Description:
Who are we:
We’re a national lifestyle brand known for our focus on wellness, community, and service excellence. With a strong digital and in-person presence, we’re committed to creating meaningful experiences for our members through thoughtful, timely communication.
Who are we looking for:
We’re looking for a senior communications professional with solid experience in customer experience, internal comms, and crisis communication.
You’ll lead how we talk to our members—whether it’s day-to-day updates, service changes, or unexpected issues. You’re structured, strategic, and calm under pressure. You know how to craft clear messaging, manage stakeholders, and build trust through every touchpoint.
What will you do:
Proactive & Reactive Member Communication
Develop and implement end-to-end member communication strategies—both proactive (e.g. price changes, legal notices, general updates) and reactive (e.g. service disruptions, policy changes).
Manage segmented communications to ensure relevant, timely, and compliant messaging across multiple platforms.
Monitor and update a communications calendar that aligns with business priorities and operational capacity.
Crisis Communications & Escalation Handling
Lead the coordination and execution of communication during business disruptions or emergencies, ensuring speed, clarity, and alignment across all touchpoints.
Partner with key stakeholders to manage sensitive or high-profile escalations, including those raised through consumer bodies.
Support the Head of Customer Experience in developing and implementing service recovery messaging and response protocols.
Internal Communication & Stakeholder Engagement
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