Customer Communications & Community Building Specialist

The Communications & Community Building Specialist is the direct voice from Wooqer to its customers and users. This role owns how Wooqer speaks to the people who use it — product updates, feature announcements, company news, solution updates, industry insights, demo days, and cohort-specific campaigns spanning feature awareness, celebration, re-engagement, and onboarding nurture.

This is not marketing. This is operational engagement, driven by adoption data and customer lifecycle stage. The goal is to keep every customer's internal champion armed with reasons to believe the relationship is strong, and every user aware of what Wooqer can do for them that they haven't tried yet.

By owning the communications engine end-to-end — planning, writing, segmenting, sending, measuring, and iterating — and by building the community rituals that turn customers into advocates (LFTG events, demo days, celebration campaigns), this role strengthens adoption, retention, and the wider Wooqer ecosystem. This is a build-and-scale opportunity for someone who enjoys creating repeatable systems from the ground up and running them with discipline.

What you'll own:

End-to-end ownership of how Wooqer talks to customers and users — planning, writing,

segmenting, sending, measuring, and iterating.

● Monthly campaign calendar. Built from the product roadmap, adoption data, lifecycle

stages, and customer cohorts. Reviewed weekly with the COP Lead.

● Campaign execution. Cohort-specific campaigns — onboarding nurture, re-engagement, feature awareness, celebration, and at-risk recovery. Own the copy, segmentation, sending, and tracking.

● Product & feature updates. In-app messages, email announcements, and release notes for customers — coordinated with Product on every drop.

● Customer newsletter. Monthly cadence covering industry insights, customer stories, what's new, and what's coming.

● Event comms. Demo days and LFTG (Lessons from the Ground) webinars — invite, remind, follow up, send recordings, and route leads to AMs.

● Content library. Templates, copy banks, segment definitions, and send-time playbooks. Everything reusable — nothing rebuilt from scratch.

● Product feedback loop. Surface signals from campaign responses and support data - cleaned, summarised, and routed to the COP Lead.

Requirements (must-haves):

● 2+ years in lifecycle / customer communications, CRM marketing, customer engagement, or comparable operational comms — ideally for a SaaS product or a large distributed/frontline user base.

● Strong writing across formats and audiences — able to make in-app nudges, emails, and newsletters clear and compelling for everyone from frontline Users to internal AMs.

● Segmentation and lifecycle thinking — comfortable turning adoption data and lifecycle stage into the right message to the right cohort at the right time.

● A data habit — sets up and reads open / click / response and funnel metrics, and iterates campaigns on the evidence, not instinct.

● Operational discipline — builds calendars, runbooks, and SOPs, and ships on a repeatable cadence without dropping details.

● Event execution — can run a webinar or demo day end-to-end: invite, dry-run, day-of production, recording, and follow-up.

● Enough product aptitude to explain features to every persona and coordinate cleanly with Product on releases.

● Comfort building a brand-new function from a v1, at scale, in a fast-moving environment.

Nice to have:

● Built a customer communications or lifecycle engine from scratch before.

● Community- or event-building experience (for LFTG and demo days).

● A marketer's instinct for making announcements land and driving engagement — without letting it drift into pure marketing.

● Familiarity with CRM / marketing-automation and in-app messaging tooling.

What good looks like in 90 days:

● Communications engine live. At least a second campaign shipped end-to-end — a different cohort and objective from the first — with open / click / response metrics captured and a one-page learnings note. Morning briefings run on autopilot, without the COP Lead reviewing each one.

● Events off the ground. The first LFTG scoped and then delivered — story, speaker, and date locked; invite, dry-run, day-of production, recording, and follow-up done; attendee list routed back to AMs.

● Content library v1. Three campaign templates, the briefing template, the training- calendar template, and the LFTG runbook — all live and reusable.

● Certification funnel tracking. Enrolled / active / certified tracking set up, running on a weekly review cadence.

● The rhythm is locked. A 30-day comms & ops calendar published on one page — every campaign, training, LFTG, and reporting cycle visible — with SOPs written for every cadence, a completed 60-day retrospective, and the weekly review with the COP Lead running.

Success Metrics (First 12 Months):

● Every planned campaign shipped on cadence, each measured and iterated.

● Improvement in feature-awareness and adoption metrics across targeted cohorts.

● Re-engagement and at-risk recovery campaigns show measurable reactivation.

● Healthy and improving engagement rates across newsletters, announcements, and in-

app messages.

● LFTG and demo-day cadence established, with attendee lists and qualified leads routed to AMs.

● Content library adopted — campaigns assembled from templates, not rebuilt from scratch.

● Certification funnel (enrolled / active / certified) trending up on the weekly review.

● Product feedback from comms and support consistently summarised and routed to the COP Lead.