Communications Operations Manager, Lisboa
3 semanas atrás
Communications Operations Manager, LisboaClient:Location:Lisboa, Portugal
Job Category:Other
Salary: $66,000 - $73,000 yearly
EU work permit required:Yes
Job Views:5
Posted:14.02.2025
Expiry Date:31.03.2025
Job Description:Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.
Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.
About the Role The Global Communications Manager will take ownership of Gorgias' communication strategy, ensuring that customers (inclusive of free users, leads, prospects, paid customers, and partners) receive consistent, relevant, and timely messaging throughout their journey.
Acting as the strategic filter for the whole Gorgias organisation, you will own the strategy, alignment, and cross-functional collaboration to ensure that the communications delivered by various teams (such as Marketing, Sales, CS, and Partnerships) are aligned with customer needs and business goals. You will take the 1000s of resources created by Gorgias and 10s of goals of the organisation and align them to the customer experience, need and lifecycle.
You will be the linchpin in campaign request management, capacity planning, process optimization, and cross-functional communication. Your focus will be developing a comms strategy for individual communications and sends, and translating that into high-level oversight, ensuring that messaging aligns with the customer lifecycle and business strategy, but will not directly create or design communication assets.
What You'll Do Centralise different departments' outbound content under one strategy (Marketing, CX, Sales, Product, Partnerships) across key channels (email, in-app, chatbots, etc.).Define and lead Gorgias' crisis communication strategy for incidents, outages, and other high-priority situations.Estimate impact and trade-offs of various communication requests to ensure highest impact of our communications (less-is-more).Develop and enforce unified messaging frameworks, templates, and playbooks, to ensure consistency across all touchpoints.Own the quarterly communications calendar, and organize regular communication reviews with key stakeholders to align on goals, track progress, and identify areas for improvement.Ensure all customer-facing messaging supports Gorgias' brand voice and values while aligning with cross-functional business goals.Remove blockers that prevent request completion and regularly communicate outward and upward on the state of the queue and progress towards our goals.What you won't have to do: Build or create the actual design / copy for messages
Metrics You'll Obsess Over: Emailable DatabaseEngagement Rates (Open Rate, Click Rate)SLA on Crisis CommunicationsWho You AreYou have 3+ years of experience in Marketing, RevOps, or related roles within a B2B SaaS environment.
Demonstrated experience in leading cross-functional projects and initiatives, showcasing your strong ability to follow-through, facilitate collaboration and achieve shared objectives.
Excellent analytical skills with the ability to leverage data insights to inform decision-making and drive continuous improvement.
You are proficient in SQL (or willing to learn quickly), and are experienced with Marketing Automation Tools and Platforms.
You have strong synthesis and communication skills, with a focus on clear, proactive communication with stakeholders at all levels.
Intentionally agile individual who is comfortable with speed and an iterative process, continuously refining ideas based on feedback and outcomes.
You have a proven record of driving process improvement initiatives, developing SOPs, and taking ownership of business outcomes.
Benefits include: 22 days of paid leave, paid sick leave, paid parental leave (16 Weeks), MacBook Pro, personal credit card for lunches, 5% bonus for healthcare, €700 for workstation setup, and €2000 for learning materials per year.
Every quarter, we organize an online company-wide summit to discuss where we're going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats
Diversity, Equity, and Inclusion at GorgiasAt Gorgias, we're dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.
We also recognize that individuals from diverse backgrounds—especially women and underrepresented groups—may hesitate to apply if they don't meet every requirement. If this role excites you and you're eager to grow, we strongly encourage you to apply, even if you don't check every box. You might bring something unique and valuable that we didn't even know we needed.
If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at ******** . Let's grow together
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