Customer Communications Lead

The Role

As Customer Communications Lead, you’ll be empowered to make a difference to a range of customers. Your passion for putting the customer at the heart of everything you do, will play a vital role in supporting the delivery of business objectives as the business continues its transformation journey.

Reporting to the head of Customer Experience, you’ll be responsible for developing the businesses customer communication strategy. You’ll ensure they deliver exciting and impactful customer communication campaigns to support their commercial objectives, strengthen customer relationships and enhance and protect the business’s reputation and brand.

You will manage a Marketing Campaign Executive and collaborate with colleagues across the business on a day-to-day basis, in order to create and deliver inclusive and engaging multi-channel Customer Communications campaigns.  

You will be using a variety of insight and evaluation techniques as you will be responsible for continually enhancing the impact and value that effective communication brings to the business.

You’ll work closely with the media, stakeholder engagement, internal comms and brand and content teams to make sure that messages and activities are seamlessly integrated across the organisation and that all functional communication activity aligns with the overall strategy.

Accountabilities

Own the development and delivery of a measurable, insight-led, integrated a customer communication strategy plan –

ensuring it aligns with corporate and strategic objectives, addresses key reputational issues, and meets customer and business needs.

Responsible for the line management of our Campaign lead, providing direction and supporting them in the delivery of customer campaigns

Develop effective and constructive working relationships within Customer, stakeholder, PR, Insight, Brand, and functional areas across the business to ensure the delivery of high-quality,

measurable, effective communication campaigns

Requirements

• Previous experience in communications and/or customer marketing
• Extensive hands-on experience of creating and delivering integrated Customer Communications plans, monitoring and evaluating progress and performance as standard.
• Experience in multi-channel, integrated campaign strategy, planning and delivery including email, social and paid media.
• Experience in managing and leading a team to deliver on objectives.
• Knowledge / experience in delivering behaviour change through effective marketing.
• Experience in agency management – ensuring budgets utilised in the most effective way.
• Excellent influencing, negotiation, and relationship management skills
• Effective project and event management skills
• Adept at turning research and insight into actionable communications opportunities and campaigns.
• Experience managing budgets effectively.

Apply today!!