Customer Communications Manager

**This role is based out of our Ripponden Office - Hybrid and is a 6 month FTC with a view to go permanent for the right candidate**

About our business

JLA has been providing critical assets and services to a range of businesses and sectors including Care Homes, Hospitals, Schools, and Hotels for over 50 years. These assets and services are crucial in supporting customers with their Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning.

The company offers a unique, all-inclusive package called Total Care, this rental model allows customers to make a single monthly payment, to receive brand new equipment, and have maintenance costs taken care of.

Role overview

The In-Life Customer Communications Manager plays a critical role in ensuring customers receive clear, proactive and value-driven communications whilst contracted with JLA. This role is responsible for crafting communication strategies and reviewing all content that enhance onboarding, drive product utilisation, improve operational efficiency and increase customer loyalty across all customer types.

The ideal candidate understands subscription dynamics, service contracts, equipment maintenance cycles and the need for trusted, transparent communication in a B2B environment.

Key Responsibilities

Customer Lifecycle Communication Strategy#

• Develop and own the communication strategy for in-life B2B customers across onboarding, deployment, usage, maintenance, renewal, upgrades and end-of-contract.
• Build segmented communication journeys tailored for different customer profiles (SMEs, KeyNat accounts and different persona's within each customer profile.
• Ensure messaging reinforces operational reliability, service excellence and the value of Total Care, Service Subscription or Reactive maintenance plans (e.g., uptime, servicing, upgrades, replacement benefits).

Campaign Planning & Execution

• Deliver proactive, timely communications across email, SMS, in-portal (MyJLA), service dashboards and account manager toolkits.
• Write clear and practical content that helps customers use and maintain their equipment effectively (e.g., setup instructions, servicing reminders, best practice usage tips, replacement notifications).
• Drive engagement campaigns to promote add-ons, upgrades, training and complementary services.

Service & Operations Communication

• Collaborate closely with Service Operations, Marketing and Customer Service to create operational communications such as:
• Service appointment reminders
• Maintenance due alerts
• Downtime or fault notifications
• Equipment upgrade or replacement options
• Contract renewal outreach
• Ensure communications support operational efficiency and reduce inbound customer queries.

Customer Insights & Optimization

• Analyse customer behaviour, equipment usage patterns, feedback and service logs to improve communication relevance and timing.
• Use data and A/B testing to optimize lifecycle journeys, service-related communications and renewal messaging.
• Track key metrics such as service compliance (e.g., maintenance completion rates), product utilisation, renewal uplift and customer satisfaction (NPS/CSAT).

Stakeholder & Cross-Functional Collaboration#

• Work closely with Commercial, Product, Operations, CX and Key Account teams to ensure aligned and consistent messaging across all customer touchpoints.
• Serve as the internal expert on B2B customer communications within a subscription and service-based environment.
• Manage approvals, content governance and communication calendars to ensure seamless customer experience.

Compliance & Quality Assurance

• Ensure all communications adhere to industry standards, contractual obligations, equipment safety guidelines and brand expectations.
• Maintain high-quality, easy-to-understand content suitable for operational and technical audiences.

Knowledge and Skills

• Experience in customer communications, lifecycle marketing, CRM or customer experience within a B2B or subscription-led environment.
• Strong writing skills with the ability to simplify operational or technical information for business users.
• Hands-on experience with CRM and communication platforms (e.g., Salesforce Marketing Cloud, HubSpot, Braze, Adobe Campaign).
• Strong analytical mindset with experience using customer data, service metrics and campaign performance insights.
• Comfortable working with operations, field service, and commercial teams in a cross-functional environment.
• Experience in business services, equipment leasing, asset management or subscription-led commercial equipment environments.
• Knowledge of preventive maintenance cycles, asset utilisation analytics and service workflows.
• Exposure to regulated industries or safety-compliance communications.
• Experience designing communication flows for multi-user business accounts.

Experience

• 3-5 years of experience in marketing communications within a B2B environment.

Personal qualities

• Customer-first mindset with strong empathy for the operational needs of business clients.
• Highly organised, proactive and detail-oriented.
• Excellent communication and stakeholder management skills.
• Ability to translate operational or technical information into simple and actionable messaging.
• Continuous improvement mindset with enthusiasm for testing, optimisation and innovation.

Qualifications

• Bachelor's degree in Business, Marketing or related field;

Success Metrics

• Improved onboarding success and equipment deployment satisfaction.
• Increased equipment utilisation and maintenance compliance.
• Reduced inbound service queries through proactive communications.
• Higher renewal and upgrade rates across the subscription (Total Care) portfolio.
• Enhanced customer satisfaction scores and return rates (NPS/CSAT).

When you join the JLA family, you'll also gain access to an extensive benefits package.

We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life's challenges. We also offer up to 8 counseling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs. You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available.

To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.

We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.

We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We're dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards