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Customer Communications Editor
2 months ago
We're on the hunt for a dynamic Customer Communication Editor to become a part of our Brand and Marketing squad. In this role, you'll collaborate with various teams like Go to Market, Creative, Tech, Customer Service, and Commercial to create and implement performance-focused CRM campaigns for the EON Next and Sainsbury's Energy brands. The ideal candidate will take charge of the entire CRM campaign process, from setting business goals to crafting marketing strategies and executing communication plans with the help of our internal creative studio.
Channels you'll work on include our own media platforms like the website, email, DM, or SMS. You'll specifically handle email deployment and optimize customer journeys. The role may also involve managing paid media campaigns in collaboration with our in-house team. Candidates should have a solid grasp of data to effectively handle audience segmentation, campaign setup, and analytics for a weekly reporting rhythm centered on performance.
Your initiative will be pivotal in achieving business objectives, whether it's hitting government-mandated smart meter adoption goals or meeting cross-selling targets. You must demonstrate expertise in managing end-to-end CRM campaigns, covering data, communication planning, marketing strategy, creative production, fulfillment, as well as project and stakeholder management.
Get a sneak peek of your responsibilities:
- Pinpoint business objectives through collaborative efforts within the team
- Establish CRM campaign KPIs, marketing strategies, and communication blueprints
- Utilize insights and data to shape a customer-centric strategy, leveraging tools like Tableau, GWI, and engaging with regular research findings
- Plan, execute, and optimize effective customer journeys across various platforms, ensuring seamless communication with third-party post-sales fulfillment entities
- Develop compelling email, SMS, and offline content throughout the entire customer lifecycle to elevate the E.ON Next and Sainsbury's Energy brands
- Simplify regulatory mandates into clear, concise communications for customers
- Collaborate with stakeholders to ensure communication accuracy and approval alignment with team protocols while maintaining a consistent tone of voice
- Work closely with other communication specialists to maintain messaging coherence across all channels
- Engage with customer touchpoint teams to enhance communications and content, adopting a test-driven approach
- Plan, deploy, and optimize communication campaigns using CRM management tools and print resources, including precise data imports
- Foster relationships with key stakeholders and print suppliers to manage fulfillment, inventory, and reconciliation reports
- Utilize customer feedback from analytics tools, surveys, and operational insights to identify and address pain points, driving enhancements
- Collaborate with Design and Marketing teams to keep communications fresh and captivating, crafting a roadmap for communication improvements
- Create project timelines, oversee stakeholder approvals
- Monitor campaign performance, implement daily optimizations, and deliver weekly updates to stakeholders
- Conduct risk assessments for marketing materials in line with GDPR and ASA regulations, involving legal teams as necessary and maintaining transparent approval records
- Advocate for brand metrics and consistency across all deliverables
- Enhance customer segmentation data, behavioral triggers, and creative assets to drive conversions over time
Are you the right fit?
We're seeking a Customer Communication Editor with the following competencies:
- Prior experience in the energy industry
- Proficiency in crafting copy aligned with brand guidelines
- Exceptional communication skills to simplify complex information with keen attention to detail
- Sound understanding of regulatory requirements in customer communications across the customer lifecycle
- Ability to multitask effectively in a fast-paced environment, handling multiple communication projects simultaneously
- Strong operational skills, capable of collaborating with various stakeholders and achieving results through third-party relationships
- Track record of meeting business requirements within set timelines, whether directly through content management tools or via development teams
- Knowledge of accessibility principles and creating inclusive content for all channels
- Proficiency in HTML for email creation (preferred but not mandatory)
- Experience in overseeing third-party print providers for offline communication production (preferred but not mandatory)
- Demonstrated expertise in CRM Campaign Management
- Ability to strategize and implement effective customer journeys
- Proven track record of leading creative campaigns successfully
- Digitally savvy, with the ability to work with automated marketing solutions, including workflow creation and segmentation
- Skill in leveraging data for optimizing campaign performance and strategy
- Familiarity with adapting to changing priorities and fast-paced environments
- Experience in reporting on campaign performance and recommending enhancements
- Openness to challenging the status quo and exploring innovative solutions
- Strong attention to detail and ability to work autonomously
- Exposure to start-up brands or sub-brands is advantageous
