Customer Communications Manager - £50,000 - Worthing (Hybrid)

Customer Communications Manager - �50,000 - Worthing (Hybrid)
Our utilities client is currently seeking a Customer Communications Manager to join their team in Worthing, this will be a hybrid role and you will be required to come into the office 2 days a week. Reporting to the Customer Experience Lead, you'll be responsible for developing customer communication strategy. You'll ensure we deliver exciting and impactful customer communication campaigns to support commercial objectives, strengthen customer relationships and enhance and protect reputation and brand. You will manage the campaign lead and collaborate with colleagues to create and deliver inclusive and engaging multi-channel customer communications campaigns. Using a variety of insight and evaluation techniques you will be responsible for continually enhancing the impact and

value that effective communication brings to the business. You'll work closely with the media, stakeholder engagement, internal comms and brand and content teams to make sure that messages and activities are seamlessly integrated across the organisation and that all functional communication activity aligns with the overall strategy.

Responsibilities:

• Own the development and delivery of a measurable, insight-led, integrated customer communication strategy and plan - ensuring it aligns with corporate and strategic objectives, addresses key reputational issues, and meets customer and business needs.
• Responsible for the creation and delivery of multi-channel customer campaigns.
• Work closely with the Strategic Communications Lead and Corporate Affairs department to ensure messaging aligns with corporate objectives and broader campaigns which target all audience groups including colleagues, political stakeholders, and the media.
• Project manage drop in events, which will take place every 2 months.
• Responsible for using key insight and business improvement delivery plans to identify best locations and dates for each drop in. You'll book venues and bring together a working group to support .delivery from teams across the business.
• Responsibility for campaign budgets, agency relationships and ensuring there is robust measurement and reporting on campaign success.
• Responsibility for direct customer communications channels, including text messaging service and monthly customer newsletter tool, DotDigital.
• Responsible for the line management of the Campaign lead, providing direction and supporting them in the delivery of customer campaigns.
• Develop effective and constructive working relationships within Customer, stakeholder, PR, Insight, Brand, and functional areas across Southern Water to ensure the delivery of high-quality, measurable, effective communication campaigns.
• Work closely with the customer support teams to make sure we're maximising all available customer communications channels like bills, envelopes, operational letters, to amplify key messages.
• Join the incident rota - being part of a team of communications colleagues, to help ensure the best customer outcomes during incidents.

About you:

• At least 10 years' experience in communications and/or customer marketing.
• Extensive hands-on experience of creating and delivering integrated customer communications plans, monitoring and evaluating progress and performance as standard.
• Experience in multi-channel, integrated campaign strategy, planning and delivery including email, social and paid for media.
• Experience in managing and leading a team to deliver on objectives.
• Knowledge / experience in delivering behaviour change through effective marketing.
• Experience in agency management - ensuring budgets utilised in the most effective way.
• Excellent influencing, negotiation, and relationship management skills.
• Effective project and event management skills.
• Adept at turning research and insight into actionable communications opportunities and campaigns.
• Experience managing budgets effectively.
• Able to manage a diverse range of projects simultaneously.
• Ability to build and nurture relationships and work collaboratively with others.
• A high level of resilience and the ability to work under pressure to tight deadlines.
• Ability to make rapid and reliable decisions across the full range of communication disciplines as needed.

Does this opportunity excite you? Please do send me your CV today! All roles are subject to a DBS and credit check.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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