Head of Incident Response & Customer Communications

Cvent; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

Cvent, Inc. is seeking an Incident Response Manager in Greater London to lead customer-facing incident communications and coordinate cross-functional responses.

You will align with Client Services, Technology, Legal, Sales, Information Security, Finance and Operations to resolve incidents efficiently and strengthen controls. The role emphasizes clear communication with executives, rapid yet accurate decision-making, and continuous improvement of incident handling processes in a fast-paced

Qualifications

• Bachelor’s degree or equivalent experience.
• Proven experience in incident response or crisis management.
• Excellent written and verbal communication with leadership.
• Ability to translate technical issues for non-technical audiences.
• Experience coordinating cross-functional teams.

Responsibilities

• Own the customer facing communication workstream for incidents, including templates and delivery across channels.
• Develop and improve incident response processes in line with policy and best practices.
• Lead cross-functional incident response projects and coordinate teams.
• Bridge technical, legal, and business units to drive fast, appropriate resolutions.
• Conduct root cause analyses and define corrective actions.
• Communicate incident status, impact, and plans to stakeholders.

Skills

Incident response

Crisis management

Project management

Communication

Stakeholder management

Cross-functional collaboration

Education

Bachelor’s degree or equivalent experience

Tools

Cvent platform

Job description

Cvent, Inc. is seeking an Incident Response Manager in Greater London to lead customer-facing incident communications and coordinate cross-functional responses.

You will align with Client Services, Technology, Legal, Sales, Information Security, Finance and Operations to resolve incidents efficiently and strengthen controls. The role emphasizes clear communication with executives, rapid yet accurate decision-making, and continuous improvement of incident handling processes in a fast-paced