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Customer Marketing Lead

2 months ago

Darlington, Darlington, United Kingdom HC One Full time
Customer Marketing Lead

As a key member of our team, you will play a vital role in shaping our customer journey and communications to families. Your primary responsibility will be to craft compelling communications and letters to our residents and families, gathering customer feedback and insight, and developing action plans to enhance our customer experience.

You will work closely with stakeholders across the organization to ensure that all direct communications to families align with our core brand narrative and comply with regulatory requirements. Additionally, you will support the business in listening and learning from its customers by collaborating with other teams to collect real-time feedback and share insights to drive improvement.

This role requires a minimum of three years' experience in marketing, communications, or customer experience, with a proven track record of success. You will possess excellent verbal and written communication skills, with experience in crafting core messaging and direct communications to customers. Strong relationship-building skills, commercial acumen, and a customer-centric approach are essential.

You will be responsible for gathering and using data or feedback to generate insights and translate complex ideas into actionable presentations and plans. Experience with customer feedback surveys and the ability to work collaboratively with stakeholders at different levels within a complex organization are highly desirable.

Safeguarding is everyone's responsibility, and you will be expected to recognize signs of possible abuse, harm, or neglect and know how to report concerns. HC-One is committed to providing the kindest possible care to our residents and their families, and we prioritize inclusive working practices.

We offer a range of benefits and services to support your physical and psychological well-being, including award-winning professional learning and development, 25 days annual leave, and access to an Employee Assistance Programme.