Senior Customer Communication and Digital Content Manager

Job Description:


The human centered workplace is a concept whose time has finally come.  As pioneers in this movement, our 21-year-old brand is experiencing exceptional growth.  For over twenty years, we have made transparency a core tenant of our customer relationships.  Now more than ever, our customers need us to be their most important partner in enabling their workforce. Reporting into the Senior Director of Corporate Communications, this is a newly created role will drive and execute customer communications across our strategic accounts.


Workhuman is growing at record speed and we want to ensure that we take our customers along this growth journey with us. As our new Senior Manager of Customer Communications and Digital Content, you will create and execute on a world class proactive and responsive customer communications and content strategy that ensures that we maintain transparency, consistency and trust with our global strategic customers. Your attention to detail, commitment to operational excellence, investment in stakeholder relationships, and project management skills coupled with strong communications experience will demonstrate the value of our relationship with customers at times that matter most to them.


Representing the rich and diverse corporate PR, communications, and marketing programs planned and in play, you will be responsible for creating relevant and timely messages and content for our customers across a wide range of topics including major events, newsworthy topics, product updates and new product offerings, and real time product or technical issues. Each communication will reinforce the importance we put on our transparency with our customers, helping them consider our portfolio of cloud solutions and value-based programs to strengthen our relationships while identifying moments of business opportunity.


This is a dream job for anyone who loves a fast-paced work environment, creative problem solving, flexing operational and strategic thinking and bringing structure to complexity that makes our customers’ experiences even better. Strong project management skills and experience working in cross-functional teams will be critical as you lead and own timelines for major customer communications milestones on some of our biggest improvement programs.



Responsibilities:

  • In alignment with stakeholders in strategy and consulting, define and develop 1 to 1 and 1 to few customer communications approaches and playbooks that are customized for strategic accounts from concept to execution that delivers an exceptional customer experience worthy of the Workhuman brand.

  • Be able to pivot messages and content to speak to various levels inside an organization, from program managers up to the C-level.

  • Develop critical partnerships with internal teams, including Customer Success, Product Marketing, Product Strategy and Management, Brand and Customer Marketing, Customer Support and Operations, Internal and External Communications, PR, Social Media, Data Analysts, Legal, and Finance to coordinate information shared with customers.

  • Build relationships with teams across Workhuman and identify systems and processes to improve customer communications

  • Develop test and learn plans and playbooks to drive results.

  • Translate brand marketing initiatives into customer-facing narratives that reinforce the company’s mission while aligning against individual needs of customers. Be able to bring these initiatives to life by communicating to our top customers in their tone of voice.

  • Understand internal team meetings, channels, systems, infrastructure and tools, to map and manage the flow and delivery of customer communications.

  • Provide expert counsel to internal clients and external partners to manage expectations and education on a variety of issues and experiences that impact Workhuman’s customers. 

  • Guide and inform internal stakeholders and develop quarterly metrics to measure the success of these programs. 



Basic Qualifications:

  • 10+ years of enterprise/B2B external communications or customer communications experience.



Preferred Experience:

  • Thrives on cross-team collaboration and genuine enjoyment for complex program management.

  • Excellent written communications skills with lens for consumer/social media friendly tone and style.

  • Organizational skills and an innate ability to stay on top of multiple projects at once.

  • Strong understanding of external communications and implementation process.

  • Must have very strong project management and decision-making skills.

  • Must be able to thrive in a fast-paced and unstructured, deadline-oriented environment.

  • A natural affinity for consumer web products, social media is desired.

  • Ability to develop and maintain strong internal and external relationships at all levels. 

  • Leadership Experience: Possess a high degree of integrity and sense of confidentiality, and demonstrates managerial maturity and good judgment at all times.



The Company:


Workhuman® is the world’s fastest-growing integrated Social Recognition® and continuous performance management platform. Our human applications are shaping the future of work by helping organizations connect culture to shared purpose. With a consistent stream of gratitude fueling unparalleled, provocative workplace data and human insights, Workhuman® Cloud is a critical software engine for global companies seeking to motivate and empower their people to do the best work of their lives. Workhuman® (formerly known as Globoforce) was founded in 1999 and is co-headquartered in Framingham, Mass., and Dublin, Ireland.



Did you know: 

  • We are #1 Great Place to Work in Ireland for the 2019 medium-sized workplace category and have been named one of the 2018 Top Places to Work in Massachusetts by the Boston Globe. 

  • Workhuman® is used by 4.5 million employees across 160 countries. 

  • Our core values are; Respect, Determination, Innovation and Imagination.



Perks & Benefits for our Happy Healthy Humans:

  • Comprehensive Health Plans 

  • Fully paid parental leave (12-week maternity/4-week paternity) effective day 1

  • Peer-to-peer recognition program 

  • 401(k)

  • Tuition Reimbursement 

  • Commuter bus from downtown Boston

  • On-site fitness center

  • Wellness rewards and reimbursements

  • Fully stocked kitchen (cold brew on tap - snacks and coffee machines as far as the eye can see…) 

  • Regular celebrations for employees, families and special guests



At Workhuman, we love what we do because we’re shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world’s leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity. 


Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.


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Additional Info

Job Type : Full-Time

Education Level : ""

Experience Level : ""

Job Function : ""

Apply at: : https://workhuman.wd1.myworkdayjobs.com/en-US/WorkhumanCareers/job/Workhuman-USA--HQ-1/Senior-Customer-Communication-and-Digital-Content-Manager_R518

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