Customer Communications Manager

Customer Communications Manager

Leicester / Windsor Flexible UK Locations with FlexFirst hybrid working

Overview

British Gas Business (BGB) is the leading provider of energy to SMEs in the UK and is focused on helping its customers energising a greener, fairer future.

This is brand new role to define our Customer Engagement (Communications) Strategy in BGB.

You will be required to visit some of our key BGB locations including Edinburgh, Leicester and Windsor.

The Role

You will map the current touch points for customer engagement across all platforms (SAP and Ensek) covering communication method, systems (internal and third party), frequency, purpose as well as understanding performance and current customer experience of these touch points.

You will also need to define the midterm customer engagement strategy, considering how this supports the wider customer experience strategy, using insights from teams such as Voice of the Customer to support this.

Creating business cases to support any funding requirements needed to implement the Customer Engagement strategy and will be key.

You will also create a customer engagement scorecard (KPIs) to track performance and identify opportunity for improvement. You will be the customer experience lead for transformational business and industry projects putting the 'customer first'.

Validating customer engagement work requests into the team from business stakeholders as well as regulatory and third-party activity will be part of your role as well as collaborating with Customer Communication Managers to prioritise delivery. You will also seek out opportunities for improvement.

The Person

We would like experience of setting and embedding customer communication strategies ideally in the B2B space, industry does not matter, we are keen to bring new ideas into the team.

You will also have experience in consumer-focused product and communications marketing coupled with delivering customer experience (CX) /change programmes (redesigning customer journeys using data points).

Knowledge of using customer insight and turning it into actionable plans and activities is also useful for this role. You are customer focussed, an influencer and innovator with good analytics experience.