Senior Customer Marketing Communications Specialist

We are seeking a highly organized and customer-focused Senior Customer Marketing Communications Specialist to coordinate customer-facing communications. Reporting to the Director of Community and Customer Marketing, this role ensures consistent, effective messaging by working cross-functionally with teams like Product, Product Marketing, Customer Success, Customer Experience, and Sales. 

Responsibilities 

- Coordinate and execute customer-facing communications for non-operational updates, including newsletters, product communications, event promotions, customer programs, and engagement campaigns.  

- Serve as a primary coordinator for customer communication requests across Product, Product Marketing, Customer Success, Customer Experience, and Sales teams, helping ensure communications are aligned, timely, and customer-centric.  

- Maintain and coordinate the customer communications calendar to improve visibility, alignment, and customer experience across teams.  

- Work closely with Product and Product Marketing teams to support communications related to product updates, new feature launches, product education, and customer-facing announcements.  

- Coordinate customer-facing webinars in partnership with Product, Product Marketing, and other subject matter experts.  

- Partner with Customer Success Management (CSM) and Sales teams to understand communication needs and support customer engagement, retention, and expansion initiatives.  

- Manage and execute customer newsletters and recurring customer communication programs.  

- Support customer marketing campaigns, including upsell and cross-sell initiatives.  

- Assist with advocacy-related initiatives, including customer testimonials, reviews, customer stories, and advocacy campaigns.  

- Collaborate with the Customer Experience team to support customer journey initiatives and customer engagement programs.  Work closely with the Marketing Operations team to ensure accurate audience targeting, campaign execution, reporting, and measurement.  

- Track communication performance and engagement metrics, provide recommendations, and drive actions from gathered data analytics and feedback for continuous improvement.  

- Ensure all customer communications align with BlueCat's brand voice, messaging standards, and customer experience goals.  

- Leverage AI-powered tools and emerging technologies to improve content creation, communication planning, reporting, and overall marketing efficiency. 

- Demonstrate curiosity and a commitment to continuous learning, staying informed about customer marketing best practices, communication trends, and new technologies. 

About You: 

You are passionate about delivering exceptional customer experiences through clear, effective, and engaging communications.  

You are highly organized, detail-oriented, and comfortable managing multiple projects and stakeholders simultaneously.  

You thrive in cross-functional environments and enjoy collaborating with teams across Marketing, Product, Customer Success, Sales, and Operations.  

You are an excellent communicator with strong writing and editing skills.  

You have strong judgment and attention to detail when reviewing customer-facing communications.  

You are proactive, adaptable, and comfortable working in a fast-paced environment. 

You are curious, eager to learn, and excited about leveraging new technologies and AI-powered tools to improve your work. 

Skills & Experience: 

Bachelor’s degree in Marketing, Communications, Business, or a related field. 

3+ years of experience in customer communications, customer marketing, or lifecycle marketing.  

Experience managing communication programs or editorial calendars.  

Ability to translate technical or product information into customer-friendly messaging.  

Experience working with technical stakeholders (Product Management, Product Marketing, Customer Success).  

Strong understanding of customer segmentation and personalization strategies.  

Experience with using marketing automation platforms (e.g., specifically Marketo) and CRM platforms (e.g., Salesforce).  

Experience evaluating communication requests and determining audiences. 

This position offers a salary range of $76,000 - $85,000 CAD per year plus participation in a discretionary bonus plan. Final compensation will be based on skills, experience, and qualifications. The role is for an existing vacancy.