Senior Communications and Knowledge Management Specialist – Barcelona, Spain or Andover, Hampsh[...]

CloudPay has an exciting opportunity in a newly created role as Senior Communications and Knowledge Management Specialist. This role is created to drive the development and execution of our Communications strategy and support in the design and implementation of our Knowledge management strategy within the Customer Success organization. This role is critical to ensure seamless communication with our customers and service partners whilst creating the needed framework to enhance our customers’ experience.

You will have a strong background in communications, excellent writing and verbal skills and the ability to work collaboratively in a fast-paced environment. You will work closely with Customer Success subject matter experts and leaders, Product, Sales, and Payroll teams, with the aim to create, curate, and disseminate critical information that drives operational excellence and enhances customer experience.

Your main tasks will be crafting clear, impactful communication strategies, content, and tools to ensure our clients and internal stakeholders have the necessary resources to succeed.

This is an opportunity to join a rapidly growing, technology-enabled services company with an impressive roster of blue-chip customers – we’re disrupting the global payroll industry while achieving double-digit growth.

Daily Duties and Main Responsibilities will include:

• Develop and execute communication strategies for customer excellence campaigns, operational and regulatory updates, service changes, crisis communications.
• Create, curate and distribute clear, concise, and engaging communications through a variety of channels including email, in-platform/in-app and briefing packs for the Customer Success team.
• Collaborate with cross-functional teams, taking the lead to align messaging and ensure accurate and timely information is communicated, aligning to the communications calendar and templates.
• Curate and maintain a repository of best practices, process documentation, product training materials, FAQs, and other relevant resources for Customer Success Teams, in line with future AI requirements.
• Liaise with CloudPay subject matter experts and leaders to design a knowledge management framework, deploy and analyze the effectiveness of the communication strategy, making improvements as needed based on performance against agreed KPIs.
• Stay up-to-date with industry trends and best practices in knowledge management and communication.
• Handle sensitive and confidential information with discretion.

Attributes and Experience Required:

• Demonstrable experience in a B2B communications environment that involved fast-paced and critical communication, multiple demands and manage change through a complex business.
• Proven ability to establish and maintain effective working relationships at all levels to Board/C suite level plus develop highly collaborative relationships with other professionals across CloudPay
• Clear and precise communicator with excellent copywriting, editing, and verbal communication skills
• Ability to efficiently organize information and knowledge for different audiences
• Extremely organized with high standards
• Proactive self-starter, flexible, creative thinker with problem-solving skills – ability to anticipate problems and put forward solutions
• Our culture is important to us, so enthusiasm, curiosity, empathy and humor are preferred
• Ideally, experience working in payroll, payments, technology, or Fintech background
• Degree or equivalent in Marketing and/or further professional communications qualifications
• Experience in using project management, communications or knowledge management tools

Package and Benefits:
• Competitive annual salary
• 25 days annual leave, plus bank holidays
• Flexible Hybrid Working
• Birthday leave
• Life assurance
• Private medical insurance
• Earned Wage Access (via CloudPay Now app)
• Personal and professional development opportunities
• Friendly working environment

CloudPay is committed to being an equal opportunities employer.