Customer Communications Specialist

Responsibilities

• Lead customer-facing communications for product updates, feature releases, maintenance windows, pricing changes and service sunsets.
• Develop, maintain and test the Crisis Communications Playbook; act as primary responder during incidents to deliver transparent, empathetic and factual messages.
• Monitor customer sentiment across support channels and public forums; proactively address reputation risks and negative feedback.
• Own audience segmentation strategies to target messages by usage, market segment and customer profile.
• Administer communications platforms, ensure data hygiene and integration with CRM/tech stack.
• Translate technical product changes into clear, customer-centric messaging and actionable guidance.
• Define and report on communication KPIs (open rates, CTRs, adoption, churn impact) to leadership.

Requirements

• 3+ years relevant experience
• Hands-on crisis communications
• Strong written English
• Platform administration (HubSpot/Customer.io/Intercom)
• CRM familiarity (Salesforce or similar)
• Data-driven decision making
• Project management skills
• Experience in B2B SaaS or related sectors

Preferred Qualifications

• Experience in commodities, energy or logistics markets
• Background in product marketing or customer success
• Degree in Communications, Marketing or related field
• Familiarity with analytics tools and campaign measurement
• Multilingual abilities (advantageous)

Benefits

• Competitive salary and benefits package
• Hybrid working arrangement based in Dubai
• Professional development and learning opportunities
• Inclusive, collaborative company culture

About the Company

Kpler provides intelligence and data solutions for commodities, energy and maritime markets. Founded in 2014, the company combines proprietary data and expert analysis to help organizations make informed decisions. Kpler employs a diverse global team and focuses on delivering user-friendly platforms that transform complex trade information into actionable insights. The company values decisiveness, collaboration and a customer-first mindset.