Manager, External Communication Delivery

The Manager, External Communication Delivery is responsible for managing and executing the assembly, editing and delivery of forward-looking technical and operational information to prepare existing customers for technology changes and new technology solutions for CME Group's customer-facing products. This includes content creation and delivery for Customer Notice emails, cmegroup.com, and other customer-facing collateral.  This role advocates for brand standards, CME Group voice & executing the larger customer-facing operational communications strategy, supporting the company's business goals & corporate culture.

Principal Accountabilities:

• Manage the Customer Notice process for multiple, recurring weekly distributions, including composition, copyediting, and coordination of final review approvals. Ensure timely execution and dissemination of clear, concise, and useful copy is coordinated among multiple team members.

• Manage and support content creation and file hosting on cmegroup.com;  including PDF updates; checking digital content for accuracy and brand standards; coordinating content with internal stakeholders and co-owners while researching and applying information architecture and content strategy techniques.

• Distill information from multiple sources and exhibit resourcefulness to complete tasks with minimal supervision.

• Collaborate with tool support teams to ensure accountability and timeliness for all team requests/ JIRA or WorkFront tickets (i.e. contact list uploads, new templates, digital assets, etc).

• Liaison with project teams and customer-facing analysts to support updated/new functionality and product launches; track launch schedules and publish related external customer development launch content.

• Mentor and guide colleagues seeking advisement/assistance on communication best practices, evolving internal processes, and ensure all processes are captured for reuse/training.

• Analyze usage statistics and trends, using those metrics to recommend aligned improvements from a content, design and functionality perspective.

• Regularly liaison with email tool owners to align solutions with stakeholder requests/requirements, ensure Communication team is informed/aware of any tool enhancements, limitations, or resulting impacts to customer-facing notices/list uploads/templates, etc.

Skills and Software Requirements:

• 5+ years relevant experience sending external communication via an email automation tool (SalesForce/Marketing Cloud, XMatters, or other modern mass email distribution tools) required.

• 2+ years managing direct reports or leading a team, including mentoring and providing performance reviews.

• Ability to manage several projects simultaneously and adjust priorities as needs change or when new information becomes available while maintaining content accuracy under deadlines

• Bachelors Degree: English, Communications, Technical Editing or Technical Communication, Journalism, Marketing or similar required.

• Strong attention to detail and experience editing technical customer-facing copy.

• Experience with Content Management Systems and other web-based tools such as AEM, Google Workspace, website design and basic HTML required.

• Knowledge of financial market trading technology (API messaging and services) and trading platform usage, ideally for listed derivatives or cash markets preferred

• Experience using JIRA and Confluence preferred.

• Candidate writing samples required

At CME Group, we embrace our employees' unique experiences and skills to ensure that everyone’s perspectives are acknowledged and valued. As an equal-opportunity employer, we consider all potential employees without regard to any protected characteristic.

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