Customer & Communications Specialist

Role:
Customer Base & Communications Specialist

Contract: Permanent

Location: Hybrid – Dublin HQ

Salary: 45K (experience dependent) + benefits. 29 days holiday – competitive benefits package including health insurance including spouses and dependents, pension and bonus contributions.

Level Health is Ireland’s newest & fastest growing health insurance provider, launched in 2024 to redefine the health insurance landscape.

We’re building something different - delivering faster access to care, real value, and customer service that puts people first. In an industry often defined by complexity, we are the antidote - bringing clarity, simplicity, and a relentless focus on what really matters.

Backed by Aviva, we combine the credibility of an established insurer with the speed and ambition of a challenger brand. We’re scaling quickly and reshaping expectations, making this an exciting time to join a fast-growing team with a big mission. This is your opportunity to join a high-growth, early-stage business backed by experienced entrepreneurs and innovators.

As we continue to scale, we are now recruiting for a Customer Base & Communications Specialist to play a key role in shaping and optimising how we communicate with our customers throughout their lifecycle.

Reporting to the Head of Marketing and Customer Experience
, this role sits at the heart of our customer strategy - ensuring that every communication is clear, compliant, on-brand and designed to drive engagement, satisfaction and retention.

If you are detail-oriented, creative, customer-focused and comfortable working with CRM systems and lifecycle journeys, we’d love to hear from you.

The Customer Base & Communications Specialist will be responsible for the management and optimisation of:

• Our full customer documentation portfolio
• Our lifecycle communications programme (email, Whats App, in-app and service communications)
• Customer base management initiatives designed to improve engagement, retention and lifetime value

Customer documentation management

• Owning and managing the end-to-end documentation portfolio including policy documents, product updates, regulatory communications and customer letters
• Ensuring all documentation is accurate, compliant, up to date and aligned with brand tone of voice
• Working cross-functionally with Compliance, Operations, Product and Commercial teams to implement updates efficiently
• Driving continuous improvement in document clarity, structure and usability to enhance the customer experience
• Managing version control and documentation governance processes

Lifecycle communications & CRM

• Developing and optimising customer lifecycle journeys across onboarding, engagement, renewal and retention
• Building and deploying segmented communications across email, Whats App, SMS and in-app channels using CRM platforms
• Working with internal stakeholders to identify trigger-based and rules-based communication opportunities
• Supporting the implementation and optimisation of automated customer journeys
• Ensuring communications are personalised, timely and aligned to customer behaviour and needs
• Maintaining a strong test-and-learn culture, including A/B testing and continuous optimisation

Customer base management & retention

• Supporting retention campaigns aligned to renewal cycles and key business moments
• Monitoring churn, renewal and engagement metrics to identify risks and opportunities
• Developing targeted win-back or at-risk customer initiatives
• Working with the Heads of Sales & Marketing to define and track retention KPIs
• Delivering clear and actionable reporting on lifecycle and retention performance

Analytics & optimisation

• Defining and tracking key CRM and lifecycle performance metrics (open rates, CTR, conversion, retention uplift, etc.)
• Using data and insights to refine segmentation strategies and messaging
• Ensuring accurate tagging, tracking and reporting of campaigns
• Identifying opportunities to improve first-party data capture and utilisation

You will be joining a high-growth, ambitious business at an exciting stage of development.

In our environment:

• You will have real ownership and…