Manager, Customer Communications

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🐊 Florida – Remote

🐊 Florida – Remote

💵 $110k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🗣️ Communications

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International Luxury Hotel Association

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

🤝 B2B

B2B • Travel • Hospitality

International Luxury Hotel Association is a global organization that serves the luxury hotel sector by promoting best practices, sustainability, and innovation in hospitality. It provides resources, networking opportunities, and educational programs to elevate the standard of luxury hospitality worldwide, fostering collaboration among industry stakeholders and encouraging a commitment to excellence.

📋 Description

• Craft engaging and clear copy for diverse platforms such as letters, web pages, emails, landing pages, videos, online campaigns, scripting and customer-facing chatbots. • Ensure communications align with the company’s strategic goals, boost engagement and self-service objectives to foster lifelong customers, and comply with our established brand and style guidelines. • Review and approve all borrower communications to ensure clarity, tone, compliance, and alignment with brand standards. • Recommend revisions to existing communications to ensure unified and consistent content, tone, voice, style and branding across borrower-facing channels. • Develop borrower-facing communication strategies that align with brand voice, business priorities, and customer experience goals. • Collaborate with other business units to improve personalization to meet the objectives for each communication piece and maximize effectiveness. • Analyze customer feedback trends from internal and third parties and recommend enhancements to email clarity, organization, and tone using customer feedback and engagement data. • Build and foster cross functional collaborative relationships with stakeholders from across the organization to drive connection and communication. • Maintain and evolve communication templates and style guides in partnership with brand and legal teams. • Partner with internal teams such as Call Center Operations, Digital & Web, Investor Services, Loan Originations, Corporate Communications, Legal/Compliance and Client Relations to ensure messaging supports operational and strategic objectives.

🎯 Requirements

• Bachelor’s degree in marketing, communications, business, or related field. • 3+ years of professional writing experience, including customer communications, marketing content, or technical writing. • 3+ years leadership and financial/mortgage experience strongly preferred. • 5+ years of proven experience in digital marketing and communications, with increasing levels of responsibility. • Skilled in developing engaging written content for various formats including but not limited to verbiage for letters, emails, chatbot, websites and other customer communications. • Strong grasp of email writing best practices, including familiarity with email software such as Act-On, and A/B testing. • Strong organizational and time management skills, with proven ability to deliver polished work quickly and manage multiple projects simultaneously while meeting deadlines without compromising creativity or quality. • Familiarity with customer communication workflows and comfortable routing drafts to key stakeholders and navigating cross-functional feedback, ensuring timely sign-off and alignment across departments. • Excellent ability to distill technical or operational information into clear customer-facing content. • Experience developing communications strategies for complex, large organizations • Demonstrated ability in writing in different voices, tones, and for varied audiences.

🏖️ Benefits

• medical, dental and vision • up to 3% match on 401(k) contributions • generous paid time off • company-paid life, accident and disability coverage • programs for mental, physical and financial wellness