Customer Communications Manager – Fixed Term Contract - #1779294

Salary: Up to £45,000

Location: Reigate (Surrey) OR (Salford Quays) Manchester

Job type: Maternity Cover, 12-month fixed term contract| Full Time | Hybrid, 2 days in office | 4.5-day working week, half-day Fridays

Reports to: VP of Customer Success

About Us

Infinity is a market-leading advanced analytics and call-tracking service working with some of the world’s most well-known brands. As a company, we’re ever evolving, using cutting-edge tech and a drive for success to see us through. Our growth is exponential, with annual revenue of (£)18m+. Our mission is clear, to become the best call-tracking provider in the world. There’s never been a better time to join Infinity.

We have recently launched Smart Outcomes, which brings together Conversation Analytics and AI to help marketers track and measure both the intent of callers and the outcome, supercharging the existing dataset by taking it one step further beyond tracking calls. With a strong presence in the UK and international markets, we are trusted by some of the world's biggest brands.

We foster a culture of collaboration, innovation, and continuous learning. Our team is passionate about delivering outstanding results and creating a workplace where people can thrive.

Profile of Role

This role owns the planning and execution of our customer communications and education strategy. It’s about making sure we engage our customers in the right way, at the right time, and through the right channels — helping them get value from our products, increasing adoption, and driving retention.

The role combines hands-on campaign delivery with cross-functional coordination. You’ll work closely with Product, Marketing, Solutions, and CS to deliver messaging that’s timely, useful, and aligned to customer needs — whether that’s via email, in-app, webinars, or self-serve education.

The role also owns our customer advocacy and feedback loops, ensuring initiatives like NPS, G2, and feature feedback are captured, reported, and acted on.

Key Responsibilities

Customer Communication & Campaigns

• Own the customer communications calendar, including always-on and campaign-based activity
• Deliver messaging across Email, In-App, Webinars, and through CSM-led follow-up
• Align all communication to customer tiering, lifecycle stage, and segmentation
• Manage the planning and rollout of campaigns to support retention, product updates, and value-led engagement
• Work cross-functionally to ensure messaging is consistent and well-timed across teams

Campaign Coordination & Execution

• Build messaging aligned to key product initiatives and seasonal themes (e.g. Smart Outcomes, renewals, feature launches)
• Ensure messaging is joined up across channels and contributes to a cohesive customer experience
• Track campaign delivery against plan, flag risks, and adjust based on feedback or uptake

Customer Feedback & Advocacy

• Coordinate and monitor customer feedback programmes including NPS, CES and G2
• Use insights from feedback and engagement metrics to refine campaign approach
• Support visibility and momentum for advocacy activity across CS and Marketing

Measurement & Reporting

• Own the monthly and quarterly reporting model for customer comms
• Track engagement across key channels (email, in-app, webinars)
• Measure campaign performance and tie activity to retention, maturity or adoption goals
• Work with CS Ops to ensure comms data is captured and visible across the business

How Success Will Be Measured

• Customers receiving consistent, timely and relevant communication
• Increase in engagement across Email, In-App, and Webinars
• Improved product visibility and uptake as a result of campaign activity
• Feedback captured and acted on across the year (NPS, G2, campaign surveys)
• Retention and usage uplift within targeted cohorts

Key Behaviours

• Purpose-driven: Focuses on delivering communication that makes a difference — to the customer and to the business
• Organised and delivery-focused: Able to manage multiple campaigns and keep comms moving without unnecessary delay
• Clear communicator: Able to shape messaging that’s customer-friendly, outcome-led and aligned across teams
• Collaborative and approachable: Builds strong working relationships and brings clarity and pace to cross-team efforts
• Customer-minded: Understands what information is helpful, when it matters, and how best to deliver it
• Product Led: Has insight and knowledge of our products to articulate the ‘what and why’ to our customer book

Benefits you can enjoy

• 4.5 day working week (Half day every Friday- 1pm finish)
• 25 days holiday (with the option to buy up to an additional 5 days per year)
• Private single medical insurance
• Employee Assistance Programme
• Life Assurance (4x Salary)
• Enhanced Maternity and Paternity Pay
• Tech Scheme Loan (of up to £2,000 per year)
• Ride to Work Scheme
• Season Ticket Loan
• Dedicated annual company and team social budget

At infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day! We're an equal opportunities employer. That means we'll never discriminate based on race, religion, origin, gender expression, sexual orientation, age, marital status, social economics status or disability status. In fact, our recruitment process is completely anonymised, and we don't see any of your personal details when we review your application.

At Infinity, we don't treat our hiring process as a box ticking exercise and we're just as interested in team fit as we are technical fit. So, even if you don't meet all the requirements listed in one of our vacancies, get in touch with us anyway because we'd love to hear from you