Product Communications Manager

ABOUT ROLE

Reporting into the leader of Customer Success, you will be responsible for developing and executing communication strategies for product notifications, updates, and changes across the company's products and services. This role requires close collaboration with product management, engineering, marketing, and customer support teams to ensure accurate, timely, and effective communication to both internal and external stakeholders. This role is crucial in ensuring that customers are well-informed about product updates and changes, ultimately contributing to a positive user experience and increased customer satisfaction.

ROLES & RESPONSIBILITIES

• Develop and implement communication plans for product notifications, updates, and changes while being responsive and agile.
• Create clear, concise, and engaging content for various communication channels, including email, in-app messages, push notifications, and various Google chat product and customer facing channels.
• Collaborate with product management, operations and engineering teams to understand product roadmaps, features, and changes as well as critical updates including general product information, enhancements, data delays/releases/reprocessing, exclusions, etc.
• Coordinate with marketing and customer success and support teams to align messaging and ensure a consistent customer experience.
• Analyze the effectiveness of communication strategies and make data-driven decisions to optimize future notifications.
• Manage the product notification calendar and ensure timely delivery of communications.
• Stay up-to-date with industry trends and best practices in product communication and user engagement.
• Support communications strategies to ensure that clients are provided with accurate and timely information.
• Ensure that content on Nielsen client-facing websites (Nielsen Portal, Libraries, etc.) is up-to-date with files, schedules, methodology documents, etc.
• Work across business units and with a diverse group of stakeholders in different geographies and time zones.
• Gain subject matter expertise in customer pain points and deliver solutions to help ensure transparency and on-going proactive communications.
• Track email best practices and industry trends; make recommendations to help deliver proactive communications to our clients.
• While typical work days are Monday-Friday, you must be available on assigned evenings and weekends to handle unplanned product notification needs.

SKILLS REQUIRED

• Bachelor’s degree in communications, marketing or journalism.
• 3-5 years’ work experience in product communication or content creation.
• Experience with email marketing platforms and content management systems.
• Experience with A/B testing.
• Technical acumen with the ability to translate complex, technical topics into simple and transparent messages.
• Knowledge of user engagement and retention strategies.
• Excellent organization, project management, communication and problem solving skills.
• Strong relationship skills capable of developing, maintaining and growing internal and external strategic relationships across partners and functions
• Existing knowledge of Nielsen products and services is a plus, with the ability to learn our in-house tools quickly.
• Flexibility over the weekends.
• Weekdays: 12:30 PM IST to 9:30 PM IST (3:00 AM ET to 12:00 PM ET)
• Weekends: 6:30 PM IST to 10:30 PM IST (9:00 AM ET to 1:00 PM ET)

ABOUT NIELSEN

As a part of our Customer Experience team at Nielsen, you will play a critical role in ensuring

customer satisfaction by helping our customers utilize Nielsen’s products and services to achieve

their goals. Your primary responsibility will be to build trust with customers and provide

exceptional customer experiences that result in business growth and high customer satisfaction.