Customer Experience & Communications Strategy Manager at Sumup

Customer Experience & Communications Strategy Manager (Global Operations) 📍 London 🧩 Department: Global Operations About SumUp We believe in the everyday hero. Those who have the courage to follow their passion and who have the strength and determination to realise their dreams. Small business owners are at the heart of all we do, so we're creating powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a team-first attitude, our diverse teams across Europe, South America and the United States work together to ensure that small business owners can be successful doing what they love. Team Description 🌍 You’ll join Global Operations, a team focused on shaping how millions of merchants experience SumUp beyond the product — especially when they need support. This team sits at the intersection of Customer Experience, Product, AI, Automation, and Marketing, and plays a critical role in scaling high-quality, merchant-first support globally. In this role, you’ll act as the strategic owner of how we communicate with merchants across our entire support ecosystem. From in-product messaging and AI-assisted journeys to proactive education and premium service models, your work will directly influence trust, satisfaction, and long-term loyalty at scale. 🎥 Explore London office! What You’ll Do ✨ • Own and execute the global communication strategy across all support channels, ensuring a clear, consistent, and recognisable SumUp support voice. • Define tone-of-voice and messaging frameworks adopted across global markets and teams. • Lead communication design for in-product support experiences (AI Assistant, Support Tab, notifications, deflection flows). • Optimise the channel mix (chat, email, phone, in-app, push, proactive messaging) to reduce friction and guide merchants to fast resolution. • Build and scale proactive communication programs in partnership with CRM, Product, Marketing, and AI teams. • Define support channel governance, including social support policies, SLAs, and escalation handling. • Measure and improve impact through KPIs (engagement, deflection, resolution, CSAT/NPS), experimentation, and continuous feedback loops. You’ll Be Great for This Role If 🙌 • You bring 4+ years of experience in Product Marketing, Product Management, Customer Experience, Service Design, CRM, or similar strategic roles. • You’ve designed communication or lifecycle strategies across digital channels at scale. • You can translate complex support journeys into clear, merchant-friendly messaging. • You’re comfortable working with data and turning insights into actionable recommendations. • You have excellent written and verbal communication skills, including defining tone-of-voice guidelines. • You thrive in cross-functional environments, partnering closely with Product, Operations, Marketing, and Engineering. Why You Should Join SumUp 💙 🌎 Opportunity to work with a truly global, multicultural team from our central Covent Garden location, wrapped in historic charm and modern flair. This involves an office-first setup 🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced 🚀 Enrolment onto our VSOP program: you will own a stake in SumUp’s future success 🏖 Generous time off: enjoy 28 days of paid leave, plus bank holidays and special leaves 🏥 Health matters: Vitality health cover, including optical and dental 🚗 Life made easier: salary-sacrifice commuter benefits via Gogeta 💼 Financial security: retirement scheme (SumUp matches 7% when you contribute 5%) 🛡 Peace of mind: life insurance from MetLife for 2× your salary 🌴 Break4me: 1-month sabbatical after 3 years of service 🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team At SumUp, we’re on a mission to empower small businesses around the world with simple, affordable tools to help them start, run, and grow. More than 4 million merchants across 36 markets trust us as their financial partner — and we’re just getting started. We’re a global team of 3,000+ people from over 90 nationalities, united by curiosity, collaboration, and care. Our core values and culture shape everything we do, fostering inclusion, learning, and belonging. SumUp is proud to be an Equal Employment Opportunity employer, committed to building a safe, respectful, and diverse workplace where everyone can thrive. 👉 Explore more about our culture on our careers site, or follow us on LinkedIn and Instagram. Job Application Tip We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.