.
• Excellent stakeholder management and influencing skills.
• Must be based in London (Hybrid)

Nice to have

• Experience in financial services or other regulated industries.
• Knowledge of Consumer Duty governance.
• Proficiency with UserZoom or Salesforce Marketing Cloud.
• Experience using AI tools to improve efficiency and workflows.

Culture & Benefits

• Inclusive work environment that values diversity and equality.
• Commitment to reasonable adjustments for disabilities or caring responsibilities.
• Permanent full-time employment contract.
• Modern toolset incorporating AI and marketing automation.