Customer Communications Manager

Ohme is on a mission to accelerate the global transition to clean, affordable energy. We do that by serving as an integrated hardware and software smart-grid platform, focused on the residential EV charging market.

The worlds of energy, transport and artificial intelligence are colliding and Ohme is at the heart of this new era. By using technology and data integrations to connect cars, chargers, people, energy providers and more, Ohme has a powerful platform that puts the consumer at the core.

Ohme has been selling its chargers to consumers since mid 2019 and has had exponential growth since. We are now operating in multiple countries and have partnerships with the likes of VW, Mercedes, Octopus Energy, and other innovative brands.

We are scaling up the business and are building out the team for rapid growth. If you’re interested joining a fast-growing cleantech venture on a data and AI-first journey to speed up the global transition to clean, affordable energy, read on!

We are looking for a talented and creative Customer Communications Manager. This is a brand-new role at Ohme, sitting at the heart of Customer Operations. You’ll build this function from the ground up – owning the language, tone and communications culture of our customer-facing team, and going beyond it: driving customer advocacy, retention and commercial value through the quality and intent of every communication we send.

Responsibilities

Agent language & communications culture

• Define and own the tone, language and communications standards across all agent interactions – chat, email, phone and tickets
• Build and maintain an agent communications playbook: templates, scripts, tone guidance and escalation language
• Work with Team Leads and the Customer Operations Manager to embed standards into agent training, onboarding and quality frameworks
• Regularly audit interactions to identify language trends, gaps and coaching opportunities

Customer response & reputation

• Manage customer-facing responses across review and social platforms (Trustpilot, Google, social channels) – ensuring every reply is on-brand, empathetic and builds trust
• Develop a clear framework for handling negative posts, complaints and reputational moments publicly, ensuring responses are empathetic, consistent and appropriate
• Monitor public sentiment and report on patterns in customer feedback that can inform product, operations and service improvements

Advocacy, retention & commercial communications

• Develop and own customer communications that actively drive advocacy – from post-purchase messaging and review prompts to referral nudges and loyalty touchpoints
• Design retention-focused communications – identifying the right moments to re-engage customers, prevent churn and communicate the value of staying with Ohme
• Support upgrade and renewal campaigns – crafting messaging that connects product value to customer need and drives action at the right moment in the customer journey
• Use customer data and behavioural insight to identify the right audiences, moments and messages – measuring impact and continuously improving commercial outcomes

Help centre, self-serve & AI content

• Own the strategy and content of our help centre and self-serve knowledge base – accurate, clear and regularly reviewed
• Lead AI-ready content development – optimising articles, FAQs and conversational flows so our AI tools surface the right answer at the right moment
• Translate complex technical information into clear, customer-friendly language
• Use data and contact driver analysis to identify content gaps, reduce avoidable contacts and fix communications causing friction

Who you are

• A natural communicator and creative thinker – you instinctively adapt tone whether writing for a frustrated customer, a social media follower or a first-time EV driver
• A self-starter who thrives without a blueprint – you’re energised by building something new, comfortable with ambiguity and don’t need to be told what to do next
• Proactive and commercially minded – you see every customer communication as an opportunity to build loyalty, drive action or strengthen the relationship
• Collaborative and confident – you bring stakeholders along on a communications vision and hold the line on quality
• Data-driven at your core – you use CSAT scores, deflection rates and content analytics to measure impact and identify where to focus next

Required Experience

• 4–7 years’ experience in a content, communications or CX writing role within customer operations, SaaS or consumer tech, with a portfolio showing range across channels
• Proven experience developing tone of voice guidelines or communications frameworks adopted at scale
• Hands-on experience with CMS platforms (e.g. Webflow, WordPress), AI/chatbot tools (e.g. Intercom, Zendesk AI) and a solid understanding of SEO

Nice to haves

• Experience or knowledge of the EV or clean energy industry
• Previous experience working in a startup or scale-up environment
• Demonstrable experience using GA4 or Google Analytics to track and analyse content performance – you know how to read the data, draw the right conclusions and use it to make a clear case for change
• Experience with data visualisation or reporting tools such as Looker or Zendesk Explore

• Competitive salary and bonus
• London Office - 3 days a week in the office
• Private Health Insurance
• Pension Scheme
• Life Assurance Scheme with death in service benefit of 4x salary
• Income Protection Scheme for long term illness
• Ride to Work Scheme
• Payroll Giving Scheme
• Season Ticket Loan to spread cost of travel over 12 months
• Eye Test every 2 years