Customer Communications Specialist

Who you are

You have a strong background in customer communications, with a focus on managing external communication channels effectively. Your experience includes developing and executing communication strategies that keep customers informed and engaged, especially during critical situations such as product changes or service disruptions. You possess a deep understanding of the commodities sector, which allows you to tailor communications to meet the unique needs of clients in this industry.

You are skilled in crisis management, having developed and maintained crisis communication playbooks that guide your response during customer-facing incidents. Your ability to draft transparent and empathetic communications under pressure is a key strength, ensuring that clients receive timely and factual information during challenging times.

Your technical proficiency is evident in your experience with various communication platforms. You have administered campaigns using tools like HubSpot, Customer.io, and Intercom, demonstrating your ability to leverage technology to enhance customer engagement. Additionally, your data literacy enables you to utilize CRM data, such as Salesforce, to inform your communication strategies and timing effectively.

You thrive in fast-paced environments and can manage multiple complex communication workstreams simultaneously, even under tight deadlines. Your strategic mindset allows you to anticipate potential reputation issues and proactively address them through well-crafted communication plans.

Desirable

Experience in the commodities sector is highly desirable, as it equips you with the knowledge to understand the unique factors that influence customer communications in this field. Familiarity with analytics tools and data-driven decision-making will further enhance your ability to craft effective communication strategies.

What you'll do

In this role, you will own all external communication channels directed at Kpler's existing customer base. Your primary responsibility will be to ensure that customers are informed, engaged, and reassured, particularly during product changes and service disruptions. You will develop and maintain the company's Crisis Communications Playbook, ensuring that it is regularly tested and updated to address customer-facing incidents effectively.

You will act as the primary communications responder during active crises, drafting and deploying communications that are transparent, empathetic, and factual. Your ability to manage multiple communication workstreams will be crucial as you navigate complex situations and ensure that clients receive timely updates.

Your role will also involve collaborating with various teams to gather insights and data that inform your communication strategies. You will utilize CRM data to analyze customer engagement and adjust your messaging accordingly, ensuring that it resonates with the audience.

What we offer

At Kpler, you will be part of a dynamic team dedicated to transforming complex data into actionable strategies for clients in the commodities, energy, and maritime sectors. We offer a supportive work environment where innovation is encouraged, and your contributions will have a direct impact on our clients' success. Join us to leverage cutting-edge technology and experience unparalleled support on your journey to success.