Head of Customer Communications & Marketing
TalkTalk’s vision is to be the most recommended Wi‑Fi provider in the UK by 2028 with a growing, profitable base. Success requires that we simplify what we do, who we do it with, and reduce the cost of how we do it.
TalkTalk is the uncomplicated way to get excellent in‑home Wi‑Fi coverage, we stand out from the crowd by offering intelligent but simple products that work perfectly first‑time, without fuss or incomprehensible jargon, and for any help our customer service is the best in the industry.
Our aim is to deliver simplified & customer delighting Wi‑Fi products and a more digital customer & employee experience. This is enabled by a technology platform that leverages data to drive innovation, decision‑making, and automation, ultimately providing a more cost‑efficient service for our customers.
Role Purpose
A new role to lead our reshaped customer communications & marketing team, delivering a new approach in the way we talk to and help to acquire our customers. Reporting to the Director of Corporate Affairs & Marketing, the role-holder will have a unique chance to help to drive the ongoing repositioning of the business as we continue our transformation journey.
Main Responsibilities
* Lead a unified customer communications and marketing team to help drive our commercial goals
* Manage a small team of in‑house marketing professional and external specialists to deliver end‑to‑end customer communications and marketing to meet business priorities
* Deliver cross‑channel CRM strategies against KPIs including customer retention, loyalty and acquisition targets
* Deliver performance marketing campaigns to drive customer acquisition and optimise conversion rates.
* Oversee and deliver our customer relationship management strategy to enhance customer retention and maximise customer lifetime value.
* Develop our customer contact strategy, working closely with the Commercial and Data teams to ensure our CRM is based on actionable insight based on defined cohorts
* Create campaign briefs which deliver targeted, measurable campaigns that deliver on our CRM strategy; a combination of triggered activity and stand‑alone activities focused on various channels
* Focus on integrating our digital and print communications with those delivered by our extended agent workforce to ensure alignment
* Work closely with the Head of Brand & Digital Marketing to ensure cross‑channel alignment and brand consistency
* Work closely with the Stakeholder Engagement team ensure all activity is properly governed, given the highly regulated nature of some communications
* Work closely with cross‑functional squads to provide appropriate customer communication and marketing awareness and expertise as appropriate, particularly alongside our Commercial and Product teams
Knowledge, Skills & Experience
Knowledge – Senior marketeer who has 10+ years of consumer‑facing roles, ideally in the telecoms or utilities space. Telecoms sector knowledge is desirable but not essential – if not, the right candidate will have a significant grasp of the market in which we operate and its challenges.
Skills – Combining a creative and a commercial mindset will be key to the success of this role. Proven ability to understand the importance of communicating with customers, new and existing, to aid acquisition and loyalty.
Experience – Proven experience in data and the use of analytics tools and digital platforms, as well as managing and nurturing external providers within budget. The ability to help to provide counsel and direction to senior executives is highly desirable.
Behaviours / Values Fit – a pragmatic team‑player who isn’t afraid to challenge colleagues. Focused on delivering for our customers, and with it our colleagues. Capable of being disruptive, bringing new ideas, and having a real sense of pace and purpose.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job function
* Marketing
* Telecommunications
* Internet Marketplace Platforms
* Technology, Information and Media
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