The mission of the Communications Manager is :
Our immediate challenge is the effective and systematic co-ordination of internal communications. The Communications Manager will be tasked with establishing and operating an effective and codified system to reduce friction between our tech, operations and sales teams.
The Communications Manager will design, coordinate and oversee an internal communications system between managers, developers, sales agents and operations team members.
The communications system will include management of :
Customer Experience The Communications Manager will be accountable for the experience and touchpoints of customers, with a focus on increasing customer understanding of how to use products, making payment, their contractual relationship, future product opportunities and how to access support.
Objective Measure & Target Internal Communications
Increase Agent Understanding & Increase agent understanding scores by 25% within 1 year.
Effectively Communicate All Internal Changes & News & Zero day lead time between proposed launch of changes to products, offerings, prices, procedures and policies, and actual launch.
Increase Customer Understanding & Increase new customer understanding scores by 25% within 1 year. Reduce customer inbound calls by 50% within 1 year.
Consistent Experience Across All Touchpoints & All marketing collateral, initiatives and communications with any stakeholders channelled through Marketing function within 6 months.
Key Competencies & Interests