Customer Communications Manager

Carter Murray
19 May 2017
16 Jun 2017
Neil Cuthbertson
Job Discipline
Marketing (General)
Experience Level
Contract Type
Full Time
Carter Murray have partnered with a leading Finance lender based in fantastic offices in Hampshire.

This role will own and lead customer journey communications strategies across the various stages of the customer lifecycle. This is a critical delivery role that will involve taking input from across the business to identify and deliver communications strategies based on customer and commercial data. The successful candidate will need to work with stakeholders across the business (including operational management, business change, risk and compliance, and the development team), to map the communication strategy and deliver effective communications using the most appropriate media, including letters, email, push notifications and SMS.

You will

* Manage the customer journey communications strategy
* Manage how, when and in what form we communicate with customers
* Setting the strategy to implement the customer communications improvements
* Manage the strategy as it is delivered across the respective channels and stages of the customer journey
* Working with various teams to collate relevant insight and performance data to address challenges surrounding communications
* Work with both the operational and digital businesses to drive continuous improvement across our communications
* Work alongside the operational teams to drive the execution of all changes, improvements and new communications
* Deliver communications which drive the positive evolution of the brand and drives customer behaviour to deliver the most positive customer outcomes
* Work with the Compliance Team to ensure all communication adheres to the relevant rules and guidance, and is in the spirit of relevant regulations
* Lead the development of a range of high quality professional communications materials to support delivery of the key messages

Knowledge and Experience

* Experienced in developing and delivering fully integrated communication programmes
* Experience of evaluating effectiveness of journey customer communications
* Experience in strategic creation, management, development and evaluation of high impacting customer journey/service communications
* Demonstrable experience as a communications leader with a good understanding of the wider communication context
* Proven track record of delivering communications-related tasks in a programme related environment, to tight deadlines, as well as on a BAU basis
* Effective stakeholder relationship management, influencing & negotiation skills, and be-able to demonstrate effective people management skills
* Evidence of strong drafting and proof reading skills
* Communications knowledge and experience, specifically in an omni-channel environment
* Outlook, Word, Excel and PowerPoint
* The ability to assimilate and analyse information quickly and accurately and to handle competing priorities and a challenging workload within a pressurized working environment

A brilliant working culture with excellent career opportunities and remuneration packages are on offer.

SR Group is acting as an Employment Agency in relation to this vacancy.

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