Customer Communications Manager

Juniper Education Group; United Kingdom; Remote; GBP 40,000 - 50,000; Full time

Job summary

Juniper Education is seeking a Customer Communications Manager to lead engagement strategies for educators. This remote role involves developing impactful communication across multiple channels, aiming to enhance loyalty and support the educational community. The candidate should have experience in education and SaaS, strategic communication skills, and a background in managing customer engagement effectively.

Benefits

Enhanced annual leave entitlement

Opportunity to purchase additional leave

Access to 24/7 GP services

Cycle to work scheme

Enhanced maternity & adoption pay

Funded development opportunities

Voluntary private medical insurance

Qualifications

• 2+ years of experience managing customer communications in a SaaS environment.
• Experience in education management (teaching or administration) is essential.
• Strong skills in A/B testing and performance analysis.

Responsibilities

• Develop multi-channel communication strategies to enhance customer engagement.
• Collaborate with internal teams to optimize customer touchpoints.
• Measure the impact of communication strategies and refine based on analytics.

Skills

Communication

Customer Engagement

Content Marketing

Data Analysis

Collaboration

Tools

HubSpot

Zendesk

Gainsight

SugarCRM

Job description

Job Title | Customer Communications Manager

Location | Remote - UK Based

Salary | Up To £50,000 PerAnnum

Hours | Full-Time (Monday-Friday)

Welcome to Juniper Education, where our mission is to champion educators, empowering them to shape the future generations. We're more than just a support system; we're the driving force that propels schools and Academy Trusts to new heights. With our proven school education management systems and services, we address a spectrum of needs, ensuring excellence in education. In the education and tech industry, your work directly influences the lives of students and educators. Whether you're developing cutting-edge educational technology, supporting school leadership teams directly or designing solutions to enhance the learning experience, you could make a lasting and positive impact on the future.

Our mission statement says it all: We look after you, so that you can look after our children.

Dedicated to our core values, we are committed to:

Empowerment: Equipping everyone with the tools, intelligence, connections, and freedom to make informed decisions, recognised and respected by all.

Purpose: Supporting everyone to reach their highest potential, thereby enabling all children to achieve theirs.

Passion: Because we love what you do, you’re at the heart of everything we do.

Innovation: Delivering meaningful solutions with expertise and creative thinking to influence the ever-changing world of education.

Collaboration: The cornerstone of our success as it enables us to collectively harness diverse perspectives and strengths, ensuring that together, we achieve more than we could ever do alone. Every voice counts!

About the Role:
Do you have a passion for education and a talent for strategic communication? We're looking for a Customer Communications Manager to lead and evolve our customer engagement efforts. You'll join our Marketing team at a pivotal time, driving customer loyalty, product adoption, and community building through impactful multi-channel campaigns.

This role is ideal for someone who’s previously worked in education and can now bring that experience to the world of SaaS or services.

Key Responsibilities:

• Develop & deliver customer communication strategies across email, social media, in-product messaging, webinars, events and more.
• Map and optimise customer touchpoints throughout the lifecycle—from onboarding to renewal.
  
• Define communications through deep understanding of ICP requirements.
  
• Collaborate heavily with Customer Success to define retention and proposition activities.
  
• Build a vibrant community of educators that strengthens brand loyalty and advocacy.
  
• Craft engaging content tailored to different customer segments.
  
• Collaborate cross-functionally with Product, Support, RevOps, and Customer Success to align messaging.
  
• Leverage platforms like HubSpot, Zendesk, and Userflow to streamline communication workflows.
  
• Measure impact using key KPIs (e.g. open rates, NPS, churn) and continuously refine through A/B testing and performance analysis.
  
• Manage reactive comms, ensuring clarity and trust during service updates, outages, or security incidents.
  
• Champion data-led decisions, working with internal teams to ensure customer data accuracy and compliance (e.g. GDPR)

Requirements:

• Experience in education (teaching, SLT, MAT leadership)

• 2+ years at a senior level managing customer communications in a SaaS or service-driven business, and/or, 2+ years experience owning school communications at a senior level.

• A school-first mindset with a clear understanding of communication across the customer journey.

• Experience with automated communications, personalised messaging, and content marketing.

• Proven experience in building and delivering multi-channel customer communications strategies in a complex organisation that reduce churn and increase advocacy.

• Proficiency with CRM and communication platforms (e.g. Gainsight, HubSpot, Zendesk, SugarCRM)

• Excellent written and verbal communication with high attention to detail and grammar.

• Strong skills in A/B testing, analytics, and using insights to drive continuous improvement.

• Ability to present confidently and influence senior stakeholders.

• A team player with a positive, proactive, and pragmatic approach.

• Desirable: knowledge of AI tools and implementation strategies in communications.

Juniper Education Benefits:

Day 1 right to company sick pay

Enhanced annual leave entitlement

Opportunity to purchase additional leave

Entitlement to carry over leave to next entitlement year

Day 1 access to 24/7 GP & prescription services

Day 1 access to rewards platform

Cycle to work scheme

Enhanced maternity & adoption pay

Day 1 access to employee assistance platform

Funded development/Qualification opportunities

Voluntary health care cash plan

Voluntary private medical insurance

Plus more!

It is the business expectation this role is being offered on a full time basis to ensure we maintain quality, achieve performance goals, and effectively meet customer demands.

Please note that we are unable to provide visa sponsorship at the moment