Please note this is an OD vacancy. This means that only impacted at risk colleagues will be considered in the recruitment process, please therefore ensure you answer yes when asked this screening question. Anyone who applies that is not at risk will either have their application declined, or if the vacancy remains unfilled, will be considered following a round of internal and external advertising.
Purpose
The Operational Communications Specialist is responsible for leading and delivering clear, timely, and effective communications that support the operational running of the wholesale business. Sitting at the intersection of communications, trading, and operations, this role turns complex business updates - from supply chain changes to trading decisions - into content that is clear, actionable, and relevant to the intended audience.
You will be accountable for both the strategy and execution of operational communications, ensuring messages are tailored to suit a range of audiences from partners working on the shop floor to head office teams and senior operators - across different fascia and customer types.
A key part of this role will also involve working closely with the Strategic Communications partnerto ensure that operational and strategic messaging is aligned, coordinated, and supports wider business goals.
Reports to Communications Lead Line Manager of
1 x Operational Communications
Co-ordinator
Contribution
Strategic Oversight of Operational Communications
* Own and manage the end-to-endplanning, drafting, and delivery of operational communications across key areas such as trading, supply, service changes, and compliance.
* Work with Operations, Trading/Commercial, Supply Chain, Field Teams, Account Managers and Customer Service teams totranslate technical updates into partner-appropriate content.
* Partner with theStrategic Communications Manager to ensure operational messaging is aligned with broader campaigns, leadership narratives, and business priorities.
Audience Segmentation & Message Targeting
* Build a deep understanding of ourcustomer base and internal audience
* Ensure comms aretailored and targeted, using appropriate tone, language, and delivery methods for each audience group.
* Advise internal stakeholders onbest practice for audience segmentation and message hierarchy.
Operational Comms Strategy & Governance
* Own and maintain acommunications framework and calendar for operational messaging to avoid overload and ensure priority messages land at the right time.
* Oversee theapproval and sign-off process for outbound communications, ensuring consistency and brand alignment.
* Leadcross-functional planning sessions to forecast upcoming communications and manage message sequencing.
* Work alongside theStrategic Communications Manager and Engagement Planning Manager to create a joined-up comms rhythm across business-as-usual and change-related messaging.
Channel and Performance Management
* Use internal and external communication channels (e.g Whatsapp, email, briefing packs/calls, print collateral) effectively to maximise reach and cut-through.
* Monitor comms performance (e.g. open rates, click-throughs, partner feedback) andcontinuously improve approach based on data and insight.
* Collaborate with digital and insight teams to explore new ways of engaging operational audiences more effectively.
Team & Stakeholder Collaboration
* Line manage and mentor the Operational Communications Co-ordinator, supporting their development and ensuring smooth delivery.
* Build strong relationships with colleagues across Trading, Logistics, IT, Marketing, and Sales teams tostay close to operational decisions.
* Work in close partnership with theStrategic Communications Partner and Communications Planning & Media Manager to ensure communication flows are well-connected and mutually reinforcing.
* Represent the Communications function inoperational forums, offering a comms perspective on business activity.
Behaviours
Do what matters most: Prioritise the most critical communications that impact customer engagement and operational efficiency. Focus on delivering messages that align with the company's strategic goals and ensure that urgent and reactive communications are handled effectively.
Succeed together: Collaborate with peers, team members, and other departments to deliver high-quality communications. Foster a team-oriented environment where everyone works together to achieve common goals and support each other in their roles.
Be yourself always: Bring your authentic self to work and encourage others to do the same. Embrace diversity and inclusivity and create an environment where everyone feels valued and respected for their unique contributions.
We do right by our people: Ensure that all communications reflect the company's commitment to fairness, transparency, and ethical practices. Support the well-being and development of colleagues by providing clear and consistent information that helps them succeed in their roles.
We are true co-operators: Uphold the principles of cooperation and mutual support in all interactions. Work collaboratively with colleagues and stakeholders to achieve shared objectives and promote the Co-op's mission and values.
Empowered to
* Make decisions related to day-to-day operational communications, ensuring clarity and timeliness.
* Plan and manage communication channels to keep customers informed and engaged.
* Engage with stakeholders to ensure that communications are aligned with the company's strategic goals and objectives.
* Oversee the delivery of communications, ensuring consistency with the overall brand and company objectives.
Capabilities
Essential:
* Proven experience in a communications role within aretail, wholesale, FMCG or operations-led environment.
* Strong ability totranslate complex, technical or operational updates into plain, customer-friendly language.
* Excellentwritten communication and editing skills, with a keen eye for clarity and tone of voice.
* Deep understanding ofaudience segmentation, particularly across different organisational levels and business types.
* Strategic thinker who can work proactively, plan ahead, and manage competing priorities with calm under pressure.
* Collaborative approach and experience working closely with other senior stakeholders
Desirable:
* Experience working in apartner-based or franchise model environment (e.g. symbol group, B2B retail).
* Familiarity withwholesale operational systems, supply chain concepts or store operations.
* Experience using comms platforms (e.g. Mail Chimp, Campaign Monitor, Poppulo, SharePoint) and reporting tools to monitor effectiveness.
Work Level Descriptor
Accountability
* Delivery of specialist work based on subject matter expertise, or leadership of large, complex teams.
* Responsible for developing the right capabilities either individually or within their team, enabling work to be delivered effectively.
* Manages team delivery in accordance with agreed budgets.
Impact
* As a people-leader, takes responsibility for the delivery of work over shorter timeframes, contributing to achievement of the team's annual plan - empowering their team to deliver discrete pieces of work based on agreed processes.
* Supports and promotes a culture of inclusivity through the actions they take.
Co-operation
* Contributes to short-term planning within the team and collaborates with peers to deliver great work that enables the team to succeed.
* If an SME, collaborates with other teams proactively to ensure their expertise helps leaders make the best decisions for Co-op.
#J-18808-Ljbffr