Online Customer Communications Lead

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact. 

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

Job Description

Position purpose:

The purpose of this position is to develop and execute online communication strategies to enhance customer engagement and satisfaction. This role focuses on leveraging digital platforms to deliver consistent, high-quality communication and ensuring a seamless customer experience across all online touchpoints. The role will handle both secure and unsecure messaging aspects for customer communications, including notifications, alerts, emails, and more.

Your mission:

• Develop and implement a strategic online customer communication strategy that aligns with overall customer experience and business goals
• Identify and prioritize communication channels (website, email, social media, mobile, chat) to maximize customer engagement and satisfaction
• Oversee the creation, management, and optimization of digital content, ensuring consistency in brand voice and messaging
• Enhance the customer experience by developing and executing targeted communication campaigns and initiatives
• Monitor and analyse the performance & effectiveness of online communication strategies and campaigns, using metrics and KPIs to drive continuous improvement
• Prepare and present regular reports on communication performance and customer engagement trends
• Work closely with marketing, product, customer service, and IT teams to ensure cohesive communication strategies and seamless execution.
• Stay updated on the latest digital communication trends, tools, and technologies to enhance the company’s online presence

Your background:

• Bachelor’s degree in communications, Marketing, Business or related field
• 7+ years of international experience in digital communications with a strong background in online customer engagement
• Track record of developing and implementing successful online communication strategies
• Experience with CRM platform development and maintenance, including content management systems, social media, and email marketing
• Excellent written and verbal communication skills, with a keen eye for detail and consistency
• Strong analytical skills, with the ability to interpret data and make informed decision.
• Knowledge and experience in managing secure and unsecure messaging for customer communications
• Strong collaboration and interpersonal skills, with the ability to work effectively across departments and regions

Preferred Education

Bachelors - Marketing

Preferred Level of Work Experience

7 - 10 years

Remote Type

Hybrid Remote

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.