Sr. Retention Channel Communications Manager

Please Note: This is a remote position. Additionally, employment with BambooHR is contingent on passing both a background and credit check. 

Essential Job Duties

Are you a dynamic communicator passionate about enhancing customer experiences through strategic campaigns? Do you excel in leveraging tools like Gainsight to drive impactful customer engagement? If so, we want you to join our Customer Experience team as a Sr. Retention Channel Communications Manager!

As the Sr. Retention Channel Communications Manager at BambooHR, you will focus on external customer communications, ensuring strategic intent, driving action and impact, and maintaining the writing and branding of communications. This role is pivotal in enhancing customer engagement through transactional and retention-driven communications.

You will:

• Strategic Communication Development: Design and execute comprehensive communication plans that align with BambooHR’s goals, utilizing customer engagement platforms to improve customer retention.
• Campaign and Content Management: Create, manage, and optimize campaigns across various channels, ensuring consistency in tone and messaging to drive desired customer behaviors.
• Customer Insights and Analysis: Leverage tools to gather insights, analyze performance, and make data-driven decisions to refine communication strategies.
• Cross-Functional Collaboration: Work closely with teams such as Marketing, Customer Success and CX Digital to ensure alignment and integration of communication efforts.
• Customer Advocacy and Training: Champion the voice of the customer and provide training to internal teams on effective communication practices.
• Continuous Improvement: Stay updated on industry trends to enhance communication strategies and maintain documentation.

What You Need to Get the Job Done

Experience & Education:

• Experience & Education:
  • 8 years of experience in communication strategy, customer experience, or marketing with a focus on transactional and retention communications.
  • Proven track record of successful communication campaign management.
  • Bachelor's degree in Communications, Marketing, Business, or a related field.
  Skills & Technical Proficiency:
  • Strong strategic thinking and ability to create engaging content for different customer segments.
  • Excellent written and verbal communication skills, with strong writing and editing abilities.
  • Proficient in customer engagement platforms; comfortable with data analysis and CRM tools.
  • Analytical mindset with the ability to interpret data and provide actionable insights.
  Customer-Centric & Collaboration:
  • Deep understanding of customer experience principles and a passion for delivering exceptional customer service.
  • Team player with excellent interpersonal skills and the ability to work effectively with diverse teams.
  • Familiarity with branding and communication strategies, with a strong customer-centric approach.
  Process Optimization & Attention to Detail:
  • Ability to optimize processes and improve communication strategies.
  • Strong attention to detail and ability to execute within strict timelines.

What Will Make Us REALLY Love You 

• Passion for communication, creating great customer outcomes, and branding.
• Excellent communicator with the ability to advocate for the CX communication team.
• Strategic thinker who can drive action and impact through multiple communication modalities.

What You'll Love About Us

• Great Company Culture. We’ve been recognized by multiple organizations like Inc, Salt Lake Tribune, Glassdoor,  & Comparably for our great workplace culture.
• Make an Impact. We care about your individuality by giving you freedom to grow and create within the company, regardless of your position.
• Rest and Relaxation. 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation (ask us about this)!
• Health Benefits. Medical with HSA and FSA options, dental, and vision.
• Prepare for the Future. 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance.
• Financial Peace University. We pay for a one year subscription and you walk away with financial savvy and a bonus.
• Give back.  Get paid to give your time to the community: ask us about this!
• Educational Benefits. Whether you are a previous student, or currently enrolled in higher education, we can help cover some of those expenses.
• Amazing Office Amenities. We’ve got incredible benefits at our Draper headquarters including a full size gym, pickleball courts, a great office cafe, and free fountain drinks! Ask us more about our office!
• In-Person Onboarding! All new hires get to experience our in-person onboarding class, Bamboo Beginnings, at our Draper, UT headquarters! Ask us more about Bamboo Beginnings!
• Flexible Work Models. In-office, work-from-home, or hybrid, depending on position and location.