Senior Manager, Content

Intercom; London; Hybrid; GBP 50,000 - 90,000

Job description

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

Intercom is looking for a Senior Manager, Content to lead our content marketing team. You’ll shape and execute a high-impact content strategy that fuels demand generation, strengthens brand authority, and drives sales enablement. This is a strategic leadership role for someone to lead a modern, distribution-first content program that is deeply audience-centric, establishes thought leadership, and delivers measurable business impact.

This is an AI-first era of customer service, and you’ll be at the forefront of shaping the conversation. You will lead a team of content professionals (both internal reports and contractors), collaborating with our Demand Generation, Sales, and Product Marketing teams to create high-performing content that engages decision-makers and drives action.

What will I be doing?

As Senior Manager, Content, you’ll own Intercom’s content marketing strategy, ensuring that our thought leadership, educational resources, and sales enablement materials make an impact. Your key responsibilities include:

• Develop and execute an audience-first content strategy that fuels pipeline growth, brand preference, and sales enablement.
• Oversee multi-channel content execution, ensuring consistency across key formats (e.g. reports, guides, blogs, newsletter, video, microsites).
• Drive an editorial vision that balances big-picture storytelling with data-driven execution.

Thought Leadership & Brand Positioning

• Elevate Intercom’s thought leadership in AI-driven customer service, creating compelling content that differentiates us from competitors.
• Create pillar content (e.g., industry reports, executive insights, webinars) that supports demand generation and deepens customer engagement.
• Collaborate with Product Marketing to publish competitive analysis content, showcasing Intercom’s unique advantages in AI-CX.

Sales Enablement & Demand Generation Alignment

• Partner with Demand Gen to create content that drives qualified pipeline growth.
• Develop sales enablement materials (one-pagers, pitch decks, objection-handling guides) that support the sales team.
• Measure content performance and impact on revenue, tracking engagement, lead generation, and influence on pipeline.
• Lead, mentor, and grow a high-performing content team (full-time, contractors, freelancers).
• Work cross-functionally with Marketing, Product, and Sales to align content with business goals.

Champion a culture of experimentation, using AI tools to accelerate workflows and content innovation.

What skills do I need?

We’re looking for a strategic content leader who can balance high-level vision with hands-on execution. You should have:

• 6+ years of experience in B2B content leadership (SaaS or AI-driven product experience preferred).
• Proven ability to drive demand and influence decision-makers through compelling content.
• Exceptional storytelling and editorial skills, with the ability to create engaging and high-impact content.
• Strong understanding of content distribution (SEO, social, email, thought leadership, demand gen alignment).
• Experience managing a content team (both FTEs and external contractors/freelancers).
• Data-driven mindset, using analytics to optimize content strategy and measure impact on pipeline. Tech fluency & AI literacy—you should be comfortable translating complex AI concepts into accessible, engaging content.
• Experience in AI, automation, or customer service technology.
• Expertise inorganic content strategy & SEO best practices.
• Familiarity with competitive positioning content.
• Strong background in multimedia content (video, podcasts, social storytelling).

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.