Manager, Customer Communications
Accountabilities: Develop customer-facing content: Create clear, engaging, and actionable copy for letters, emails, websites, landing pages, videos, digital campaigns, scripts, chatbots, and other communication channels.
Execute communication strategy: Develop and deliver customer communication strategies aligned with brand voice, business priorities, customer experience objectives, engagement goals, and self-service initiatives.
Ensure communication quality: Review and approve customer communications for clarity, tone, accuracy, compliance, consistency, and alignment with established brand and style standards.
Strengthen consistency across channels: Identify opportunities to refine existing content and ensure a unified voice, tone, style, and customer experience across all customer-facing touchpoints.
Improve personalization: Partner with business teams to tailor communications to different customer needs, audiences, journeys, and business objectives.
Use customer insights: Analyze customer feedback, engagement data, and communication performance to identify opportunities to improve clarity, organization, tone, and effectiveness.
Manage cross-functional collaboration: Build strong relationships with stakeholders, subject-matter experts, agency partners, and business leaders to develop, review, and finalize communications efficiently.
Maintain communication standards: Develop and maintain templates, content guidelines, and style resources in partnership with brand, legal, and compliance teams.
Support enterprise initiatives: Work with Customer Operations, Digital & Web, Investor Services, Loan Originations, Corporate Communications, Legal/Compliance, Client Relations, and other functions to ensure messaging supports operational and strategic priorities.
Manage multiple priorities: Coordinate several communication projects simultaneously, navigate feedback and approvals, and deliver polished work within demanding timelines.
Promote customer understanding: Translate technical, operational, financial, or regulatory information into straightforward content that supports informed customer decisions and long-term relationships.
Support testing and optimization: Apply email best practices, A/B testing, engagement insights, and other performance indicators to continuously improve customer communications.
Requirements:
Bachelor’s degree in Marketing, Communications, Business, or a related field, or equivalent relevant experience.
5+ years of experience in digital marketing and communications, with progressively increasing responsibility.
At least 3 years of professional writing experience , particularly in customer communications, marketing content, technical writing, or a similar discipline.
Experience developing customer-facing content across multiple formats, including emails, letters, websites, chatbots, landing pages, scripts, and digital campaigns .
Strong understanding of email communication best practices , including experience with email marketing platforms such as Act-On and A/B testing.
Experience developing communication strategies within large, complex organizations and coordinating content across multiple business functions.
Strong ability to translate complex technical, operational, financial, or regulatory information into concise, accessible customer-facing messaging.
Demonstrated ability to write effectively in different voices, tones, formats, and styles for varied audiences.
Strong organizational and time-management skills, with the ability to manage multiple projects, deadlines, reviews, and approvals without sacrificing quality.
Comfortable navigating cross-functional workflows, incorporating stakeholder feedback, and securing timely sign-off from relevant teams.
Excellent writing, editing, communication, relationship-building, and stakeholder-management skills.
An analytical mindset with the ability to use customer feedback, engagement data, and performance insights to improve communication effectiveness.
Experience in financial services, mortgage, or related industries is strongly preferred.
Leadership experience is preferred, particularly within communications, marketing, financial services, or customer experience environments.
Ability to pass required background screening and, where applicable, additional client-specific or federal/state licensing requirements.
Benefits:
Competitive salary: Expected annual compensation of $110,000–$130,000 , depending on geographic location, experience, and qualifications.
Eligibility for an annual performance-based bonus , subject to applicable plan terms.
Medical, dental, and vision insurance .
Up to a 3% 401(k) contribution match .
Generous paid time off .
Company-paid life, accident, and disability insurance .
Programs supporting mental, physical, and financial wellness .
Full-time remote work opportunity in the United States.
Opportunity to work on high-impact customer communication initiatives across a complex financial services environment.
Extensive cross-functional exposure across customer operations, digital, marketing, legal, compliance, and other business functions.
A collaborative environment focused on customer experience, continuous improvement, and professional growth.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
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