Customer Communication Consultant

4 days ago

Cardiff, United Kingdom Julian Hodge Bank Full time

**Do you want to be part of a **force** for good, helping to make life better for customers & society in the moments that matter?** At Hodge, we put people at the heart of our business and that means our customers, colleagues and communities. Hodge is a Welsh financial service provider that focus on commercial lending, and specialist residential mortgage markets.

The Customer communications consultant is new permanent role reporting into the Marketing operations manager. The role will ensure that all customer communications for mortgages, savings and servicing are accurate and up to date including leading on continuous improvement.

**We’re looking for**:

- Demonstrable experience within Marketing and communications
- Working with cross-functional teams
- Stakeholder management

**Desirable**:

- Customer marketing/retention experience ideally within a B2B and B2C environment
- Experience of developing successful marketing campaigns through data and segmentation
- Project management
- Campaign management
- Planning and strategy
- Time management and prioritisation
- Marketing automation experience using CRM

**In return we offer**:

- Salary: £32,000
- Permanent Contract
- Based in Cardiff City Centre operating in a flexible Hybrid workspace.
- Private Medical & Health Insurance
- 28 days Holiday with the option to buy more.
- Subsidised Gym Membership.
- Extensive learning and development programme
- Generous, personalised benefits package
- Company pension contribution up to 15%
- 4 days on top of annual leave for community and charity work
- Flexible working options

**Responsibilities**:

- Develop, manage and improve our customer communications to ensure credibility of our comms.
- Ensure all customer communications produced are on-brand, consistent in terms of style, quality and tone of voice
- Editing existing customer communications to make them interesting and beneficial to our different audiences
- Work with customer experience, customer service, and retention teams to identify gaps in customer communications.
- Create new customer communications that are engaging, ensuring they incorporate input from key stakeholders.
- Work with BI team to build reporting dashboard
- Manage marketing CRM for business communications

**General**
- Comply with all company policies and procedures and legislative and regulatory requirements, including, but not exhaustively, those related to GDPR, Money Laundering, Health & Safety, PRA/FCA regulations, employment, and other legislative requirements (as applicable).
- 10. Undertake any other reasonable tasks as and when requested by senior management.
- 11. Develop and maintain an up-to-date knowledge of Compliance & Risk regulatory and legislative information related to products/services (e.g. PRA/FCA rules, Data Protection, Money Laundering, etc.), as advised by line management.
- 12. Support the risk culture of the organisation by taking personal responsibility for identifying and managing risks.
- ESG and sustainability are at the heart of everything we do and serves as a reminder of the _responsibility_ we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose._

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