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Customer Communications Editor

4 months ago

London, UK, United Kingdom E.ON Full time

We are looking for an energetic Customer Communication Editor to join the Brand and Marketing team. You'll be working alongside the wider Go to Market, Creative, Tech, Customer Service and Commercial teams to develop and deliver performance-driven CRM campaign activity for the EON Next and Sainsbury's Energy brands. Successful candidates will own end-to-end CRM campaigning, identifying business objectives, developing CRM marketing strategy and fulfilling communications planning with creative assets by working with our internal creative studio.

Channels span across own media such as website, email, DM or SMS, with direct responsibility for email deployment and optimisation of customer journeys. The role might entail paid media channel campaigning, which is managed with our in-house media team. Candidates require a strong understanding of data to successfully own audience segmentation, campaign set-up and analytics against a performance-driven weekly reporting cadence.

Your proactivity will allow you to play a key role in delivering business goals - across our government mandated smart meter adoption targets or our cross-selling commercial targets. You'll need proven experience managing end to end CRM campaigns, across data, communications planning, marketing strategy, creative asset production, fulfilment and project and stakeholder management.

Here's a taste of what you'll be doing

  • Identify business goals through cross-functional team collaboration

  • Define CRM campaign KPIs, marketing strategy and communication plans

  • Leverage insights and data to build customer-centric strategy, using tools such as Tableau, GWI and by engaging with regular research outputs

  • Plan, implement and optimise adequate customer journeys across web/app, customer service and an active line of communication into third-party post-sales fulfilment capabilities

  • Creating engaging email, SMS and offline content along the whole customer lifecycle, which brings the E.ON Next and Sainsbury's Energy brands to life

  • Translating regulatory requirements into simple, easy to understand, caveat free (where possible) communications for our customers

  • Working with a range of stakeholders to ensure communications are correct and approved in line with team processes, while simplicity and tone of voice is maintained

  • Aligning closely with other communication experts in the team to ensure consistency across all channels

  • Interfacing with the customer contact teams to identify areas where communications and content can be improved to reduce pain points, adopting a test and learn approach

  • Setting up, deploying and optimising communication campaigns using our CRM management tools and print house, including accurate data imports

  • Establishing and building relationships with key stakeholders across the business and with our print suppliers - to manage fulfilment including stock and reconciliation reports

  • Using customer insight from our analytics tools, surveys and operations feedback to identify customer pain points and drive related improvements

  • Working with the Design and Marketing teams to keep our communications and content fresh and engaging, building a communications roadmap to deliver enhancements

  • Develop project timelines, handling stakeholder approvals

  • Monitor campaign performance and optimisations daily, and provide official wider stakeholder updates on a weekly basis

  • Manage risk assessment of all marketing materials in line with GDPR compliance and ASA regulations, leverage REGs and legal teams where required and log a transparent trail of approvals

  • Champion brand metrics and brand consistency across all outputs

  • Optimise customer segmentation data, behavioural triggers and creative towards conversion over time

Are we a match?

We're looking a Customer Communication Editor with the following experience and skills;

  • Energy industry experience is a must

  • Experience writing copy that follows tone of voice guidelines

  • Excellent communication skills - able to convey complex information simply, with excellent attention to detail

  • Solid understanding of the regulatory requirements relating to customer communications along the customer lifecycle

  • Experienced in simultaneously planning, executing and evaluating multiple communication deliveries in a fast paced environment

  • Highly operational, with an ability to collaborate with numerous stakeholders and of building relationships with third parties that deliver results

  • Track record of delivering business requirements within agreed timescales - whether implemented directly yourself through a content management tool or via development teams

  • Knowledge of accessibility principles and creating accessible content, regardless of channel

  • Able to build emails in html code (preferred but not essential)

  • Experience of managing third party print providers to manage offline communications production (preferred but not essential)

  • Demonstrated CRM Campaign Management experience

  • Ability to develop campaign strategy and successful customer journeys

  • Proven experience leading creative and campaign outputs

  • Digitally minded with the ability to work with automated marketing software solutions including; building workflows and segmentation

  • Ability to leverage data to maximise campaign performance and strategy

  • Experience with changing priorities and fast-paced working environments

  • Proven experience reporting on campaign performance and recommend improvements

  • Willingness to challenge and think outside the box

  • Excellent attention to detail

  • Ability to work with autonomy

  • Experience with start-up brand and/or sub-brand beneficial