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Manager of Customer Messaging Strategies
3 months ago
Overview
Reporting to the Senior Customer Communications Manager, this role is focused on overseeing a dedicated team responsible for crafting and executing customer messaging across various platforms, including letters, inserts, emails, SMS, bills, and brochures.
This position encompasses content development, scheduling of communications, customer segmentation, delivery of messages, and performance evaluation to enhance response rates. The role will also involve analyzing data insights to refine campaigns, boost engagement, and achieve measurable outcomes.
As we enhance 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 in the Southeast of England. Our mission is to transform the way water companies engage with their customers and communities, ensuring responsible water usage and environmental protection for the future.
We take immense pride in our brand, our mission, and the manner in which we communicate with our customers.
Key Responsibilities
Collaborating within the marketing and communications team to design and implement communication initiatives, strategic plans, and tactics aimed at informing, educating, or engaging our customer base. This includes ensuring the accuracy and integrity of customer data, maintaining opt-in practices, and adhering to data protection regulations. You will work closely with cross-functional teams, including customer service, demand management, design, content, and analytics, to align efforts and maximize results.
This role requires a profound understanding of our customers, strong segmentation capabilities, and various techniques to tailor key messages effectively. You will also ensure compliance with all regulatory requirements and promote inclusive thinking and practices within the team.
You will play a crucial role in shaping our narrative and positioning across diverse communication channels. The ideal candidate will possess a strong passion for communications, exceptional copywriting abilities, and a meticulous attention to detail.
Responsibilities Include:
Overseeing the creation, implementation, and delivery of communication projects, campaigns, and initiatives. Establishing and nurturing solid partnerships with internal stakeholders to enhance the development, coordination, direction, and facilitation of strategic communications aligned 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. Project managing all aspects of customer data necessary for communications and future ECRM activities, focusing on driving customer engagement and maximizing data collection opportunities. Maintaining a strong focus on vulnerable customers to ensure compliance with all regulatory requirements and ensuring that communications are 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 needed, given the nature of our 24/7 utility service.Required Skills and Experience
Over 6 years of experience in customer communications, with expertise in customer databases, copywriting, and personalization tools. Extensive hands-on experience in creating and executing integrated customer communication plans, with standard monitoring and evaluation processes. Proven knowledge and experience with various email marketing platforms, technologies, CRM, and personalization tools. Strong understanding of communication best practices, deliverability, GDPR, and compliance. Deep expertise in segmentation, targeting, and utilizing customer data. Excellent collaboration, interpersonal, and communication skills. Proficient in English, with outstanding copywriting skills and solid prioritization and time management abilities.Benefits:
Competitive salary based on skills and experience.
Standard working hours with opportunities for learning and development, including mentoring and formal courses.
Participation in the company annual bonus scheme.
Generous annual leave policy, with options for additional days.
Special 'Celebration Day' for personal observances.
A robust pension scheme with enhanced contributions.
Comprehensive family benefits, including enhanced leave policies.
Support for physical and mental health through our Wellbeing Centre.
Discounts at various retail outlets and insurance schemes.
Opportunities for community volunteering.
Life Assurance and commitment to diversity and inclusion within the workforce. PR1
