Location: Amsterdam
Hours: Full-time (40 hours)
Contract: 12 Months
Language: English
Our global partner is seeking a Senior Communications Lead to own and elevate all communications across the Order to Cash (O2C) Partner Experience organisation. In this high‑impact individual contributor role, you will shape the end‑to‑end communications operating model-covering strategy, governance, execution, and measurement.
You’ll partner with senior leaders across Finance, Product, Legal, Compliance, FinTech, and Operations to bring clarity during incidents, rollouts, changes, and complex transitions. By improving how and where we communicate, you will directly influence partner trust, operational excellence, and risk reduction across a global ecosystem.
This role is ideal for someone who thrives in complexity, communicates with precision, and enjoys building scalable systems that enable teams to work smarter.
What You’ll Do- Define and evolve the O2C-wide communications and change operating model, including standards, channel strategy, templates, and approval workflows.
- Build and roll out comprehensive communications strategies aligned with partner trust, financial stewardship, and reputational risk.
- Lead high-stakes incident communications end to end, applying severity tiering, routing escalations, and meeting notification SLAs.
- Manage major change communications for platform transitions (e.g., Zendesk → ServiceNow, Asana → Jira), including readiness criteria and adoption tracking.
- Apply ADKAR change principles to help teams land new processes and ways of working.
- Conduct root cause analysis (RCA) for communication issues and integrate findings into CAPA updates to reduce recurrence.
- Improve partner experience with clear, partner‑tested content and proactive incident touchpoints.
- Collaborate with FinTech, Customer Service, Regulatory Complaints, Legal, and Business Units to develop tailored communications that reduce inbound friction.
- Manage communications during outages or financial issues (e.g., payout disruptions, overpayments, underpayments) with defined decision rights and time‑bound updates.
- Lead craft enablement: create training, run deep dives, and support leaders in strengthening communication capabilities.
- Maintain quarterly stakeholder maps, communication plans, and publish outcome reporting (SLAs, time to first comms, PSAT trends, CAPA impact).
- Support sensitive programs (e.g., overpayment recovery) with structured, transparent messaging that balances trust and financial stewardship.
- Contribute to broader Payments Operations projects and ad‑hoc priorities as they arise.
- 6+ years of experience in global internal or operational communications, ideally within complex, fast‑paced environments.
- Strong grounding in project management, stakeholder management, and cross‑functional collaboration.
- Demonstrated experience with incident communications and/or operational change communications.
- Exceptional written and verbal communication skills with executive‑ready clarity.
- Ability to simplify complex topics and operate autonomously under pressure.
- High attention to detail, strong time management, and the ability to connect work across siloed teams.
- Comfortable influencing senior stakeholders without direct authority.
- A proactive, ownership‑driven mindset and a willingness to “roll up your sleeves.”
- Experience with O2C, FinTech, Finance Operations, or Partner/CX communications
- Familiarity with ADKAR or structured change management frameworks
- Experience managing incident communications in regulated environments
- Strong analytical skills with a passion for improving systems and reducing noise
- Competitive salary package
- Hybrid working model with flexibility
- Opportunity to work in a global, high‑impact environment
- Professional development
- Visibility with senior leadership and cross‑functional teams
Ready to build the communications foundation that powers partner trust and operational excellence across a global business? Apply now via our website or reach out to Nick Keizer for more information.
#J-18808-Ljbffr€70000 - €90000 monthly