Job description
About Achievers
Achievers offers more than just a thank you program. Our employee recognition and rewards software inspires employees to recognize everyone, every day, everywhere. With 4.3 million global users, we empower employees across 190 countries. Visit us at achievers.com to learn more and check out our platform in action. Join our team of A-players who bring passion to our purpose and believe that meaningful change creates extraordinary outcomes — together, we’ll inspire recognition everywhere and achieve results that matter.
Our commitment to you:
At Achievers, we hire you for you because we value the unique perspective and individuality that each person brings to our team. We are committed to creating an inclusive, diverse, and equitable workplace where you belong, and your contributions are celebrated. Together, we achieve more by combining our unique strengths, fostering collaboration, and inspiring each other to reach new heights.
The opportunity:
We are looking for a Communications & PositioningManager to be responsible for owning the governance and execution of all customer and member-facing communications, as well as internal and external operational positioning of the COPs organization.
This role will ensure external messaging is accurate, consistent, compliant, well-timed, and aligned across Product, Customer Success, Support Operations, and Marketing. They will drive award submissions, RFP content, and external/internal storytelling that communicates the value of our operational and service delivery ecosystems.
Who You Are:
- 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.
Responsibilities:
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.
Qualifications:
- 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.
Why you’ll love working at Achievers:
✨ We are passionate about disruptive technology that’s rooted in science, research and data.
✨ We understand the value of employee success in the workplace and have been recognized in numerous publications for our contributions to HR, for technical excellence, and for our outstanding workplace culture!
✨ We foster an environment of connection, security, and community. You’ll feel at home, without reservation.
✨ We believe in moving quickly, failing fast, and adapting to change.
✨ We enjoy coming to work every day because we believe in our product and love our culture.
✨ We’re committed to achieving excellence in everything we do.
Benefits & Perks for permanent full time employees:
💰 Competitive Pay
👶🏼 Parental Leave Top-up
🩺 Health Benefits and Life Insurance Coverage Upon Your First Day
🙌🏼 RRSP Matching
🏖️ Flexible Vacation
🤝🏽 Employee and Family Assistance Program
👩💻 Full access to the LinkedIn Learning Library
🎓 Internal Mentorship Program
👏🏼 Employee-Led Employee Resource Groups
🇨🇦 A beautiful office space located in Liberty Village, Toronto
✨ Participation in our Points-based Employee Recognition Program
📈 Opportunities for professional development and career growth
Our work environment:
Achievers is a hybrid-first company located at 99 Atlantic Ave in Liberty Village, Toronto. Our hybrid work experience is designed to cultivate an engaging employee experience, where pioneering research intersects with cutting-edge technology. We strongly believe that collocating teams increases the chance to innovate together, foster passive learning, create spontaneous connections, and promote better communication.
Achievers does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our HR team. All qualification will be done face-to-face, whether that is in person or over Zoom. Achievers does not send out offers of employment without meeting candidates and does not offer employment via text. If you are requested for any personal information via text and/or without having met a member of our hiring team in person, please disregard.
Our employees are a diverse and inclusive team of passionate, hardworking individuals. Achievers is an equal opportunity employer, committed to creating an environment where our employees can do the best work of their lives. We encourage all qualified candidates from all backgrounds and experiences to apply to join our A-Player family.
Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.
We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications or analyzing resumes. These tools help our recruitment team but never replace decisions made by real people. We believe in a human-first approach to hiring, where your experience, personality, and potential are recognized by people, not algorithms, and where final hiring decisions are made by humans. If you would like more information about how your data is processed, please contact us.
