Communications Planning Manager

4 weeks ago

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

Are you passionate about delivering exceptional customer experiences and ensuring that our customers receive the most purposeful and effective communications? We're seeking a skilled Customer Communications Manager to join our Customer Communications Centre of Excellence.

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.

This role is based in Birmingham, London, Leeds, Chester, or Sheffield. We're committed to creating diverse and inclusive workplaces and welcome applications from all qualified candidates.

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