About the Role:
As our Customer Communications Lead, you’ll own how we communicate with riders and drivers across all channels. You’ll bring structure to competing communication needs, set clear prioritization rules, and ensure customers receive the right message at the right time. You’ll also lead experimentation across content, tone, offers, and communication journeys, using A/B testing and performance data to understand what works and continuously improve our messaging. This role is ideal for someone who combines strong judgement, stakeholder management, and analytical thinking, and wants to help shape the future of more automated and personalized customer communications.
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Responsibilities:
- Own our communications register, the definitive record of every message we send, who receives it, why it exists, who owns it, when it fires, and how success is measured.
- Govern communications across teams and channels. Set and enforce the rules for frequency caps, suppression, priority, eligibility, and exit criteria centrally, rather than one campaign at a time.
- Arbitrate competing sends, deciding which message reaches a customer at a contested moment and documenting the rationale.
- Design and run the A/B testing program across content, maintaining a test register so experiments never collide on the same audience.
- Define the KPI for every message and work with data and engineering to close the gaps where performance cannot currently be read.
- Convert experiment results into a documented set of content standards for brand and content teams to apply at scale.
- Partner with data science on the automated decisioning engine, supplying the outcome data, guardrails, and business rules it requires.
- Chair a regular planning forum where teams submit intended sends and leave with clear approvals, deferrals, and rejections.
Requirements:
- Minimum 3 to 5 years in CRM operations, lifecycle marketing, marketing automation, or campaign management, preferably within technology or consumer internet. Experience governing message volume across multiple internal stakeholders is essential.
- Hands-on experience with a customer engagement platform such as CleverTap, Braze, Iterable, or Salesforce Marketing Cloud, including segmentation, frequency capping, suppression, and holdout groups.
- Working knowledge of experimentation: sample sizing, control design, significance, and the discipline not to read a result early. Proficiency in SQL is a significant plus.
- Experience in handling operational and crisis communications with clear escalation rules.
- Experience managing multilingual and multi-market customer communications is preferred.
- Demonstrated ability to write a data specification and hold a credible technical conversation with data and engineering teams.
- Proven experience operating across cross-functional teams and managing competing priorities without formal authority.
- Effective written and verbal communication, with the ability to explain a decision clearly to the team it went against.
Benefits:
What We Offer:
- An opportunity to collaborate with talented individuals while learning, growing, and expanding your skill set.
- An environment that encourages you to take ownership and produce excellent outcomes every day.
- Health benefits and insurance.
- Flexible working hours.
Company Culture
We are an equal opportunity employer committed to providing a workplace where all aspects of employment are solely based on merit. We value diversity and absolutely do not discriminate in any form based on race, color, ethnicity, nationality, religion, gender, age, or mental or physical disability.
