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For Companies At a Glance
- Tasks: Manage customer communications and ensure engagement during product changes and crises.
- Company: Dynamic company focused on innovation and customer satisfaction.
- Benefits: Inclusive work environment, opportunities for growth, and a supportive team culture.
- Why this job: Make a real impact by enhancing customer experience and managing reputation.
- Qualifications: 3+ years in communications, excellent writing skills, and crisis management experience.
- Other info: Join a diverse team that values different perspectives and fosters creativity.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for an experienced and strategically minded Customer Communications Specialist to own all external communication channels directed at our existing customer base. This role is crucial for ensuring customers are informed, engaged, and reassured, particularly during product changes, service disruptions, and potential reputation issues. A deep appreciation for the unique factors driving the commodities sector is highly desirable.
What you'll do
- Reputation & Crisis Management
- Strategy Development: Develop, maintain, and regularly test the company's Crisis Communications Playbook specifically for customer-facing incidents (e.g., outages, security breaches, significant market events).
- Execution: Act as the primary communications responder during an active crisis, drafting and rapidly deploying transparent, empathetic, and factual communications to mitigate negative customer sentiment and minimise churn.
- Reputation Management: Monitor customer sentiment across support channels and public forums to identify potential reputation risks and proactively address negative feedback before it escalates.
- Product & Service Communications
- Change Management: Lead the strategy, creation, and distribution of all communications related to product updates, feature releases, system maintenance, pricing changes, and service sunsetting.
- Proactive Information: Ensure customers receive timely, clear, and audience-appropriate messaging across various channels (email, in-app messages, landing pages).
- Internal Alignment: Serve as the core liaison between Marketing, Product, Engineering, and Customer Success to translate technical changes into compelling, understandable customer benefits and actionable steps.
- Communications Strategy & Tools
- Audience Segmentation: Develop advanced customer segmentation strategies to ensure communications are highly targeted and relevant to the recipient's usage and market segment.
- Tool Management: Own and administer our key communications platforms, ensuring optimal performance, data hygiene, and integration with the wider tech stack.
- Performance Measurement: Define key communication KPIs (e.g., open rates, click-through rates, adoption rates, churn reduction impact) and provide regular reporting to leadership.
- Industry Knowledge (Highly Desirable)
- Market Context: Ideally, possess an understanding of the commodities markets to ensure communications are sensitive to the commercial environment our customers operate in.
- Credibility: Ensure all messaging reflects a sophisticated understanding of market impact and maintains the company's credibility as a reliable partner.
About you
- Communications Excellence: Exceptional written and verbal communication skills, with a proven ability to distill complex, technical topics into clear, concise, and customer-friendly language. Superior English language skills required.
- Experience: 3+ years of dedicated experience in a Customer Communications, Product Marketing, or PR role, preferably within a B2B SaaS, FinTech, or Energy/Commodities/Logistics environment.
- Crisis Comms: Proven, hands-on experience managing and executing communications during at least one significant corporate or service crisis.
- Project Management: Excellent organisational skills, with the ability to manage multiple complex communication workstreams simultaneously under tight deadlines.
- Technical & Platform Proficiency
- Essential: Proven, in-depth experience administering and executing campaigns using at least two of the following platforms: HubSpot, Customer.io, Intercom.
- Data Literacy: Competence in using CRM data (e.g., Salesforce) and analytics to inform communication timing and strategy.
We are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then you’ve found your ideal destination. Are you ready to embark on this exciting journey with us?
Our People Pledge
Don’t meet every single requirement? Research shows that women and people of colour are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.
Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.
By applying, I confirm that I have read and accept the Staff Privacy Notice. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Customer Communications Specialist in City of London employer: Kpler
Contact Detail:
Kpler Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Communications Specialist in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on social media. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially in the commodities sector. This will help you tailor your responses and show that you're genuinely interested in the role.
✨Tip Number 3
Practice your communication skills! As a Customer Communications Specialist, you'll need to convey complex information clearly. Try mock interviews with friends or use online platforms to refine your delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and ready to make an impact.
We think you need these skills to ace Customer Communications Specialist in City of London
Some tips for your application 🫡
Show Off Your Communication Skills: As a Customer Communications Specialist, your writing needs to shine! Make sure your application showcases your ability to distill complex ideas into clear, engaging language. Use examples from your past experiences to highlight how you've effectively communicated with customers.
Tailor Your Application: We want to see how you fit into our world! Customise your CV and cover letter to reflect the specific skills and experiences that align with the role. Mention your understanding of the commodities sector and how it relates to customer communications.
Be Transparent and Authentic: In your application, don’t shy away from sharing your genuine self. We value authenticity, so let us know about your passion for customer satisfaction and any relevant experiences that demonstrate your crisis communication skills.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Kpler
✨Know Your Audience
Before the interview, research the company’s customer base and their communication preferences. Understanding who you’ll be communicating with will help you tailor your responses and demonstrate your ability to connect with different segments.
✨Showcase Your Crisis Management Skills
Be prepared to discuss specific examples of how you've handled crisis communications in the past. Highlight your ability to draft clear, empathetic messages under pressure, as this role requires quick thinking and effective communication during challenging situations.
✨Demonstrate Technical Proficiency
Familiarise yourself with the communication platforms mentioned in the job description, like HubSpot or Intercom. If you have experience with these tools, be ready to share how you’ve used them to enhance customer engagement and measure communication effectiveness.
✨Communicate Clearly and Concisely
Practice distilling complex information into simple, customer-friendly language. During the interview, aim to communicate your thoughts clearly and concisely, showcasing your exceptional written and verbal communication skills that are crucial for this role.
