Customer Communications Manager

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Customer Communications Manager

Application Deadline: 19 January 2025

Department: Marketing

Employment Type: Permanent - Full Time

Location: Chippenham, Wiltshire

Reporting To: Laura Wildish

Compensation: GBP 45,000 - GBP 48,000 / year

Description

No day will be the same - here are some of the highlights

We have an exciting opportunity for a passionate communication expert to join the Marketing team and lead on the creation of our customer communications. You'll be responsible for leading the delivery of engaging, integrated, omni-channel customer communications and retention activity, including regulatory or mandatory changes.

As Customer Communications Manager, you'll take ownership of all Home and business customer operational and retention communications, creating appealing content that builds trust in our brand and differentiates us from competitors. We put our customers at the heart of everything we do, so this role holds great responsibility. It is also a great opportunity for a passionate writer to work for a business that is World Class and highly inclusive, with a flexible culture.

This role reports into the Marketing Director and is responsible for:

• Developing and implementing effective email & postal campaigns to communicate our regulatory and retention activities for domestic audiences.
• Project managing key communications to ensure our customers always receive fair, accurate and transparent messaging that is personalised to them.
• Working with internal stakeholders to ensure communications are accurate and compliant, as well as delivering business goals.
• Thorough reporting and analysis to ensure that any learnings are planned into next communications.

What you'll need to succeed

We're looking for an individual with excellent copywriting skills - both when it comes to presenting complex information in a straightforward way, and when creating communications and content that grab attention. You'll be happy working independently as managing key stakeholders.

You'll have experience in a similar role, working on the end-to-end customer communication journey, understanding how to create effective campaigns - right message, right channel, right time.

Essentials:

• You should have worked on end-to-end customer communication journeys, understanding how to land the right message at the right time using the most effective channel.
• You'll have excellent copywriting skills, as well as project management skills in multi-functional projects.
• You are highly collaborative and able to manage stakeholders at all levels, as well as being comfortable working independently and having autonomy over workload.
• You will need to be a passionate, driven person with enthusiasm and be comfortable challenging stakeholders, in order to create excellent customer communications.
• Evidenced experience in operational communications across multiple customer touch points.
• Desire to work and learn quickly in a fast paced, fun and dynamic environment.
• Care about doing a great job and exceeding expectations with the quality of what you do.

Desirables:

• Knowledge of and experience in the energy industry.
• Able to design, build and test email journeys.

Benefits you can rely on

Great allowances for hybrid working:
GBP 500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
GBP 500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.

GBP 500 annual development allowance: to spend on your chosen development area, whether that's in your current role, or future roles.

15% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You'll also have the option to buy additional leave, allowing for a better work-life balance.

Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.

See more of our benefits here