Global Communications Manager

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

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. You 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.

• Removing 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 Database

• Messages per User over a Time Period

• Engagement Rates (Open Rate, Click Rate)

• SLA on Crisis Communications

Who You Are

• You 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.

Perks and Benefits

• 🏖️ 5-week vacation plus 2 weeks RTT

• 🤕 Paid sick leave

• 🌏 6 weeks full remote/year

• 🧸 Paid parental leave (16 weeks)

• 🚊50% of public transportation reimbursed

• 🍽️ Personal credit card to buy lu