You are first and foremost an exceptional communicator with a process-builder's mindset. You will define and evolve the strategy and roadmap for customer communication, shaping the technology landscape that enables it. Working at the intersection of Product, Commercial, CRM, and Operations, you will set the standards that govern every message we send: from transactional emails to marketing campaigns, ensuring they feel like they come from one coherent voice and brand.
By joining DCS in this role, you will have a direct and visible impact on the customer experience, shaping how customers perceive our products, brands, and reliability, while building a critical customer-facing service with long-term impact.
Make an impact by
- Owning the end-to-end customer communication strategy and roadmap across all B2C touchpoints.
- Actively participating in and influencing the design of the new communication technology landscape, collaborating closely with IT and Product.
- Establishing clear governance, approval criteria, and quality standards for all customer communication, ensuring transactional and marketing emails meet the same bar.
- Ensuring correct recipient targeting, testing readiness, and compliant send-out execution.
- Collaborating closely with CRM and Campaign Management to align transactional and marketing communication, defining and maintaining lifecycle-based content, tone-of-voice, and brand standards across markets and channels.
- Designing and documenting scalable communication processes that can grow with the business and adapt across markets.
- Leading cross-functional alignment across Product, Commercial, IT, and Operations to ensure consistent and high-quality execution.