Head of Customer Communications

4 weeks ago

London, United Kingdom U.S. Bank National Association Full time

A leader in the payments industry, Elavon provides end-to-end payment processing solutions and services to more than one million merchants around the world. If you want to make a difference in your life, your community and your world, join us at Elavon. We know our company is only as strong as our people, and we are committed to your professional growth and success. Elavon is part of the U.S. Bank family, a diverse workplace, where we celebrate the individuality of each member of our global team.

**Location: London or Dublin**

**ROLE OVERVIEW**:
The Head of Customer Communications is a high-profile role within the European Marketing team. This role is responsible for developing the communication strategies with effective messaging to our customers, across multiple delivery channels and markets. The scope includes mandatory/regulatory/pricing and upsell/cross sell campaigns.

This role will work closely with multiple internal stakeholders to develop, execute, and prioritise the relevant communications to meet the requirements of the business.

**KEY RESPONSIBILITIES**:
The person will manage a team to deliver on the communications requirements as defined by the business objectives of the business.

**Role Responsibilities**
- Establish and manage the Customer communication intake process for Europe with all key stakeholders
- Manage and mentor the team to deliver customer centric communication in the right channel, at the right time with the right message.
- Ensure all content is customer centric and on brand.
- Ensure compliance with all local regulations
- Strong, versatile copywriting skills
- Responsible for business wide engagement to ensure the Customer communication process is understood and adhered to
- Build strong working relationships with key stakeholders across the business lines
- Provide expertise to the business on customer communication strategy and execution
- Manage the communications calendar for all channels in EU
- Ensure all content produced meets all approvals and is customer focused and aligns with key communication principles
- Responsible for all relevant risk and control management
- Manage vendors who provide key services for the delivery of comms

**Behaviours and Personal Characteristics**:

- At least 5 years’ experience of managing a customer communication team and producing communications to meet business objectives
- Proven track record of developing and executing customer communication for both marketing campaigns and regulatory compliance
- Proven ability to create high quality content to meet business objectives
- Highly organised and capable of multi-tasking
- Excellent communicator, good at articulating and presenting in a concise manner to ensure clarity
- Self-motivated and ability to work within a cross functional global team
- Ability to thrive in a fast moving, high pressure work environment to meet targets.
- Ability to lead and mentor a team
- Proactive team player always willing to lead and/or support where necessary.
- Good presentation skills and ability to engage and influence key stakeholders
- Innovative with a curious mind, willingness to constantly experiment and try new things.

**We Offer**
- Full-time position, employment agreement,
- Highly professional, multicultural environment and high standards of work,
- Professional training, opportunity to develop a career path in organizational structures, support in career planning,
- Work in a dynamic team with a supportive inclusive culture and strong values,
- Interaction with Clients and Colleagues across Europe,
- Good atmosphere at work and comfortable working environment.

**You may be asked to perform tasks as required by management deemed as a reasonable request. The responsibilities, tasks and duties of the job holder might differ from those outlined in the job description.**

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**Learn how** the way we work at U.S. Bank drives meaningful relationships with our customers and collaboration across the company.

**Benefits**:
We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.

This is an Elavon posting. Elavon is a part of the U.S. Bank family.

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