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Customer Communications Manager

Location: Toronto, ON, Canada
Date Posted:
Category: Marketing

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About the Role: The Customer Communications Manager is responsible for leading the development and execution of global customer communications, loyalty programs, and related operational strategies to enhance user adoption, engagement, and growth.  
This role will define our approach to a unified customer communication framework, ensuring a seamless and integrated experience in collaboration with cross-functional team members. You will gain an in-depth knowledge of our product and its value proposition to customers, using this understanding to craft customer-centric user journeys and activation campaigns across platforms and audiences.  Customer database ownership will be a key focus of this role.  You will drive governance and become an expert in our users, diving deep into the data to get at the core of their needs. 
Strong candidates will have a proven track record in delivering integrated company-wide customer communications for B2B SaaS in a high-growth business environment.  This role will report to the VP of Corporate Marketing. 
Key Responsibilities: 
  • Develop and oversee a unified customer communication strategy across departments (Product, Education, Marketing, CX, UX, Client Success), enhancing customer experience and driving product engagement. 
  • Implement and manage centralized self-serve lifecycle management for efficiency and growth in our customer segment. 
  • Design and execute outreach campaigns to drive customer engagement and revenue post-sale (cross-sell, upsell). 
  • Partner with CS, Education, Marketing, and Product to develop customer segmentation, personas, and content strategies, optimizing campaign engagement and deliverability. 
  • Manage and cleanse customer data, ensuring its accuracy and usability for targeted communications and strategic decision-making. 
  • Create and maintain workflows and global guidelines for campaigns, adaptable across all global sales regions. 
  • Develop the current tech stack for optimal data integration, campaign execution, and performance analysis, creating business cases to support investments. 
  • Develop KPIs to report successes, identify opportunities, and address issues promptly. 
  • Proven success in increasing customer lifetime value and managing high-performing teams in a SaaS environment. 
  • 3-5  years of experience in customer communications and data management, with a focus on strategy and hands-on implementation. 
  • Effective project management experience in a complex, global organization. 
  • Strong ability in developing global strategies with localization for an international customer base across the Americas, EMEA, and APAC. 
  • Excellent communication skills, able to articulate concepts clearly and concisely to senior management. 
  • Enthusiasm for a dynamic, fast-paced work environment. 
  • Bachelor's Degree in Marketing or related fields; customer-centric, client-facing experience is a plus. 
  • Collaborative, creative, impactful, and resourceful, with a high level of attention to detail. 
This role represents a unique opportunity to shape customer communications at Meltwater, leveraging both strategic vision and operational expertise, with a new focus on data ownership and cleansing to drive customer growth and satisfaction. 
Pay and Benefits: 
  • Competitive compensation - Base Salary for this position: $100k USD per year before bonuses. The company also offers for this position discretionary bonuses subject to the terms of the applicable bonus plan.
  • Comprehensive Paid Time Off & generous paid & unpaid leave policies
  • Excellent medical, dental, and vision options
  • 401(k) matching, life insurance, commuter benefits, and parental leave plans
  • Collaborative, transparent and fun loving office culture
  • Accelerated professional development and growth programs