Overview

The Marketing Content Specialist is responsible for developing and optimizing content that supports the entire customer lifecycle - from onboarding and activation to engagement, education, retention, actualization, re-engagement and advocacy. Reporting to the Corporate Communications Manager, this role ensures that lifecycle messaging is cohesive, consistent, and performance-driven across channels and segments.

The position will work closely with the Customer Marketing Campaign Manager to plan, produce, and evaluate content that enhances customer experience, actualization and drives measurable engagement outcomes. This includes crafting educational, support, and promotional content tailored to distinct customer journeys, while maintaining Onyx’s brand voice and aligning with broader communication and business objectives.

Location

Remote UK

Scope

Global

Education

Minimum required: Bachelor’s degree in Marketing, Communications, or Journalism

Span of Control:

Reports to: Corporate Communications Manager

Oversight:  This position has no direct reports  

Roles/ Responsibilities

•  Partner with the Corporate Communications Manager and Customer Marketing Campaign Lead to execute the content strategy for customer lifecycle communications
• Develop compelling written and visual content for customer onboarding, engagement, upsell, retention, and advocacy programs.
• Collaborate with Product, Client Management, and Operations to ensure lifecycle messaging supports user adoption and product value realization.
• Build and maintain content calendars, templates, and messaging frameworks for lifecycle programs.
• Partner with the Campaign Managers optimize email, web, and in-portal content based on performance analytics and A/B testing.
• Ensure consistency in brand voice, tone, and style across customer communications.
• Track, analyze, and report on key lifecycle content metrics such as engagement, retention, and satisfaction.
• Contribute to the evolution of Onyx’s customer experience by identifying content gaps and proposing new storytelling formats or educational assets.

Qualifications

Minimum required:

• 3+ years of experience in marketing communications, lifecycle marketing, or content development
• Demonstrated ability to write and edit content for digital channels (email, web, knowledgebase, in-portal, etc.)
• Strong understanding of customer lifecycle stages and marketing automation workflows
• Experience collaborating cross-functionally to execute campaigns and measure performance

Preferred:

• Experience in B2B Tech and/or hospitality/travel sectors
• Working knowledge of SEO, UX writing, or in-product messaging frameworks
• Working knowledge of the following technologies: Account Engagement, Salesforce, Experience Cloud, WordPress, Jasper AI, PathFactory.

Teamwork/Leadership/interpersonal Skills:

• Excellent communication, storytelling, and time management skills
• Creative, detail-oriented, and data-informed
• Strong collaborator across marketing, product and client-facing teams
• Ability to balance strategic thinking with hands-on content creation
• Open to feedback and passionate about continuous improvement
• Comfortable managing multiple priorities in a fast-paced environment

Organizational Interlocks

• Content Management
• Customer Marketing Campaign Lead
• Client and Support Management
• Product Management
• Marketing Operations and Data Analytics

Physical Demands/  Travel required

Work associated with this position is sedentary in nature and performed indoors at a desk either remotely or in an office setting.

This position is remote.