Senior Customer Communications & Marketing Manager - Base

Customer Communications Manager

Focus on the strategy, creative, and execution of customer communications for our existing customer base, optimizing the customer journey, reducing churn, and ensuring regulatory communications are clear, compliant, and effective. Work in cross-functional squads to deliver business outcomes.

Main Responsibilities

• Develop and deliver customer journey communications that drive engagement and satisfaction across all touchpoints.
• Identify and implement initiatives to reduce customer churn, using data-driven insights and customer feedback.
• Harness research, analytics, and a test and learn approach to build understanding of our customer base to help develop relevant and targeted comms.
• Ensure all regulatory communications are timely, accurate, and fully compliant, collaborating with the Communications & Stakeholder Engagement team and others as appropriate.
• Collaborate with cross-functional squads to align communications with product launches, service updates, and commercial priorities.
• Focus on key metrics related to retention, churn, customer satisfaction, and regulatory compliance.

Knowledge, Skills & Experience

Knowledge:

• At least 5+ years experience in customer communications and marketing, ideally within telecoms or utilities.
• Strong understanding of regulatory requirements and customer lifecycle management.
• Knowledge of agile working a bonus.

Skills:

• Strong communications skills including copywriting
• Data-driven approach to decision-making.
• Excellent stakeholder management.
• Strong cross-functional collaboration skills.

Experience:

• Proven track record in customer communications.
• Experience using analytics to inform strategy.

Behaviours / Values Fit:

• Pragmatic team player who is adept at working in cross-functional squads.
• Focused on delivering for customers and colleagues.
• Open to new ideas and able to work at pace.