Customer Communications Manager

You’ll be responsible for the creation and deployment of engaging and customer centric emails and off line communications. This is a fantastic opportunity to work alongside the brand, design and digital teams to create disruptive and engaging communications that embody our tone of voice. From on boarding, to in life communications, you’ll ensure that we have it all covered.

We’re looking for someone who thinks outside the box. We’re not your average energy supplier and so we need ground-breaking communications that push the boundaries but are still in touch with reality. Consistency is crucial, your attention to detail will be key to making sure our communications are aligned.

This is a roll your sleeves up, hands on role where you can make the magic happen. You’ll also be instrumental in evolving and developing the tools and working with our partners for e-mails and offline communication as the business and our needs grow.

You’ll play a key role in establishing a challenger brand in its formative years, ensuring that our communication with customers is top notch, and written in an engaging and playful way. If you’re looking for freedom to make your mark in-house, this role is for you!

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

  • Create engaging e-mail and offline content along the whole customer life-cycle which brings our E.ON Next’s brand tone of voice to life.

  • Use customer insight from our analytics tools, surveys and operations feedback to identify customer pain points, derive optimisation ideas and drive related implementation.

  • Absorb regulatory requirements and translate these into simple, easy to understand, and caveat free communication for our customers.

  • Work with a range of stakeholders to ensure governance is covered and communications are approved while the simplicity and tone of voice is maintained.

  • Align closely with the other communication experts in the team to ensure communication 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

  • Working with the design and marketing teams to derive ways to keep our communications and content fresh and engaging, building a communications roadmap to deliver enhancements

  • Apply your exemplary attention to detail to everything you do – the smallest details make a big difference

  • Establish and build relationships with our print suppliers to manage fulfilment including stock and reconciliation reports

  • Develop your problem solving skills – when things don’t go to plan, you’ll need to move quickly to come up with alternative solutions, leveraging print house relationships and managing costs down

Are we a match?

To be better than the best, we need top notch people to join our dynamic team. There will be days when you need to step up to fill a gap and take on something out of the ordinary. That’s how we deliver the extraordinary. If this doesn’t faze you, and you’re looking for something exciting, here’s our wish list for the experience you’ll have. Don’t worry if it’s not an exact match, everyone has something different to offer. Here’s our starter for 10 on the experience and skills we look for;

  • Several years of experience writing engaging copy that follows tone of voice guidelines, ideally with experience of embedding this within a business

  • Proven experience in implementing brand and design guidelines and driving excellence and attention to detail into the content you produce

  • Solid understanding of the regulatory requirements relating to customer communication along the customer life-cycle

  • Proven ability to take complex requirements, prioritising and responding quickly when priorities change

  • Proven experience collaborating with numerous stakeholders

  • Proven track record of delivery of business requirements within agreed timescales – whether implemented directly yourself through a content management tool or via development teams

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

Do you?

  • Have the ability to see problems as opportunities and have a creative and proactive approach to problem solving

  • Take initiative and enjoy exploring and expanding your role

What else do I need to know?

  • We’ll have regular team socials and a corporate Deliveroo account for when the need arises

  • Competitive salary

  • 26 days holiday plus bank holidays – this includes a guarantee of for your birthday if you want it

  • A generous pension scheme

  • The chance to choose from our Flexible Benefits range

  • Location: London with travel to our other sites when required

  • Closing date – Tuesday 15th February 2022

Job Information

Job Reference: JR100260_1643710321
Salary: Negotiable
Salary From: £
Salary To: £
Job Industries: Design and Creative
Job Locations: London
Job Types: Permanent
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