Customer Communication Manager

Hispanic Alliance for Career Enhancement; Chicago (IL); On-site; USD 95,000 - 115,000; Full time

Job summary

An established industry player is seeking a Customer Communication Manager to enhance customer engagement and satisfaction. In this pivotal role, you will shape communication strategies that resonate with clients, ensuring every message is valuable and clear. Collaborating with product and marketing teams, you will design campaigns that educate and retain customers while managing feedback to refine strategies. This role offers the opportunity to significantly influence customer experience and establish the company as a trusted partner in client success. If you are passionate about crafting impactful communications and driving customer-centric initiatives, this is the perfect opportunity for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Paid Parental Leave

Paid Sick Leave

Paid Vacation Days

401k with Company Match

Tuition Reimbursement

Fitness Reimbursement

Gender-Inclusive Benefits

Qualifications

• 3+ years in customer communication or marketing, preferably in SaaS or tech.
• Strong analytical skills to interpret data and improve strategies.

Responsibilities

• Develop and execute customer communication strategy to enhance engagement.
• Design multi-channel campaigns to educate and retain customers.
• Track communication performance metrics and present insights.

Skills

Customer Communication

Marketing Strategy

Content Creation

Data Analysis

Project Management

Customer Engagement

Education

Bachelor’s degree in marketing, communications, business, or related field

Tools

Communication Platforms

Job description

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Customer Communication Manager Overview:

As the Customer Communication Manager at Dynamic Yield by Mastercard, you’ll play a critical role in shaping how we engage and build trust with our customers. Your work will directly influence customer satisfaction, retention, and advocacy by ensuring that every message we send delivers value, clarity, and a personal touch. Acting as a bridge between our product, marketing, and customer success teams, you’ll develop strategies to communicate product updates, nurture relationships, and foster deeper engagement throughout the customer lifecycle.

This is more than a tactical role—you’ll be a key driver of our customer-centric culture, ensuring that our communications are not only well-crafted but also informed by customer needs, behavior insights, and data. Whether it’s a new product feature announcement, a personalized onboarding journey, or a campaign to celebrate customer milestones, your work will empower our clients to maximize the value of our products.

As the voice of our company to our customers, you’ll have the opportunity to influence the overall customer experience, helping to establish Dynamic Yield as not just a provider of software but a trusted partner in their success.

Key Responsibilities:

1. Communication Strategy Development:
   Develop and execute a customer communication strategy that aligns with the company’s goals and enhances client satisfaction and engagement.
2. Customer Engagement Campaigns:
   Design and implement multi-channel campaigns (email, in-app messaging, chat, etc.) to educate, inform, and retain customers.
3. Content Creation:
   Collaborate with content and design teams to create high-quality communication materials, including newsletters, product updates, onboarding guides, and more.
4. Feedback Loop:
   Establish mechanisms to gather and analyze customer feedback, using insights to refine communication strategies and improve the customer experience.
5. Collaboration with Internal Teams:
   Work closely with product and customer success teams to ensure consistent messaging across all touchpoints.
6. Metrics & Reporting:
   Track and analyze communication performance metrics (open rates, click-through rates, NPS, etc.), and present actionable insights to the leadership team.
7. Tool & Platform Management:
   Manage communication platforms and tools, ensuring effective utilization for customer outreach and engagement.
8. Support In Person Events:
   Work with customers on building the right story to share and present at our customer events. Support and develop efforts in sharing success stories and case studies.

Qualifications:

1. Bachelor’s degree in marketing, communications, business, or a related field.
2. 3+ years of experience in customer communication, customer success, or marketing, preferably within a SaaS or tech company.
3. Strong understanding of customer segmentation, lifecycle communication, and retention strategies.
4. Excellent verbal and written communication skills, with a knack for crafting compelling and concise messages.
5. Analytical mindset with the ability to interpret data and derive actionable insights.
6. Exceptional organizational skills and the ability to manage multiple projects simultaneously.

Base Salary: $95-115k

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach;
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.