Customer Communications Campaign Specialist

Elavon; London; Hybrid; GBP 40,000 - 70,000

Job description

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.

Job Description

This position is located within the European Marketing team. We are looking for a highly skilled B2B customer communications specialist to create and execute customer communications across multiple channels.

The ideal candidate will have a proven track record of delivering impactful content across channels, experience in regulatory communications, a strong background in digital marketing, and excellent copywriting skills. Proficiency with digital email marketing platforms such as Salesforce Marketing Cloud is desirable.

Key Responsibilities

1. Content Creation and Copywriting:
   1. Write clear, engaging and customer-centric copy using plain English for marketing and compliance communications across multiple channels.
   2. Develop messaging that aligns with communication objectives and resonates with target audiences.
   3. Produce creative subject lines and calls-to-action that drive engagement.
   4. Proofread and edit content to ensure accuracy, consistency, and adherence to brand guidelines.
   5. Manage translation requests to ensure messaging resonates across diverse audiences.
2. Campaign Management:
   1. Own the delivery of customer communications from conception to execution, ensuring alignment with business objectives.
   2. Develop and execute customer communications within specified deadlines and critical success factors.
   3. Oversee end-to-end process including briefing, stakeholder liaison, content creation, deployment, and performance reporting.
3. Compliance and Process Management:
   1. Knowledgeable on regulatory requirements as it pertains to B2B communications – e.g., Customer Duty in UK.
   2. Ensure all communications receive necessary internal approvals, including Legal and Compliance teams.
   3. Maintain audit-compliant processes and keep documentation organized in shared platforms.
4. Stakeholder Collaboration:
   1. Work with key team members to prioritize campaigns against critical success factors.
   2. Build strong relationships with stakeholders across all levels of the business.
5. Performance and Optimization:
   1. Leverage analytics to monitor communication performance and optimize future campaigns.
   2. Stay updated on market trends and propose innovative ideas to enhance campaigns.

You may be asked to perform tasks as required by management deemed as a reasonable request. The responsibilities, tasks and duties of the job holder might differ from those outlined in the job description.

Required Skills and Experience

1. Minimum of 6 years’ experience in customer communications, preferably in a business-to-business (B2B) environment within financial services or a regulated industry. Experience in payment services is a plus.
2. Comprehensive understanding of the regulatory framework (e.g., UK & Ireland-specific regulations) for marketing activities.
3. Expertise in using digital email marketing platforms, ideally Marketing Cloud or Pardot is desirable.
4. Exceptional creative and copywriting skills, with the ability to produce compelling content that aligns with brand tone and messaging.
5. Outstanding attention to detail and organizational skills.
6. A proactive attitude, with the ability to work independently and take ownership of key deliverables.
7. Effective interpersonal and diplomatic skills, enabling collaboration across complex, multi-stakeholder environments.
8. A positive, flexible mindset and a willingness to take on tasks at all levels, including administrative duties.
9. Demonstrable experience in proofreading, managing translations, and maintaining organized documentation for audits.

This job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review.

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.