Customer Communications Manager

Customer Communications Manager

6 Months Contract (Initial)

Windsor/Leicester/London

Remote Working

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

We are happy to be recruiting for one of our high-profile utilities clients. They are currently looking for a Customer Communications Manager to join them for an initial 6-month contract. However, there may be scope for extension.

Key Accountabilities:

• Own the end-to-end development and delivery of customer content and communications for all channels and touchpoints for customer journeys.
• Work with the clients teams to understand communications requirements and lead the development of appropriate communications across a variety of channels - including email, letter, SMS and web * Work with internal or external copywriting resource, as necessary, to develop copy that reflects our tone of voice
• Work with internal teams to develop communications template and execute communication as required through different technologies
• Work with the clients print partner to manage the execution of print communications
• Ensure all communications reflect our brand(s) through visual identity and tone of voice and have behavioural science applied
• Ensure all communications are compliant, working with legal and regs teams as necessary
• Use test & learn approaches to optimise design and performance of communications

Key KPIs:

• NPS
• Customer Engagement
• Performance of communications

Values & behaviours:

• Drives results in a fast-paced changing environment
• Thrives within uncertainty, takes decisive action and learns from mistakes
• Always strives to do better for our customers
• Curious and actively challenges the status quo to deliver better outcomes
• Brings energy to what they do and collaborates for the right result
• Open mindset, hungry for new challenges to meet business needs and develop professionally

Key Stakeholders and Working Relationships:

• Tribe leaders and Product Owners
• Design team
• Tech team
• Brand
• Analytics and Insight teams
• Copywriters
• Print supplier

Knowledge, Skills & Experience

Work Experience & Functional/Technical Skills:

• Customer communications development & delivery
• Use of customer insights, data and testing to refine and optimise communications
• Copywriting experience including tone of voice
• Experience of interpreting brand guidelines in communications
• Experience of developing communications across multiple digital and offline channels
• Experience of working with and delivering through agency partners
• Experience of developing and delivering marketing campaigns is desirable

Location:

This is a predominately remote working role, with a requirement to work from either the clients Windsor, Leicester or London office approximately 1 day per month.

Working hours:

Standard working hours with some flex where required.

If you feel that this is a role that would suit you then please apply today.

If you do not hear from us within 48 hours of your application, please assume that you have been unsuccessful on this occasion.

Pontoon Solutions are an equal opportunities company