Achievers3mo ago

Communications & Positioning Manager

Toronto · TorontoFull-time permanentmid

OtherCommunications & Positioning Manager

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Quick Summary

Overview

We are looking for a Communications & Positioning Manager to own the governance and execution of all customer and member-facing communications,

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OtherCommunications & Positioning Manager

We are looking for a Communications & Positioning Manager to own the governance and execution of all customer and member-facing communications, as well as internal and external operational positioning of the COPs organization. You’ll lead award submissions, develop RFP content, and craft narratives that showcase the value, scale, and impact of our operational and service delivery ecosystems. This is a highly visible role where strategic thinking, sharp messaging, and storytelling come together to influence how our work is understood and celebrated across the business and beyond.

This role ensures external messaging is accurate, consistent, compliant, well-timed, and aligned across Product, Customer Success, Support Operations, and Marketing.

Customer Communications Governance & Execution:

Own communications governance model including calendars, sequencing, delivery format (emails vs in-platform), approvals, and templates.

Lead coordination with Marketing’s Lifecycle & ABM teams to map and align customer messaging across all channels.

Partner with Product to coordinate scheduling and execution of in-platform communications where applicable.

Draft, refine, and quality-check all customer-facing communications delivered from Services Operations.

Ensure communications are timely, accurate, on-brand, and compliant with regulatory and tone standards.

Maintain customer communication repositories, templates, guidelines, and best practices.

Customer Organization Positioning & Narrative:

Own the internal and external operational message for Customer Operations across RFPs, external awards, partnership materials, and industry submissions.

Maintain and optimize Loop content for accuracy related to operational excellence, processes, and capabilities.

Develop polished content that articulates the value, maturity, and uniqueness of our organization, and partner with Sales, PMM, and Strategic Operations to embed this narrative into go-to-market motions.

Additional Execution & Operational Support Functions:

Manage customer contact segments as well as internal distribution lists, comms channels, and operational infrastructure essential for delivering accurate communications.

Build dashboards or reporting views in partnership with BI and/or Data Teams to measure comms performance.

Identify and implement process improvements that raise clarity and reduce friction for customer-facing teams.

4-6+ years of experience in customer communications, content strategy, program management, operations or similar SaaS operational roles.

Exceptional writing, editing, and narrative development skills.

Strong cross-functional collaboration experience, especially with Marketing, Customer Success, Product, and Operational teams.

Demonstrated ability to manage complex workflows.

Highly organized, governance-oriented, and comfortable owning a centralized communications function.

Experience with tools such as Salesforce, Catalyst/Gainsight, Loopio, and project management systems, etc.

Someone who thrives in fast-paced, cross-functional environments, and enjoys being the connective tissue between teams.

Confident in driving outcomes through influence, process, and excellence.

Highly organized and detail-oriented with an eye for potential gaps, risks, and misalignment.

Values consistency and quality, but is pragmatic enough to ensure work keeps moving forward

Someone with a strong sense of narrative and understanding of how operational excellence can be communicated simply and compellingly

Proactive, resourceful, and motivated by making experiences clearer and smoother for customers and internal teams.

Listing Details

Posted: December 31, 2025
First seen: March 26, 2026
Last seen: April 23, 2026

Posting Health

Days active: 27
Repost count: 0
Trust Level: 33%
Scored at: April 23, 2026

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Achievers

lever

Achievers is a leading employee recognition and rewards platform that drives engagement and retention by integrating recognition seamlessly into the workplace.

Employees

350

Founded

2002

Domain

Jobs

External application · ~5 min on Achievers's site

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