Customer Communications Lead

About the role

Jeeny is seeking a Customer Communications Lead to own and orchestrate all rider and driver messaging across channels. You will bring structure to competing communication needs, set prioritisation rules, and ensure the right message reaches the right customer at the right time.

Key responsibilities

• Maintain a communications register that records every message, its audience, purpose, ownership, timing, and success metrics.
• Govern communications across teams, establishing frequency caps, suppression rules, priority, eligibility and exit criteria.
• Arbitrate competing sends, deciding which message wins in contested moments and documenting rationale.
• Design and run an A/B testing programme, keeping a test register to avoid audience overlap.
• Define KPIs for each message and collaborate with data and engineering to fill measurement gaps.
• Translate experiment results into documented content standards for brand and content teams.
• Partner with data science to feed outcome data, guardrails and business rules into the automated decision‑making engine.
• Chair a regular planning forum to approve, defer or reject intended sends from various teams.

Required profile

• 3‑5 years of experience in CRM operations, lifecycle marketing, marketing automation or campaign management, preferably in technology or consumer internet.
• Proven ability to govern message volume across multiple internal stakeholders.
• Hands‑on experience with a customer engagement platform such as CleverTap, Braze, Iterable or Salesforce Marketing Cloud.
• Strong understanding of experimentation design, sample sizing, significance testing and disciplined result analysis.
• Experience handling operational and crisis communications with clear escalation rules.
• Ability to write data specifications and hold technical conversations with data and engineering teams.

Required skills

• CleverTap
• Braze
• Iterable
• Salesforce Marketing Cloud
• SQL

What we offer

• Opportunity to collaborate with talented individuals while expanding your skill set.
• Environment that encourages ownership and delivery of excellent outcomes daily.
• Health benefits and insurance.
• Flexible working hours.