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Customer Engagement Communications Lead
3 months ago
Role Overview
Reporting to the Senior Customer Communications Manager, this position is designed to oversee a dedicated team responsible for crafting and executing customer outreach strategies across various platforms, including letters, inserts, emails, SMS, bills, and brochures.
The role encompasses content development, scheduling of communications, customer segmentation, delivery of messages, and performance evaluation to enhance engagement. You will analyze data insights to refine campaigns, boost interaction, and achieve measurable outcomes.
As we advance our Customer Relationship Management (CRM) capabilities, the individual in this role will contribute significantly to the automation of processes that improve customer interactions, journeys, and overall satisfaction.
About Affinity Water
Affinity Water stands as the UK's largest supplier of water-only services, delivering sustainable, high-quality water to millions of customers throughout the Southeast of England. Our mission is to transform the relationship between water companies and their customers and communities, ensuring responsible water usage and environmental protection for the future.
We take great pride in our brand, our mission, and, most importantly, our communication with customers.
Key Responsibilities
Collaborating within the marketing and communications team to create and implement communication initiatives, strategic plans, and tactics aimed at informing, educating, or engaging our customers. You will ensure the accuracy and integrity of customer data, uphold opt-in practices, and adhere to data protection regulations. Collaboration with cross-functional teams, including contact centers, demand management, design, content, and analytics, will be essential to align efforts and maximize outcomes.
A profound understanding of our customers, along with strong segmentation skills, will be necessary to tailor key messages effectively. You will ensure compliance with all regulatory requirements and promote inclusive thinking and implementation within the team.
Your contributions will be vital in shaping our narrative and positioning across various communication channels. The ideal candidate will have a passion for communication, exceptional copywriting abilities, and a meticulous attention to detail.
Typical Duties Include:
Overseeing the creation, execution, and delivery of communication projects, campaigns, and initiatives. Establishing and nurturing strong partnerships with internal stakeholders to enhance the development, coordination, direction, and facilitation of strategic communications that align with our business objectives. Prioritizing customer communication projects within the team, managing workloads and deadlines effectively. Crafting engaging and persuasive copy that resonates with our audience and aligns with our brand voice. Segmenting and managing customer lists to ensure precise targeting and personalized communication based on customer demographics, preferences, and behaviors. Managing all aspects of customer data necessary for communications and future ECRM activities, focusing on enhancing customer engagement and maximizing data collection opportunities. Maintaining a strong focus on vulnerable customers to ensure compliance with all regulatory requirements and to make communications accessible to all. Upholding Affinity Water's brand identity, tone of voice, messaging styles, and design guidelines across all communications to ensure content is on-brand and compliant. Participating in our reactive crisis communications team on standby outside of regular hours, as our operations are continuous and may involve emergency situations.Required Skills and Experience
Over 6 years of experience in customer communications, with expertise in customer databases, copywriting, and personalization tools. Extensive experience in creating and executing integrated customer communication plans, with standard monitoring and evaluation processes. Proven knowledge and experience in utilizing various email marketing platforms, technologies, CRM, and personalization tools. Strong understanding of communication best practices, deliverability, GDPR, and compliance. In-depth knowledge of segmentation, targeting, and working with customer data. Excellent collaboration, interpersonal, and communication skills. Proficient in English, with outstanding copywriting skills and effective prioritization and time management abilities.Benefits:
Competitive salary based on skills and experience.
Standard working hours.
Opportunities for learning and development, including mentoring and a variety of formal courses and resources.
Participation in the company bonus scheme.
Generous annual leave policy, with options for additional days.
A special day off for personal celebrations.
A comprehensive pension scheme with company contributions.
Family benefits, including enhanced leave policies.
Support for physical and mental well-being.
Discounts at various retail outlets and on health insurance.
Opportunities for community volunteering.
Life assurance benefits.
Affinity Water values diversity and is committed to fostering an inclusive culture where every employee can thrive.
Explore our career site to learn more about our company culture and employee development stories. PR1
