Customer Engagement Manager

3 weeks ago

Milton Keynes, United Kingdom McCarthy Stone Full time

**Role Title: Customer Engagement Manager**

**Location: Remote with occasional travel to Head Office required (Bournemouth)**

**Competitive Salary + Bonus + Car/Car Allowance**

**About You**:
We are looking for a true visionary who is customer centric and self-motivated with strong strategic and commercial acumen, and proven track record in in delivering a communications strategy, from concept to delivery. It is an exciting, challenging role,that requires an organised individual, with an infectious can-do approach who is able to contribute to developing, managing, and delivering the Customer communications and engagement strategy and plan for Management Services.

You will have demonstrative experience in either Corporate or Internal Communications, PR/Media Customer Experience or Engagement and possess a strong track record of content creation and a high level of quality, creativity, and consistency. You will haveknowledge of managing channel strategies effectively and organising various campaigns to run simultaneously and an Experienced skill base to influence senior management as well as advising and supporting them through change.

As our Customer Engagement Manager, you will have primary accountability of:
**Planning**:

- Own the Management Services Communications Quarterly Planner and Weekly Calendar and the processes that underpin them, including campaign planning, measurement and reporting, and liaison with senior stakeholders.
- Act as a point of contact for all customer communications, offering support and guidance.

**Developing**:

- Create templates and processes for all customer communications, including supporting the Customer Relations team to review and refresh template letters and other methods of communication
- Develop high-quality and engaging content across the most appropriate mix of channels, including events, letters, and brochures, and across relevant digital platforms and social media.
- Conceptualise, source, create and design regular, consistent and professional content of a high standard and in line with McCarthy Stone’s values, purpose, and mission.

**Measuring**:

- Through regular measurement of effectiveness of communications seek to make improvements across all channels and content and liaise with various senior stakeholders to achieve this.

**Improving**:

- Seek further improvements and deliver them, using customer feedback and Net Promoter Score data, both in the customer and the colleague engagement space, to provide an even better service to McCarthy Stone homeowners and tenants.
- Consistently review and refresh regular customer communications to ensure that the content remains up to date and engaging.

This role can accommodate an agile working arrangement. With the use of the Company Car/Car allowance provided you will be required to travel

**Benefits**:

- Competitive salary and bonus scheme
- Company Car Allowance/Car
- 24 days holiday (rising to 28) plus Bank Holidays
- 2 fully paid volunteering days per year (supported by the McCarthy Stone Foundation)
- Health benefits such as private health care, medical screening by Nuffield Health, Remote GP, 24/7 access to EAP Services (including counsellors and legal advisors) and eyecare voucher
- Annual professional subscriptions paid for
- Company pension scheme
- Excellent development opportunities

**Your attributes**:
**You will have**:

- Evidenced experience of content creation and a high level of quality, creativity, and consistency.
- Knowledge of managing channel strategies effectively and organising various campaigns to run simultaneously.
- Microsoft Office (PowerPoint, Word, Excel), and a Content Management System (to manage the intranet for colleagues and any new content portals for our customers).
- Outstanding oral and written communication skills.

**You will bring**:

- Gravitas and confidence
- The ability to influence stakeholders outside of your direct reporting line
- Sound understanding and demonstrate relevant competencies for the role
- Able to get the best out of people with considered communications and engagement.

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