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Online Customer Communications Lead

4 months ago

UK, UK, United Kingdom Brambles Full time

Position purpose:

The purpose of this position is to develop and execute online communication strategies to enhance customer engagement and satisfaction. This role focuses on leveraging digital platforms to deliver consistent, high-quality communication and ensuring a seamless customer experience across all online touchpoints. The role will handle both secure and unsecure messaging aspects for customer communications, including notifications, alerts, emails, and more.


Your mission:

  • Develop and implement a strategic online customer communication strategy that aligns with overall customer experience and business goals
  • Identify and prioritize communication channels (website, email, social media, mobile, chat) to maximize customer engagement and satisfaction
  • Oversee the creation, management, and optimization of digital content, ensuring consistency in brand voice and messaging
  • Enhance the customer experience by developing and executing targeted communication campaigns and initiatives
  • Monitor and analyse the performance & effectiveness of online communication strategies and campaigns, using metrics and KPIs to drive continuous improvement
  • Prepare and present regular reports on communication performance and customer engagement trends
  • Work closely with marketing, product, customer service, and IT teams to ensure cohesive communication strategies and seamless execution.
  • Stay updated on the latest digital communication trends, tools, and technologies to enhance the company’s online presence


Your background:

  • Bachelor’s degree in communications, Marketing, Business or related field
  • 7+ years of international experience in digital communications with a strong background in online customer engagement
  • Track record of developing and implementing successful online communication strategies
  • Experience with CRM platform development and maintenance, including content management systems, social media, and email marketing
  • Excellent written and verbal communication skills, with a keen eye for detail and consistency
  • Strong analytical skills, with the ability to interpret data and make informed decision.
  • Knowledge and experience in managing secure and unsecure messaging for customer communications
  • Strong collaboration and interpersonal skills, with the ability to work effectively across departments and regions