What you will be doing
as the Customer Communications Manager: You will play a pivotal role in our Product and Change Management function, collaborating across diverse teams to design and deliver customer-centric communications. You will lead initiatives to enhance our communication channels—including letters, emails, and text messages—to improve customer journeys and achieve strategic business goals. You will be responsible for mapping customer journeys, identifying pain points and ensuring consistent messaging across all touch points.
Duties to include, but not limited to:
1. End-to-End Management: Execute customer communication projects across multiple channels, ensuring alignment with customer insights and desired outcomes.
2. Consistency in Messaging: Develop and maintain a unified tone and approach across all communication touchpoints, working with key stakeholders to uphold our brand.
3. Simplifying Complexity: Translate complex concepts into clear, concise messages tailored to a wide range of audiences.
4. Performance Management: Measure communication effectiveness and provide actionable insights to drive improvements and optimise results.
5. Strategic Programme Leadership: Own and oversee regulatory commitments (e.g., PR24), incident communications, and turnaround activities, ensuring compliance and excellence.
6. Stakeholder Collaboration: Build strong relationships across the organisation, including engaging with end-users and senior stakeholders to ensure alignment and effective execution.
7. Proactive Prioritisation: Manage workload by focusing on compliance, customer impact, and operational efficiency while providing transparent updates on deliverables.
What you should bring to the role:
To thrive in this role, the essential criteria you’ll need are:
8. Be a creative problem-solver with a proven track record of delivering end-to-end communication projects.
9. Have strong customer journey mapping experience.
10. Have Strong organisational and time management skills to meet deadlines in a fast-paced environment.
11. Strategic understanding of branding, customer communications, and customer experience (CX).
12. Confidence in leading stakeholder workshops and presenting at all levels.
13. Flexibility to adapt communication styles for diverse audiences, from technical developers to senior leaders.
14. Expertise in influencing customer behaviour through well-crafted communication strategies.
15. A collaborative mindset and ability to work effectively in cross-functional teams.
16. Whilst not essential, knowledge of copy and design processes.
Base Location: Reading - Clearwater Court - RG1 8DB
Hours: 36 hours per Week, Monday to Friday
What’s in it for you?
17. Competitive salary of £50,000 per annum.
18. Annual leave: 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
19. Access to lots of benefits to help you take care of your and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.