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Are you interested in building the future of e-commerce delivery? Do you want to be a part of team establishing the next big B2B initiative? Our team is changing the way we interact with customers around the globe and building a new, emerging business in shipping to solve some of the biggest logistical opportunities facing not just Amazon, but the entire industry.

We are looking for a talented Customer Engagement Manager who will be responsible for building best-in-class communications and content to drive a high level of trust and engagement with our customers. In this role, you will translate new products, features and business changes into engaging copy and content to improve our customers' experience. You will manage and execute initiatives, working with cross-functional teams. You will have communications program management experience, excellent writing skills, and the ability to easily adapt communications for different audiences. You will exercise extremely high judgment in narrow time frames, inject logic and care into communications, and ensure content meets the highest standards. You will also have a strong sense of brand and editorial voice; with the ability to harmonize messages across multiple channels and marketing vehicles.

Our environment is fast-paced and requires a candidate who is flexible and thrives in ambiguity, with the ability to think strategically while paying careful attention to detail.

Key job responsibilities

• Define the strategy and manage the execution of communications programs to improve the shipper experience. This includes analysing and defining key objectives, messages and channels, to drive awareness, engagement, and adoption of initiatives
• Create high-quality, engaging communications and copy for customers across a variety of channels, including emails, FAQs, Help pages, newsletters, videos, websites, announcements, and others.
• Build and execute email campaigns in Pardot, measuring their effectiveness to enable future enhancements

• Create and maintain communications toolkits, processes, templates, and messaging for global stakeholder teams

• Propose, execute, and scale new ways of creating and distributing communications, including identify and driving process improvements
• Develop, track and report metrics on the effectiveness of communications, as well as continually monitor, analyse, and tune messaging to maximise impact

A day in the life

• Managing intakes for communication requests from stakeholders across the business.
• Translating business requirements into customer-obsessed copy and content
• Creating emails in Pardot using brand templates and custom audience segmentations
• Creating onsite notifications
• Managing the communication calendar
• Analysing performance and optimisations