Customer Communication Project Manager

Join our team as a Customer Communication Project Manager!

Yes, you can! That's our attitude towards our work, ambitions, ideas, and relationships. We at Luminor believe that anyone has the potential to achieve big things and encourage everyone to achieve them, professionally and personally. 

Whoever you are and whatever your role is, with Luminor, you will get a once-in-a-lifetime opportunity to build a local banking champion. We are a collaborative, fast-paced organization where curiosity, ownership, and a willingness to challenge the status quo help us move forward and create meaningful impact.

We see Customer Communication as much more than just content – it changes customer experience in real life!

As a Customer Communication Project Manager, you will play a key role in shaping how Luminor communicates with customers across the Baltics. You will act as the central point connecting multiple stakeholders, ensuring that communication is accurate, customer-friendly, delivered through the right channels, and aligned with both business objectives and regulatory requirements.

This role is ideal for you if you enjoy to shape complexity into structure, can confidently navigate different viewpoints, and see communication not simply as content creation, but as an essential part of the overall customer experience. You will have the opportunity to influence how customers experience Luminor while driving improvements in communication processes, digital journeys, and the use of technology and AI to deliver communication more effectively.

How You Will Make an Impact:

• Lead end-to-end customer communication projects from planning and stakeholder alignment through content creation, delivery, and follow-up

• Coordinate legal, service, regulatory, and commercial customer communications across multiple customer journeys

• Translate complex business, product, and regulatory topics into simple, customer-friendly communication

• Create, edit, and improve customer-facing content in English and Estonian while coordinating localizations across the Baltics

• Manage communication across digital channels, including email, mobile app, website, push notifications, and other customer touchpoints

• Collaborate with Product, Legal, Compliance, Marketing, Customer Experience, UX, and other stakeholders to ensure high-quality customer communication

• Ensure consistency in tone of voice, content quality, and communication standards across all channels

• Manage multiple parallel initiatives, priorities, dependencies, and deadlines in a fast-paced environment

• Monitor communication performance, customer feedback, and insights to continuously improve communication effectiveness

• Drive opportunities to leverage AI and automation to improve content creation, localization, and communication management processes

What Makes You a Great Fit:

• You have at least 3 years of experience in customer communication, digital communication, content management, project management, or a similar field

• You have experience leading projects and coordinating multiple stakeholders from different business areas

• You are an excellent communicator with strong copywriting and editing skills

• You can simplify complex information and present it in a way that customers easily understand

• You have strong stakeholder management skills and are comfortable influencing decisions without formal authority

• You can effectively manage multiple priorities while maintaining a high level of quality and attention to detail

• You have a customer-centric mindset and naturally view communication as part of the broader customer journey

• Experience in Customer Experience (CX), customer journey management, content design, UX writing, email marketing, or digital content management would be considered an advantage

• Experience in banking, fintech, insurance, telecommunications, e-commerce, or another digital service environment would be beneficial

• Fluent English and Estonian are required in spoken and written communication due to working on a Pan-Baltic level. Russian language skills would be considered an advantage

You don’t need to know every tool from day one, but experience with some of the following will help: Salesforce Marketing Cloud · CMS platforms · Jira · Confluence · Figma · Microsoft Copilot / AI agents · prompt engineering

If you naturally put customers at the center, take ownership, and always look for better ways of doing things, we'd love to hear from you.

Why You Will Love Working Here:

• Flexibility. Flexible working hours, Hybrid work, and the possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK (in total 90 days per year)

• International teams. Teams that go outside Pan-Baltic borders, where people value challenging work together with good humor and having fun

• Culture. You’ll be joining a team where things move fast, ideas flow freely, and change is part of the everyday. It’s a dynamic environment that keeps you learning, growing, and never bored

• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more

• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes

• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year

• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states, as well as Health days in case of your absence due to sickness without a doctor's note needed

• Wellbeing. Access to tools and resources that help you feel good and be productive at work and in life

• Professional growth. Internal and external training programs, LinkedIn learning, workshops, conferences, online training, etc

• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor

• Gross salary. 2,800 - 3,600 EUR/month, which is to be determined depending on your level of experience and competencies

The application deadline is the 6th of September. We are looking for a candidate primarily already located within the Baltics. Please apply with your CV in English and PDF format!