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- Tasks: Lead global communication strategies to enhance customer experience for small business owners.
- Company: Join SumUp, a dynamic company empowering small businesses worldwide.
- Benefits: Enjoy generous time off, health cover, and a stake in the company's success.
- Why this job: Make a real impact on how millions of merchants connect with our support.
- Qualifications: 4+ years in marketing or customer experience roles with strong communication skills.
- Other info: Be part of a diverse team in a vibrant Covent Garden office.
The predicted salary is between 36000 - 60000 £ per year.
About SumUp
We believe in the everyday hero. Those who have the courage to follow their passion and who have the strength and determination to realise their dreams. Small business owners are at the heart of all we do, so we're creating powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a team-first attitude, our diverse teams across Europe, South America and the United States work together to ensure that small business owners can be successful doing what they love.
You’ll join Global Operations, a team focused on shaping how millions of merchants experience SumUp beyond the product — especially when they need support. This team sits at the intersection of Customer Experience, Product, AI, Automation, and Marketing, and plays a critical role in scaling high-quality, merchant-first support globally.
In this role, you’ll act as the strategic owner of how we communicate with merchants across our entire support ecosystem. From in-product messaging and AI-assisted journeys to proactive education and premium service models, your work will directly influence trust, satisfaction, and long-term loyalty at scale.
- Own and execute the global communication strategy across all support channels, ensuring a clear, consistent, and recognisable SumUp support voice.
- Define tone-of-voice and messaging frameworks adopted across global markets and teams.
- Optimise the channel mix (chat, email, phone, in-app, push, proactive messaging) to reduce friction and guide merchants to fast resolution.
- Build and scale proactive communication programs in partnership with CRM, Product, Marketing, and AI teams.
- Define support channel governance, including social support policies, SLAs, and escalation handling.
- Measure and improve impact through KPIs (engagement, deflection, resolution, CSAT/NPS), experimentation, and continuous feedback loops.
You’ll Be Great for This Role If 🙌
- You bring 4+ years of experience in Product Marketing, Product Management, Customer Experience, Service Design, CRM, or similar strategic roles.
- You’ve designed communication or lifecycle strategies across digital channels at scale.
- You can translate complex support journeys into clear, merchant-friendly messaging.
- You’re comfortable working with data and turning insights into actionable recommendations.
- You have excellent written and verbal communication skills, including defining tone-of-voice guidelines.
- You thrive in cross-functional environments, partnering closely with Product, Operations, Marketing, and Engineering.
Why You Should Join SumUp 💙
- Opportunity to work with a truly global, multicultural team from our central Covent Garden location, wrapped in historic charm and modern flair. This involves an office-first setup.
- Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced.
- Enrolment onto our VSOP program: you will own a stake in SumUp’s future success.
- Generous time off: enjoy 28 days of paid leave, plus bank holidays and special leaves.
- Health matters: Vitality health cover, including optical and dental.
- Life made easier: salary-sacrifice commuter benefits via Gogeta.
- Financial security: retirement scheme (SumUp matches 7% when you contribute 5%).
- Peace of mind: life insurance from MetLife for 2× your salary.
- Break4me: 1-month sabbatical after 3 years of service.
- Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team.
At SumUp, we’re on a mission to empower small businesses around the world with simple, affordable tools to help them start, run, and grow. More than 4 million merchants across 36 markets trust us as their financial partner — and we’re just getting started. SumUp is proud to be an Equal Employment Opportunity employer, committed to building a safe, respectful, and diverse workplace where everyone can thrive. We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.
Customer Experience & Communications Strategy Manager London, England, United Kingdom employer: SumUp Inc.
Contact Detail:
SumUp Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience & Communications Strategy Manager London, England, United Kingdom
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and think about how you can contribute to their mission of supporting small businesses.
✨Tip Number 3
Practice your communication skills! Since this role is all about clear messaging, make sure you can articulate your thoughts confidently and concisely during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Customer Experience & Communications Strategy Manager London, England, United Kingdom
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your passion for customer experience and communication shine through. We want to see how you connect with our mission of empowering small businesses, so share your story and why this role excites you!
Tailor Your Message: Make sure to customise your application to reflect the specific skills and experiences that align with the job description. Highlight your experience in product marketing or customer experience, and don’t forget to mention any relevant projects you've worked on!
Be Clear and Concise: We appreciate clarity! Use straightforward language and keep your application focused. Avoid jargon unless it’s relevant, and make sure your key points stand out. This will help us quickly see how you fit into our team.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at SumUp Inc.
✨Know Your Audience
Before the interview, take some time to research SumUp and its mission. Understand their focus on small business owners and how your role as a Customer Experience & Communications Strategy Manager fits into that vision. This will help you tailor your responses and show that you're genuinely interested in their work.
✨Showcase Your Strategic Thinking
Prepare examples from your past experience where you've successfully designed communication strategies or improved customer experiences. Be ready to discuss how you translated complex support journeys into clear messaging, as this is crucial for the role. Use metrics to back up your achievements!
✨Emphasise Collaboration Skills
Since the role involves working closely with cross-functional teams, be prepared to share instances where you've collaborated with Product, Marketing, or Engineering teams. Highlight how you navigated challenges and contributed to successful outcomes, showcasing your ability to thrive in a team-first environment.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about their current communication strategies or how they measure success in customer experience. This not only shows your interest but also gives you valuable insights into their operations and culture.
