Client Communications Lead

ADP; Staines-upon-Thames; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global payroll solutions provider is seeking a Client Communications Lead to innovate client engagement strategies. This role involves creating comprehensive communication plans, building relationships with stakeholders, and enhancing client understanding of products through events and various media. Candidates should have at least five years of relevant experience, fluency in English, and expertise with Microsoft and CRM tools. The position allows for hybrid working in Staines-upon-Thames, UK.

Qualifications

• Five years of experience in communications, especially with global organizations.
• Must have strong writing skills for varied media formats.
• Experience managing events such as webinars.

Responsibilities

• Develop a client communication strategy with measurable engagement outcomes.
• Foster relationships with key internal stakeholders.
• Launch client webinars to enhance understanding of ADP’s vision.

Skills

Client communications

Fluent English

Microsoft products

CRM systems knowledge

Social media management

Project management

Tools

PowerPoint

SharePoint

Eloqua

Job description

JOB TITLE: Client Communications Lead, Global Payroll, ESI

LOCATION: Spain, Barcelona; or UK, Staines

JOB-TYPE: Full-time

Hybrid working - 3 days in office and 2 days from home

ADP’s Global Payroll communication team is responsible for internal and client communications about our market-leading global payroll suite of products – ADP GlobalView, Celergo and Streamline. We ensure associates are informed, engaged and involved in the development of Global Payroll, its solutions and services, with a deep understanding of our clients and the market, and how Global Payroll supports the wider ESI strategy. Our client communication team seeks to drive engagement with the ADP brand, helping clients understand the breadth of our offer and expertise, and promoting us as the number one global payroll organization. We build client knowledge of our solutions and their potential, while delivering the latest news about payroll and HR technology and innovation.

ROLE OVERVIEW

We are looking for a dynamic new Client Communications Lead to join the Global Payroll communications team. Our ambition is to completely reshape our client communications, introducing new channels and messaging, working more proactively with teams across Global Payroll (Marketing, Product and Client Success for example) and building a stronger, more measurable, contribution to client Net Promoter Scores (NPS) and brand awareness. You’ll be working with senior stakeholders across ADP and Global Payroll, to understand Global Payroll’s vision and business strategy as you develop ways to share that with clients and involve them in the journey. As well as our existing networking platforms and emails, you’ll introduce new ways to reach out to clients, from newsletters, to events and webinars , videos and podcasts.

We are a small team so you’ll need to be happy working both at a strategic level and collaborating with colleagues on delivery, as well as taking a flexible approach to supporting our multiple projects and deliverables and contributing to the work of the wider ESI communications team.

KEY RESPONSIBILITIES

• Create a client communication strategy that comprehensively revamps client communication and interactions with new channels and messaging, working across Global Payroll, the wider business and our client facing teams to achieve measurable increases in client engagement.
• Take a strategic and proactive view across the business and communication landscape as well as providing excellent day-to-day delivery.
• Develop good relationships with key stakeholders across Global Payroll and other parts of ADP (for example, product, legal, other communication teams, security and compliance) as needed.
• Ensure that we continue to drive alignment between Celergo Streamline and GlobalView communications, where possible merging communications and where this is not possible ensuring a consistent client experience.
• Work with the Bridge Global technical team and moderators to drive up engagement figures for the Bridge Global. Create a plan for regular engagement events and activities to make the Bridge Global a central part of the client communication experience.
• Develop a plan for client webinars and other events to drive engagement, the understanding of ADP’s vision, and adoption of product functionality. Ensure as many clients as possible have access to material that is developed across ADP (for example by promoting marketing podcasts and videos, publicizing learning opportunities, and giving access to recordings of conference and event speakers).
• Create and maintain a measurement methodology that gives feedback on how clients are engaging with communications so that we can continuously improve.
• Work with the Global Payroll communications team to
  • contribute to overall Global Payroll communication strategy development and planning
  • align internal and client messaging
  • contribute to the work of the Global Payroll team, for example by helping and leading communications activities outside the day-to-day responsibilities of the role.

EXPERIENCE REQUIRED

• Five years of work experience in communications, including client communications and working with global organizations.
• Must be fluent in English, both verbal and written.
• Excellent knowledge of Microsoft products (eg PowerPoint, SharePoint).
• Knowledge of CRM systems and mailing platforms such as Eloqua.
• Experience of writing for different media: video and podcast scripts, slide decks, social media posts, magazine articles etc.
• Ability to translate highly technical information into client-friendly copy.
• Experience in social media and community management and in the use of social media platforms to drive audience engagement.
• Experience of event management – for example live broadcast webinars.
• Strong organizational and project management skills to manage multiple projects and deadlines effectively.
• Experience of working with and advising senior leadership teams on communication and engagement activities and strategy.
• Ability to maintain full confidentiality on sensitive topics.
• Strong interpersonal skills and comfortable interacting with stakeholders at all levels in a global, matrixed organization.
• Flexible approach to working as part of a global team.
• Ability to work with minimum supervision and on own initiative.