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Customer Communications Manager

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My client, a payment and banking solutions company are looking for a Customer Communications Manager.

Job Purpose/Summary:

Responsible for the management of customer communications across offline and online channels; management of our product set, ensuring consistent, accurate and effective communication across multiple customer touch points and throughout the customer journey. Scope includes Consumer and Corporate Prepaid Products, as well as oversight of Credit activity. Working with relevant internal teams and 3rd parties to review existing marketing collateral; identify collateral that needs to be updated with a view to enhancing the customer journey, product positioning and effectiveness of all external communications. As part of this, the role holder will be expected to manage the communications matrices, internal marketing documentation and compliance.

Main responsibilities:

• Manage the Marketing sign off processes to ensure that the right framework is being followed for the development of all marketing communications, including but not limited to; sign off sheets, version control, mapping correct process, brand guidelines and ensuring effective workflow management tools are in place
• Ensure all customer collateral is compliant, accurate and meets the brief for that specific customer communication
• Ensure the correct product positioning, tone of voice and language is used in all communications across consumer, corporate and credit
• Includes application, acquisition, conversion and existing customer marketing for both online and offline channels
• End to end review of all customer communications for consistency, accuracy, tone of voice and product positioning
• Identify, recommend and prioritise enhancements to customer comms journey
• Work with creative and copy teams to develop briefs and implement changes to customer communications in a timely and efficient manner
• Implement changes cross functionally across multiple channels
• Manage the customer communications library and matrix to be kept up to date at all times both offline and online
• Become the champion for effective marketing communications best practice across the organisation, and ensure marketing team keeps the appropriate documentation up to date for effective cross-training internally and company wide

Skills and experience required:
Essential Skills:
• Graduate Calibre or equivalent
• 3yrs+ experience in offline and online marketing communication
• Experience of managing third party suppliers and channels
• Excellent verbal, written communication and interpersonal skills
• 2 years+ writing creative briefs and working with a creative agency on developing effective communications
Desirable skills:
• 2+yrs Financial Services Marketing experience
• 2+ years’ experience successfully designing, implementing and analysing marketing campaigns, on-time, to budget
• Knowledge of relevant regulatory and legislative environment
• Experience working in other financial services companies marketing departments

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