Role Summary
As the Marketing & Communications Manager, you will own Send's end-to-end marketing and communications strategy across the funnel (awareness consideration activation retention loyalty advocacy/referral). You'll lead campaign planning and messaging, coordinate across channel owners, and protect Send's brand narrative, reputation, and communication standards across all touchpoints.
This is a strategic + hands-on role at the start. You'll build the foundation, set the direction, and executethen scale the function with specialists over time.
Key Responsibilities
- Own Send's end-to-end marketing and communications strategy across the funnel (awareness consideration activation retention loyalty advocacy/referral).
- Define and protect the brand story, positioning, tone of voice, and key messaging; ensure consistency across all channels (web, app, social, CRM, PR, KOLs, OOH, offline).
- Plan and oversee key campaigns (launch, acquisition, reactivation, anti-churn, loyalty/referral) with clear briefs, timelines, and success metrics.
- Lead and coordinate channel owners (social, content/SEO, performance, CRM, creative, offline) to deliver aligned execution on time.
- Own PR and crisis communications: press releases, FAQs/Q&A, official statements, sensitive replies, and reputation management.
- Review and sign off major external communications and high-impact assets (key messages, decks, PR/KOL content).
- Use cross-channel performance data to recommend what to stop, start, or scale, and drive continuous improvement.
Requirements
- 58 years in marketing, communications, brand, or integrated campaigns (start-up experience is a plus).
- Strong writing and messaging skills: able to craft clear narratives, CTAs, and stakeholder communications.
- Experience planning and managing multi-channel campaigns (online + offline).
- Comfortable working with cross-functional teams and managing multiple deadlines in a lean environment.
- Ability to interpret data and turn insights into actionable improvements.
- PR and crisis communications experience.
What Success Looks Like (First 90 Days) + Working Style
- Show strong passion for Send's mission, with resilience, a positive mindset, and a solutions-first attitude under pressure.
- Be a positive influence to the teamable to lead, mentor, and align stakeholders across functions.
- Put in place a clear messaging framework and brand voice guidelines that the whole team can follow.
- Establish clear marketing strategy and priorities aligned to business objectives (funnel goals, key campaigns, core messages).
- Run effective brainstorms and turn ideas into executable plans, not just concepts.
- Implement clear workflows and key processes (briefing, approvals, campaign planning, reporting, comms escalation) so the team moves faster with fewer mistakes.
- Take strong ownership of high-impact tasks and unblock issues quickly; comfortable wearing multiple hats in a lean start-up.
- Operate at a fast pace and resolve problems quickly with practical trade-offs and clear decisions.
- Demonstrate a creative and innovative mindset, improving campaigns and comms through new angles, formats, and experiments.
- Build a repeatable rhythm of measurement and improvement (regular channel updates, insights, and stop/start/scale recommendations).
