Customer Communications Manager

Our Purpose: A Better Life for Everyone

Nourish is not simply a technology company; we are a digital partner for the social and health care sector rooted in human connections, with the person being supported at its core. We offer a range of co-produced software solutions tailored to the unique challenges of care, while still being flexible enough to meet the specific needs of each individual service we work with.

We are at an exciting stage of growth. While we are the market leader, we remain ambitious and dedicated to our mission. We continue to revolutionise the sector by investing in our platform and our incredible employees who make this impact possible.

Our Ecosystem

At Nourish, you will contribute to a sophisticated ecosystem that includes:

· Technology that impacts a million people every day: Our core products are used by over 425,000 carers to support 417,000+ individuals

· The Nourish Partnership Programme (NPP): A sector-leading programme that manages strategic integrations with third-party systems to ensure seamless data syncing and interoperability across the care journey.

Our Culture & Values

We look for people who align with the way we work. If you join us, you are joining a culture defined by:

· Making a Difference: We remember who we serve. We are passionate about making a meaningful, positive impact on the lives of carers and those we support

· Agility: We continuously refine and adapt. There is no room for complacency here; we are driven to constantly review and improve our products and processes.

· Collective Effort: We help each other out because we know that when one person wins, we all win. It’s "all hands-on deck" - everyone is in it together.

· Every Person Counts: We treat everyone as a very significant part of our community. We welcome people being their true and authentic selves and value the diverse perspectives they bring.

· Openness to Learning: We believe no question is a silly question and all insights are valuable. Mistakes are part of the improvement process; we dust ourselves off and begin again.

The Team & Role

Nourish is looking for a Customer Comms Manager to oversee all customer communication across the business, making sure everything customers receive, from any team, is coordinated, well-timed and consistent in voice. This is a hands-on operational role reporting into the Senior Growth Campaign Manager, Customer Expansion, responsible for executing against the customer comms strategy and framework, and for being the central point of visibility across every message going out to customers.

You will work across marketing, product, customer success and support to build a single view of what customers are being told and when, closing gaps, resolving clashes and making sure no customer is overwhelmed, contradicted or missed by comms coming from different parts of the business.

Key Responsibilities

· Comms oversight and coordination

o Own visibility of all customer-facing communications across the business, building and maintaining a master comms calendar spanning marketing, product, customer success and support.

o Identify and resolve clashes, duplication or gaps in customer messaging, making sure customers aren't contacted with conflicting or overwhelming messages.

o Act as the central point of contact and approval for any team wanting to communicate with customers at scale (product updates, service changes, billing, campaigns).

o Escalate comms risks (timing conflicts, tone issues, sensitive announcements) to the Senior Growth Campaign Manager and relevant stakeholders.

· Execution and delivery

o Build, schedule and send customer communications across channels (email, in-app, and others as needed), following the voice and messaging framework set by the Senior Growth Campaign Manager.

o Manage the day-to-day production of upsell, cross-sell, adoption and lifecycle comms that support PQL/SQL targets.

o Proofread and quality-check all outgoing customer comms for accuracy, tone and brand consistency before send.

o Maintain templates, segments and automation flows in the marketing platform to keep execution efficient and consistent.

· Cross-functional collaboration

o Partner with product, customer success and support teams to understand upcoming changes, releases or issues that need to be communicated to customers.

o Work with the Senior Growth Campaign Manager and Content Strategist to ensure comms reflect the current messaging house and framework.

o Build strong relationships across the business so teams come to you early when planning anything customer-facing.

· Reporting and improvement

o Track performance of customer communications (open/click rates, engagement, unsubscribes, complaints) and report on trends.

o Maintain a record of what's been sent to which customer segments, to inform future planning and avoid over-communication.

o Suggest improvements to the comms process, calendar and tooling as the volume and complexity of customer comms grows.

· Ai native Marketing team

o Genuine curiosity and excitement about using AI in your day-to-day work, you'll be joining an AI-native marketing team where using AI tools to work smarter and faster is part of how we operate.

Requirements

· 3+ years' experience in customer marketing, lifecycle marketing or communications, ideally with exposure to coordinating comms across multiple teams or departments.

· Strong organisational skills, with experience managing a comms calendar and resolving conflicting priorities.

· Excellent writing, proofreading and attention to detail, with a good ear for tone of voice.

· Hands-on experience with marketing automation platforms (e.g. HubSpot, Marketo) for building and scheduling customer comms.

· Confident working cross-functionally, including with product, customer success and support teams.

· Comfortable balancing a coordination/oversight role with hands-on execution.

· Experience in B2B software, healthtech or the health and social care sector is a strong advantage but not essential.

· Travel will be required for monthly team meetings, events and kick offs.

Nourish Benefits

· Annual Leave: 25 days basic + Public Holidays + an extra day for your Birthday.

· Service-Related Leave: 1 extra day for each completed year of service (up to 5 additional days).

· Health & Wellbeing: Private Medical Insurance (including a personal health fund), Health & Wellbeing platform with 24/7 GP access, and an Employee Assistance Programme (EAP).

· Family & Security: Enhanced Maternity Leave, Group Life Assurance, and Pension Contribution.

· Growth & Connection: Regular career reviews, Referral Bonus schemes, and social events throughout the year.

All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service (DBS) check, references, and receipt of appropriate Right to Work documents.

Nourish is proud to be an equal opportunities employer and we actively seek and embrace differences in thinking, experience, ethnicity, age, gender, faith, personalities, and styles.

Customer Communications Manager