Customer Communications Manager

Portsmouth Water Ltd; Havant; On-site; GBP 40,000 - 55,000; Full time

Job summary

A regional water company is seeking a Customer Communications Manager to lead multichannel communications efforts. The successful candidate will enhance customer journeys, ensuring clear messaging across all platforms. Responsibilities include managing automated communications through the Kraken CRM and collaborating with various teams to improve engagement. Ideal candidates will have experience in customer communications within the utility sector and a strong understanding of regulatory requirements. This position offers a competitive salary, generous benefits, and a company culture that values employee well-being.

Benefits

Generous pension scheme

Up to 6% performance bonus

Enhanced family leave

Social events

Life assurance scheme

Comprehensive wellbeing support

Private Medical Insurance

Electric Vehicle Scheme

Cycle to Work Scheme

Health Cash Plan

Qualifications

• A skilled copywriter who excels at simplifying complex messages.
• Good knowledge of GDPR and PECR regulations.
• Demonstrable experience in customer communications within a regulated sector.

Responsibilities

• Lead the development of multichannel customer communications.
• Improve communications for key customer journeys.
• Collaborate with teams to address customer pain points.

Skills

Copywriting

Customer centricity

HTML coding

Continuous improvement mindset

Attention to detail

Planning and time management

Stakeholder management

Experience with CRM tools

Data analysis skills

Tools

Kraken

Salesforce

Hubspot

Sendgrid

Job description

We re looking for a Customer Communications Manager to lead the development of clear, engaging, and timely multichannel communications across every customer touchpoint. You ll play a key role in supporting essential customer journeys and shaping communications campaigns that inform, reassure, and inspire confidence in our services. In this role, you ll drive continuous improvement in all direct-to-customer communications, ensuring messages are consistent, accessible, and customer-focused. You ll champion best practice, maximise engagement across our channels, and help us create a seamless experience for every customer we serve.

Responsibilities

• Lead the development and management of multichannel customer communications across the full lifecycle, including email, SMS, letters, service messages, door drops and bill inserts.
• Improve communications for key customer journeys such as billing, metering, collections and service updates.
• Create, edit and test automated triggered communications and workflows within the Kraken CRM platform, in partnership with the Product team.
• Design and maintain HTML email and RML letter templates used within Kraken.
• Manage the day‑to‑day relationship with Print & Send fulfilment partner, ensuring smooth operations.
• Test new formats and approaches with print/fulfilment partners to boost customer engagement and improve cost efficiency.
• Collaborate with Customer Services, Product and CX teams to address customer pain points through improved communications.
• Drive continuous improvement of all customer communications, using best practice, creative content, behavioural science, gamification and personalisation while ensuring accessibility and support for vulnerable customers.
• Coordinate with internal teams and external contractors to ensure professional, on‑brand communications for projects affecting customers (e.g., smart meter rollout, mains replacement, pipeline works).
• Maintain ready‑to‑use templates and processes for urgent or incident‑related communications.
• Work with Tech and Data teams to build dashboards and reporting that track performance and identify improvements.
• Embed agile, test‑and‑learn practices, including A/B testing, to enhance communication effectiveness.
• Ensure all communications comply with regulatory requirements, including GDPR and PECR, and liaise with the DPO on upcoming initiatives.

Qualifications

• A skilled copywriter who excels at simplifying complex messages.
• Customer centric always thinking about how to make things simpler, clearer and better for customers.
• HTML and RML coding and template creation skills.
• Continuous improvement mindset always looking to optimise and improve.
• Good knowledge of GDPR and PECR regulations.
• Strong attention to detail.
• Strong planning, time management and stakeholder management skills to prioritise and manage workload.
• Demonstrable experience in customer communications or CRM within a utility company or other regulated sector.
• Previous experience developing multichannel customer communications, including campaigns, transactional and service messaging.
• Previous experience using CRM, email marketing and campaign management tools e.g. Kraken, Salesforce, Hubspot, Sendgrid etc.
• Demonstrable experience of using data and insight to improve customer communications.
• Previous experience developing communications to support complex customer journeys.

We re making a difference: Together, we can ensure that there is enough water for everyone, now and in the future.

Please be aware, the Company has a responsibility to ensure that all employees are eligible to live and work in the UK. Due to the high volume of applications we may receive, we re unable to respond to every applicant individually. If your application is of interest, we ll usually be in touch within 4 weeks of receiving it.

What can Portsmouth Water offer you?

At Portsmouth Water, we believe in rewarding our people. Here s just a taste of what s waiting for you when you join the team.

We ll help secure your future with a generous pension scheme, contributing up to 15% because your tomorrow matters as much as your today.

Performance Pays Off — You could earn a non-contractual bonus of up to 6% of your basic salary, linked to company performance because when we succeed together, you should benefit too.

Family Comes First — Whether you re welcoming a new arrival through birth or adoption, we ve got your back with enhanced maternity, paternity, and adoption leave and pay.

Social Events — All expenses covered summer and winter social events.

Peace of Mind, Always — Our life assurance scheme gives your loved ones extra security, with a 4x salary lump sum benefit in case the unexpected happens.

Comprehensive Wellbeing Support — Whether you need confidential mental health and wellbeing advice 24/7 through our Employee Assistance Programme, or physical health support via our Virtual GP service (available 8am10pm, 7 days a week for you and your immediate family), help is always close at hand with the HealthHero app.

Additional Support — When You Need It — We know life has its ups and downs. That s why we offer Private Medical Insurance — provided by Bupa giving you access to expert healthcare and 24/7 confidential support.

PW Perks — Treat Yourself! Enjoy exclusive discounts at thousands of retailers, plus exciting benefits like:

• Electric Vehicle Scheme (after 1 year)
• Cycle to Work Scheme
• Health Cash Plan
• and so much more!