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Customer Experience Communications Lead, UK

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Customer Experience Communications Lead, UK 

Team/Dept Mission 
Our mission is to consistently satisfy our customers and partners with great experiences through our products and services, the way we listen and respond, and by making it simpler to do business with our company. In doing so, we not only drive satisfaction, and to help win new customers and grow the business. 

Role Purpose 
This role has two core elements. The first (65% of the time) is to create and implement a high impact, end-to-end Communications plan reaching both internal and external audiences. Making the customer experience accessible and relevant within the business is an important part of this role. In addition, recognising and rewarding great behaviour and achievements via the customer experience communications and award programmes and sharing best practices across the organisation, both at the UK and global level. This role will work closely with the other marketing communications teams across the subsidiary to ensure that maximum coverage and positive traction is gained around customer experience through every available channel. 

The second part of the role (35% of the time) is to maintain a healthy business operation, co-ordinating activities with both the UK subsidiary (UK Quarterly Business Updates, budget management and operations) and our corporate stakeholders (Customer Experience Quarterly Business Updates). As the Business Manager for the team, you need to rally, organise and align them around key business dates and keep a close eye on budget spend and activities. 
Key Accountabilities and success criteria 
• Build an integrated, high impact communications plan that delivers a strong customer experience presence around the UK business 
• Ensure continuous improvement of customer experience communications through a targeted, integrated, relevant and effective plan 
• Demonstrate business awareness and commercial acumen to support the customer experience goals and targets 
• Regular tracking and reporting of the customer experience budget via the marketing planning tools and processes 
• Ensuring compliance to financial requirements – PO management and compliancy 
• Build excellent relationships with internal teams as well as marketing agencies and vendors 
• Create communications and initiatives that stand out, increase awareness and drive the appropriate actions/behaviours
• Lead the development of the customer experience champions program to ensure integration into the subsidiary which in turn will lead to a strong pipeline of high quality customer experience champion award nominations 

Knowledge, Skills, Experience 
• A passion for customers and creating outstanding customer experiences 
• Good decision maker with strong planning and organisation skills with the ability to manage multiple priorities and tasks to time and budget requirements 
• Strong influencer/negotiator with the ability to manage diverse views/ideas to create better outcomes 
• Creative thinker who is able to see the bigger picture as well as bring together new and exciting ideas with practical execution 
• Proven track record in marketing communications (internal and external), preferably within a large complex organisation 
• Ability to write and create high impact internal and external communications (eg. website content, PowerPoint presentations, marketing collateral, reports etc) 
• Experience of working with marketing agencies, developing briefs and managing the creative process 
• Budget management experience would be beneficial 

Personal attributes 
• An outgoing, confident and strong communicator 
• Flexible and adaptable to change 
• Good team player 
• Results driven – ability to get things off the ground as well as seeing them through to completion 
• Highly proactive 
• Tenacious 
• Strong ability to influence others 
• Self-sufficient 

Qualifications 
University degree or equivalent is essential

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