Manager of Customer Communication Strategy

About The TeamSparrow is a consumer lending startup born with a mission to empower the underserved and overlooked. We have designed a revolutionary credit card, meticulously crafted to help guide our customers on a journey to financial freedom. The Product team at Sparrow serves as the in-house advocates for customers, prioritizing initiatives and securing resources to deliver the features users want most. They ensure every product and technology release meets high standards before reaching customers, maintaining flawless operations across all systems. Additionally, they oversee all outbound communications, including emails, SMS, push notifications, physical letters, and statements, to keep customers informed and engaged.About The RoleThis position will play a pivotal role in shaping Sparrow's customer communication strategy, ensuring our customers receive timely and engaging information across all channels. As the Manager of Customer Engagement, you will optimize delivery, click-through, and open rates, leveraging data-driven insights to continually refine our approach. Your work will deliver impactful messages that resonate with customers and strengthen their relationship with Sparrow. This role touches all facets of the business"”including acquisition, fraud, collections, and account management"”ensuring cohesive and effective communication throughout the customer journey.This person will report to the Director of Product.In This Role, You WillDevelop and execute a multi-channel customer communication strategy"”including email, SMS, and push notifications"”to engage customers effectively across all stages of their journey.Design and manage automated communication workflows for timely and personalized delivery, ensuring messages resonate with Sparrow's customers.Track and monitor delivery rates and open rates for all outbound communication, both digital and physical, to ensure high engagement, consistent performance, and adherence to regulatory requirements.Collaborate with cross-functional teams, such as acquisition, fraud, collections, and account management, to align communication strategies with business goals and enhance the overall customer experience.Conduct regular performance analysis to identify trends, evaluate success, and drive strategic adjustments that enhance key performance indicators.Manage the end-to-end campaign process"”from strategy and planning to execution and reporting"”delivering high-quality and consistent communication across all channels.Stay informed of industry trends and emerging technologies to identify opportunities for innovation and continuous improvement. QualificationsBachelor's degree in Communications, Marketing, Business, English, or a related field (or equivalent professional experience)Minimum of 5+ years of experience in multi-channel communications, specifically with large-scale email, SMS, and push notification campaignsProven track record in building and managing multi-channel programs from strategic development to full execution, with a strong focus on automation and scalabilityStrong hands-on approach, with exceptional attention to detail and a commitment to managing projects end-to-end, ensuring quality and consistencyProficient with campaign management tools and platformsStrong analytical skills, with experience in A/B testing, data analysis, and performance tracking to optimize engagement and conversion ratesExcellent interpersonal and communication skills, with a demonstrated ability to collaborate effectively with cross-functional teamsIn-depth understanding of compliance requirements and regulations related to email marketing (e.g., CAN-SPAM), SMS, and push notifications, ensuring all campaigns adhere to legal standardsWe are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status. Compensation, Benefits And PerksMedical, dental and vision coverage, with a 100% company-paid employee-only optionUnlimited time off and 13 company holidays per year$50 per month Wellness Stipend - to use in any way that helps you thrive!Paid parental leave401(k) Plan with 4% matchingStock options More About Sparrow At Sparrow, we believe that we can grant credit to the underserved and overlooked better than any company that exists today. We believe that we can have a significant impact on society by reducing the financial burden of having less than perfect credit. And we believe in fostering a workplace culture that embodies purpose, community, freedom, and transparency. At Sparrow, we know we are only as great as the people we hire, and without them we will never achieve our collective aspirations. Come join us!

Created: 2024-11-07