Head of Customer Communications

VMA Direct.; Warrington; Hybrid; GBP 125,000 - 150,000

Job description

Service provider within regulated industry requires an experienced Head of Customer Communications and Brand. Leading a small team, the role holder will lead customer comms contact strategy and engagement across all channels.

Using insight and data, they will create an action plan focused on customer engagement and support requirements for multiple large scale projects.

They will also lead brand strategy and team, channel management, campaigns, engagement, and social media strategy.

Specific responsibilities include:

• Develop customer personas and segmentation.
• Support community event activation.
• Lead brand strategy and tone of voice.
• Manage and improve channel management and customer experience at all touch points - full audit of end to end journey.
• Fulfill regulator's customer contact requirements.
• Target improved customer engagement scores.
• Lead behaviour change campaigns.
• Responsible for media budget and agencies.

Specifically looking for senior customer comms professionals from energy, utilities, or public service provider within a commercial environment.

Must have a deep understanding of customer insight and segmentation development. Able to develop new propositions and strategy and lead a high performing team. Able to influence the leadership team.

Activate strategy, lead multi-channel marketing, and manage media spend.

Must have previous head of/lead experience in customer comms and marketing. Used to leading teams and managing marketing spend with experience in behaviour change campaigns.

Hybrid working is three days on site.