Communications Manager

GBS; KwaZulu-Natal; On-site; ZAR 420,000 - 640,000; Full time

Job summary

Help Me is seeking a Communications Manager to lead customer communications across the lifecycle. You’ll craft clear, consistent, customer-focused messages, aligned with our brand, across onboarding, support, claims, and up-sell journeys.

You’ll manage content across WhatsApp, email, SMS, websites, apps and social platforms, and oversee multilingual campaigns. You’ll collaborate with Marketing, Operations and Sales to optimize engagement, retention and product adoption, using data to measure

Qualifications

• 3–5 years’ experience in communications, digital marketing or CX.
• Degree or diploma in Communications, Marketing, PR or related.
• Experience with multi-channel/omni-channel communications.
• Experience with CRM/marketing automation platforms.

Responsibilities

• Develop and manage customer communication strategies.
• Oversee communications across onboarding, service, claims, upsell, upgrades.
• Ensure messages reach customers via the right channel at the right time.
• Create content for WhatsApp, email, SMS, websites, apps and social media.
• Maintain brand voice and communication standards.
• Manage multilingual communications as needed.
• Collaborate with Marketing, Customer Service, Operations, Sales teams.
• Monitor performance and use data to improve engagement.

Skills

Communications strategy

Digital marketing

Customer experience

Multi-channel communications

CRM/Marketing automation (Salesforce)

Content creation & social media

Data & analytics

Education

Relevant degree/diploma in communications or related field

Tools

Salesforce or other CRM

Job description

Job Purpose

The Communications Manager at Help Me is responsible for managing all customer and member communications across the full customer lifecycle. The role ensures that Help Me's communications are clear, consistent, engaging and customer-focused, while remaining aligned with the company's brand, communication identity and overall customer experience. The Communications Manager will oversee communication across key customer journeys and channels, ensuring that the right message reaches the right customer, through the right channel, at the right time.

Key Responsibilities

• Develop and manage customer communication strategies.
• Manage communications across the customer journey, including onboarding, customer service, claims, upselling and upgrades.
• Ensure the right message reaches the right customer through the right channel at the right time.
• Create and manage content for WhatsApp, email, SMS, websites, apps and social media.
• Maintain the company's brand voice, tone and communication standards.
• Develop customer-focused digital content and campaigns.
• Manage multilingual communications where required.
• Create and manage automated customer communications using Salesforce or another CRM/marketing automation platform.
• Work with CRM and Technology teams to ensure automated communications are correctly set up and delivered.
• Monitor communication performance and customer engagement.
• Use customer feedback and data to improve communications and the customer experience.
• Identify opportunities to improve customer engagement, retention, product adoption, upselling and upgrades.
• Work closely with Marketing, Customer Service, Operations, Sales and other relevant teams.
• Ensure all communication is accurate, professional and customer-focused.

Minimum Requirements

• 3–5 years’ experience in communications, digital marketing, customer experience or a related field.
• Relevant Degree or Diploma in Communications, Marketing/Digital Marketing, Public Relations, Customer Experience, Media Studies, Brand Management, or a related field.
• Experience in communications, digital marketing or customer experience.
• Experience managing multi-channel/omni-channel communications.
• Experience with Salesforce or another CRM/marketing automation platform is required.
• Experience in content creation and social media.
• Experience developing customer communication campaigns and journeys.
• Experience working with customer service/customer experience teams.
• Experience using data and analytics to measure communication performance.
• Multilingual communication experience will be advantageous.

Why Join Help Me?

Join Help Me, a growing company focused on putting people first and becoming one of the most people-focused companies in South Africa. As a Communications Manager, you’ll have the opportunity to shape our brand, strengthen customer relationships and make a meaningful impact as we grow.

If you’re passionate about people, communication and customer experience, we’d love you to be part of the Help Me journey.

Thank you for choosing us as your employer of choice. We are committed to equal opportunities and welcome applicants from diverse backgrounds. Please note that only suitably qualified candidates will be considered. If you do not hear from us within 14 working days, please regard your application as unsuccessful. We wish you well in your future endeavors.