Customer Marketing Communications Manager

2 weeks ago

Reading, Reading, United Kingdom Thames Water Full time

Who are we?
Thames Water is the UK's largest water and wastewater company.

We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes_,_ keeping taps flowing and toilets flushing.

?
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.

What you'll be doing

As the
Customer (Marketing) Communications Manager, you will work as a key part of our Customer Experience Design team, which strives to ensure our processes and policies provide great customer journeys.

You'll bring these journeys to life,designing impactful end-to-end communications that skilfully navigate the customer through every step, from moving home to getting a leak repaired.

You're a born communicator able to talk to diverse audiences, cutting through the noise to understand the objective, design a contact strategy and produce a strong copy.

You'll be unbending on quality, with the relationship management skills to gain buy-in,and the organisational skills to deliver the right results on time, every time, and measure the impact.

If you have a strong marketing or communications background, with a dash of project management, you'll fit right in.

What you should bring to the role:

  • Experienced marketing/communications professional with a solid understanding of brand
  • Superb written and verbal communication skills and exceptional attention to detail
  • Understanding of service channels and using communications to drive channel shift
  • Able to devise and deliver comprehensive, creative communication plans that align with business objectives
  • Experience working on customer journey communications, with the ability to document complex communication, flows to support journeys, aligned to different customer segments and attributes, including trigger for each communication, key messaging to deliver,and required perceptual and behavioural outcomes at each touchpoint
  • Capacity to handle multiple projects and deliver under pressure
  • Able to establish credibility with and influence stakeholders at all levels
  • Experience briefing creative agencies/copywriters/graphic designers
  • Highly proficient with Microsoft Office/Teams software suite

What's in it for you?

We're an innovative team with a can-do attitude, uncompromising when it comes to creating communications that both benefit our customers and align with our business priorities.

The diversity of our work is huge, spanning high-profile strategic change projectsand tactical quick wins.
We craft finely honed communications that drive desired behaviours and optimise response rates, driving channel shift and reducing cost-to-serve.

We're proud of the positive ways of working we've adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive
.?For our office-based roles, we're moving to a hybrid approach with various optionsfor working from the home, office and our sites.

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you moneyand support your well-being.

Thames Water is a dynamic,?rewarding?and diverse place to work, with opportunities around every corner.
If you join our team, you'll enjoy a fulfilling career and flexible working?arrangements
Find out more about?working at Thames Water.
We deliver life's essential service so our customers, communities and the environment can thrive. This means, when a crisis happens, we all rally round to support our customers.

As part of Team Thames, you'll have the opportunity to sign up to support our customerson the frontline as an Ambassador.

Full training will be given for what is undoubtedly an incredibly rewarding experience.

It's also a great opportunity to learn more about our business, meet colleagues and a earn bit of extra money along the way.

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