Strategic Communications Planner

4 weeks ago

Chester, Cheshire, United Kingdom HSBC Full time
Customer Communications Strategist

Are you a marketing professional passionate about delivering exceptional customer experiences? We're seeking a skilled Customer Communications Strategist to join our UK Marketing team in Birmingham, London, Leeds, Chester, or Sheffield.

About the Role

As a Customer Communications Strategist, you will play a critical role in evaluating, agreeing, prioritizing, and optimizing communications plans for delivery. You will work collaboratively with business stakeholders to understand customer needs and develop strategically aligned and cohesive customer communications.

Key Responsibilities

  • Coordinate and manage all requests for customer communications from business stakeholders following a clearly defined process.
  • Help devise and support the delivery of a robust triage process based on agreed strategic priorities and evaluation of customer and business outcomes versus required resources.
  • Manage the communications runway ensuring that activity is effectively scheduled – providing 'air traffic control' that adheres to agreed contact strategy rules.
  • Work with business stakeholders to create an annual plan based on multi-product, seasonal messages.
  • Ensure that customer communications activity aligns with paid, social, and brand activity for the WPB UK business.
  • Provide a single view of all customer communications and maintain an up-to-date inventory of activities and ownership.

Requirements

  • Demonstrable marketing experience across all channels and multiple categories.
  • Experience of challenging and pushing back on senior stakeholders while maintaining strong professional relationships.
  • Experience of managing and coordinating a large amount (hundreds) of requests simultaneously.
  • Passionate about customers and delivering against customer needs and balancing business objectives.
  • Strong reporting and analytical skills, with the ability to produce clear updates to the wider team and senior leadership.

About HSBC

At HSBC, we're dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone – no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We take pride in being part of the Disability Confident Scheme, which helps ensure fair interviews for candidates with disabilities, long-term health conditions, or neurodiverse conditions.

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