Head of Customer Communications

Role PurposeA new role to lead our reshaped customer communications & marketing team, delivering a new approach in the way we talk to and help to acquire our customers. Reporting to the Director of Corporate Affairs & Marketing , the role-holder will have a unique chance to help to drive the ongoing repositioning of the business as we continue our transformation journey.Make sure to apply quickly in order to maximise your chances of being considered for an interview Read the complete job description below.Main ResponsibilitiesLead a unified customer communications and marketing team to help drive our commercial goalsManage a small team of in-house marketing professional and external specialists to deliver end-to-end customer communications and marketing to meet business prioritiesDeliver cross-channel CRM strategies against KPIs including customer retention, loyalty and acquisition targetsDeliver performance marketing campaigns to drive customer acquisition and optimise conversion rates.Oversee and deliver our customer relationship management strategy to enhance customer retention and maximise customer lifetime value.Develop our customer contact strategy, working closely with the Commercial and Data teams to ensure our CRM is based on actionable insight based on defined cohortsCreate campaign briefs which deliver targeted, measurable campaigns that deliver on our CRM strategy; a combination of triggered activity and stand‑alone activities focused on various channelsFocus on integrating our digital and print communications with those delivered by our extended agent workforce to ensure alignmentWork closely with the Head of Brand & Digital Marketing to ensure cross‑channel alignment and brand consistencyWork closely with the Stakeholder Engagement team ensure all activity is properly governed, given the highly regulated nature of some communicationsWork closely with cross‑functional squads to provide appropriate customer communication and marketing awareness and expertise as appropriate, particularly alongside our Commercial and Product teamsKnowledge, Skills & ExperienceKnowledge – Senior marketeer who has proven experience of consumer‑facing roles, ideally in the telecoms or utilities space. Telecoms sector knowledge is desirable but not essential – if not, the right candidate will have a significant grasp of the market in which we operate and its challenges.Skills – Combining a creative and a commercial mindset will be key to the success of this role. Proven ability to understand the importance of communicating with customers, new and existing, to aid acquisition and loyalty.Experience – Proven experience in data and the use of analytics tools and digital platforms, as well as managing and nurturing external providers within budget . The ability to help to provide counsel and direction to senior executives is highly desirable.Behaviours / Values Fit – a pragmatic team‑player who isn’t afraid to challenge colleagues. Focused on delivering for our customers, and with it our colleagues. Capable of being disruptive, bringing new ideas , and having a real sense of pace and purpose.Be Yourself. Make an Impact. Join Us.As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work. xpwpeyx What We OfferFlexible hybrid working – with a minimum of 50% office presence to support teamwork and connectionCollaborative office spaces designed for creative thinking and innovationFree on‑site parking at our officesGenerous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days)Private healthcare for all employeesCompetitive pension scheme and performance‑related bonus opportunitiesFree broadband for all employeesLife event gifts – celebrating milestones like marriages and birthsInclusive employee networks – open to all, supporting peer connection and thought‑provoking conversationsSalary sacrifice scheme – save on dental, gym, and moreBig retail and leisure discounts3 paid volunteering days a year – because making a difference matters to us too#J-18808-Ljbffr