Job vacancy Head of Internal Communications

About us

Hugo is transforming the future of a continent by re-envisioning the future of its work. We exist to provide BPO excellence to our customers by investing heavily in the very best of African talent. 

African communities currently reap less than 2% of a BPO market worth a staggering $430 billion annually. We are changing this. 

Specialising in digital and AI operations, omnichannel customer support, and trust & safety solutions for some of the world’s largest tech and media companies, we are providing the continent’s university educated youth with the skills necessary to build a meaningful career in the global digital economy. All whilst delivering industry-beating excellence for our clients. 

What you’ll be doing

• As the originator of this role your purpose is to create a more informed and effective organization by bringing to bear internal comms excellence that fosters better alignment, understanding, and engagement across Hugo.
• We are experiencing hyper-growth. In 2023, our headcount tripled and expansion to 5,000 employees is already on the horizon. But the scale-up challenge of keeping colleagues connected and well informed about what is being done across the organization, by whom, why, when, and how is real. Our historic reliance upon 'organic', ad-hoc internal communications will no longer suffice. So, we are looking to you to set the strategy and the pace for an internal communications transformation. 
• You will own our internal communications strategy and oversee its execution. This includes but is not limited to the set up and maintenance of our internal comms infrastructure and channels e.g. our intranet (or similar), town halls, and newsletters; the establishment of internal comms policies, norms, guidelines/guardrails, and associated training of colleagues; partnering with senior leadership to shape strategic comms; and establishing, owning, and driving internal comms success metrics and reporting.

What success in this role looks like

• Short term: establish an internal communications strategy and infrastructure for a global audience scaling to 5000 employees (many of whom are remote)
• Mid-term: hire and develop a lean and top notch team of internal comms pros whilst coaching colleagues to internal communications success
• Long-term: set and achieve a level of internal communications excellence for Hugo that promotes the highest levels of organizational clarity, transparency, understanding, and engagement

conclude our process by arranging for you to speak with potential colleagues informally, allowing for greater insight into our culture, environment and, yes, challenges(!)

What you’ll need to apply

• Experience as a head of internal communications in a high growth startup/scaleup
• Experience of building an internal communications strategy, infrastructure, and team from the ground up
• A high degree of sensitivity to globally diverse, distributed, and remote audiences, with emerging markets experience (preferably African) essential

Our interview process

• Recruiter call: A call from one of our recruiters if we believe your profile looks a strong match for the role, during which we’ll evaluate your fit and discuss Hugo in more detail 
• Deep dive interviews: Typically 3 interview stages designed to probe deeply the extent to which you have the skills, mindset, and behaviors to succeed in the role and at Hugo
• Assessment tasks: During the process we may request that you complete psychometric assessments and/or a presentation and/or task-based exercise
• NB: the output of any assessments you complete is treated as confidential and will be used for the sole purpose of best determining your fit for the role and company
• Meet the team: We