Customer Communications and Marketing Manager

Thirteen Group; Tees Valley; Hybrid; GBP 53,000; Full time

Job summary

A prominent housing association in the North East seeks a Customer Communications and Marketing Manager to lead customer-facing campaigns and team initiatives. This hybrid role requires innovative communication strategies to engage and support a diverse customer base. Ideal candidates have experience in multi-channel marketing, brand management, and community engagement. The company offers a competitive salary, generous annual leave, and a supportive work environment.

Benefits

Salary - £52,799 per annum

Annual leave starting at 28 days

Pension contributions up to 17%

Health expense savings with Simply Health

Discount and Reward platform

Qualifications

• Experience in a housing association, local authority, or social housing context is desirable.
• Skilled at managing sensitive messaging and crisis communications.
• Ability to measure impact and use insights for improvement.

Responsibilities

• Lead a team to deliver accessible and engaging content across all channels.
• Deliver campaigns using customer insights to improve experience.
• Build relationships with customers through community engagement.

Skills

Customer storytelling

Multi-channel campaign delivery

Team leadership

Brand identity protection

Knowledge of accessibility regulations

Education

Degree or professional accreditation in communications, marketing, or related field

Job description

Join us as a Customer Communications and Marketing Manager at Thirteen Group!

We are also advertising for a Corporate Communications and Marketing Manager. If you’re interested in both positions, please apply separately and we’ll do one interview for both roles if you’re shortlisted.

Role Overview

As we expand our Corporate Affairs team, we’re looking for a Customer Communications and Marketing Manager to join our team. You'll lead customer-facing campaigns and communications to inform, engage, and support our customers, managing customer messaging, marketing, community engagement, delivering the customer communications framework and customer reports. Your work will improve customer trust, engagement, and satisfaction.

This is a hybrid role, so you’ll work from home and a couple of days a week from our fantastic office at Hudson Quay in Middlesbrough. We’ll need you to be flexible around business and team need, so you may need to come into the office more frequently when required.

Thirteen Benefits

• Salary - £52,799 per annum
• Annual leave starting at 28 days and rising to 31 days after three years, a day off for your birthday, plus bank holidays.
• Pension up to 17% contributions (flexible contribution rates of up to 7% colleague and up to 10% employer).
• Simply Health save money on common health expenses and get access to health and wellbeing support services.
• T’dar our Discount and Reward platform giving you huge savings on everyday brands.
• Opportunities to buy and sell annual leave.

Key Responsibilities

• Managing a team of specialists to deliver accessible and engaging content across all channels, aligned with strategic objectives.
• Delivering campaigns and promotions using customer insight to attract, engage, and improve customer experience.
• Building relationships with customers and our communities through sharing customer stories, sponsorships, and supporting inclusive communication.
• Handling sensitive and crisis communications to protect reputation and ensure timely messaging to customers.
• Improving digital channels, overseeing tools for better customer experience, and ensuring GDPR compliance and accessibility.
• Measuring impact by setting KPIs, using data to improve communications, maintaining brand standards, and meeting regulatory requirements.

About You

• Hold a degree or professional accreditation in communications, marketing, or a related field (or equivalent experience).
• Experienced in protecting and enhancing brand identity, service/product marketing, customer communications and community engagement.
• Skilled in multi-channel campaign delivery for diverse audiences, customer storytelling, and managing sensitive messaging.
• Able to provide expert marketing and communications advice to colleagues at all levels and lead/support a team effectively.
• Knowledge of accessibility and regulatory requirements for customer communications, with ability to measure impact and use insights.
• Experience in a housing association, local authority, or social housing context is desirable.

Why Thirteen Group?

We’re more than just a housing association we’re a community builder. As the largest housing association in the North East and among the top 25 nationally, we manage over 36,000 properties.

• Join a team that’s local at heart but welcomes talent from everywhere.
• Be part of an organisation that values diversity and inclusivity.
• Be a part of a company that offers tailored support services, going beyond just housing solutions.

Interested?

For more details, please refer to the attached documents. If you’d like to talk more about the role please contact Chantelle Doughty, Head of Communications and Marketing, on 07825 119012 for an informal discussion. NO RECRUITMENT AGENCIES, please.

Are You Ready for a Rewarding Challenge?

Join us at Thirteen Group and be a part of our vision to improve lives every day. As part of our hiring process, if you’re successful we’ll need to verify your right to work in the UK. Unfortunately, we are not a Skilled Worker Sponsoring Employer at this time.