Customer Experience & Communications Strategy Manager
London, England, United Kingdom · Project Management
Customer Experience & Communications Strategy Manager (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.
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.
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.
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.