Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead global communication strategies to enhance merchant support experiences.
- Company: Join SumUp, a dynamic company empowering small business owners worldwide.
- Benefits: Enjoy 28 days of paid leave, equity options, and a vibrant office environment.
- Why this job: Make a real impact on how millions of merchants connect with our services.
- Qualifications: 4+ years in Product Marketing or Customer Experience with strong communication skills.
- Other info: Be part of a diverse team in a historic yet modern London office.
The predicted salary is between 36000 - 60000 ÂŁ 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.
Team Description
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.
What You’ll Do ✨
- 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.
- Lead communication design for in-product support experiences (AI Assistant, Support Tab, notifications, deflection flows).
- 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
Customer Communications Programme Manager in London employer: SumUp
Contact Detail:
SumUp Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Communications Programme Manager in London
✨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. We want you to show how your values align with SumUp’s mission of supporting small business owners.
✨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 seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Customer Communications Programme Manager in London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your passion for helping small businesses shine through. We want to see how you connect with our mission and how your experience aligns with what we do at SumUp.
Tailor Your Message: Make sure to customise your application for the Customer Communications Programme Manager role. Highlight your relevant experience in product marketing or customer experience, and don’t forget to mention any specific projects that showcase your skills in communication design.
Be Clear and Concise: We appreciate clarity! Use straightforward language and keep your sentences concise. This not only makes it easier for us to read but also reflects the clear communication style we value at SumUp.
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 shows you’re keen on joining our team!
How to prepare for a job interview at SumUp
✨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 Communications Programme Manager fits into that vision. This will help you tailor your responses and show that you're genuinely interested in their work.
✨Showcase Your Experience
Be ready to discuss your previous experience in product marketing or customer experience. Prepare specific examples of how you've designed communication strategies or improved customer journeys. Use metrics to demonstrate your impact, as this aligns with their focus on KPIs and measurable outcomes.
✨Communicate Clearly
Since the role involves defining tone-of-voice and messaging frameworks, practice articulating your thoughts clearly and concisely. During the interview, aim to convey complex ideas in a straightforward manner, just like you would when communicating with merchants.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, the tools they use for communication, and how they measure success. This not only shows your interest but also gives you a better understanding of how you can contribute to their goals and culture.
