Customer Communications Manager

Mobilize Financial Services; Maple Cross; In loco; GBP 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Mobilize Financial Services UK is seeking a Customer Communications Manager to turn business priorities and customer insight into clear, compliant campaigns across the customer lifecycle. You will lead planning, development, delivery and evaluation of multichannel communications using Salesforce Marketing Cloud to drive understanding, engagement and loyalty.

You will work with cross-functional teams including CRM/Loyalty, Digital, Brand and Compliance to ensure campaigns meet regulatory and

Competenze

• 4–5 years' experience in customer communications or related role.
• Proven multichannel campaign delivery across lifecycle stages.
• Excellent written, editing and creative judgement.
• Strong planning, audience definition and channel selection.
• Extensive experience with Salesforce Marketing Cloud and journey delivery.

Mansioni

• Own and maintain rolling customer communications plan aligned to priorities.
• Develop integrated campaigns across onboarding, loyalty, renewal and win-back.
• Translate propositions into clear, engaging customer communications.
• Lead end-to-end campaign process from brief to post-campaign evaluation.
• Collaborate with CRM/Loyalty, Digital, Brand and Compliance teams.

Conoscenze

Customer communications

Campaign management

Lifecycle marketing

Salesforce Marketing Cloud

Strumenti

Salesforce Marketing Cloud

Descrizione del lavoro

Reporting directly to the Head of Communications and Customer Engagement, the Customer Communications Manager is accountable for developing and delivering MFS UK's customer communications programme.

The role turns business priorities and customer insight into clear, compelling, compliant and measurable campaigns across the customer lifecycle, supporting customer understanding, engagement, loyalty, retention, renewal and win-back.

It leads the planning, development, coordination, delivery and evaluation of customer communications across relevant channels. Salesforce Marketing Cloud (SFMC) is the pivotal delivery platform for the role: the postholder is expected to ensure campaigns are delivered effectively through it and to advance the technical capability, governance and ways of working needed for future growth.

Specific Responsibilities

• Own and maintain the rolling customer communications and campaign plan, aligned to business priorities, customer needs and the wider communications and customer engagement strategy.
• Develop integrated campaigns across onboarding, in-life engagement, end of agreement, renewal, loyalty, retention and win-back, with clear objectives, audiences, propositions, messages, calls to action and measures of success.
• Turn propositions, product information and complex or regulated requirements into clear, engaging customer communications that build understanding, confidence and trust.
• Use customer insight, research, behavioural data and campaign learning to shape audience, message, timing and channel choices, ensuring communications are relevant and commercially purposeful.
• Lead the end-to-end campaign process, from prioritisation, brief and creative development through stakeholder alignment, approval, delivery and post-campaign evaluation.
• Maintain a coherent view of communications across key customer moments, balancing planned, triggered, service and regulatory activity and avoiding unnecessary duplication or contact pressure.
• Work closely with CRM/Loyalty, Customer Experience, Digital, Brand and Pricing, Customer Operations, Compliance, Data and Technology teams, and partner OEMs, to deliver joined-up and executable customer communications.
• Ensure all activity meets brand and tone-of-voice standards, data protection and marketing permissions requirements, financial promotions rules and Consumer Duty expectations, including clear customer understanding and appropriate consideration of accessibility and vulnerability.
• Establish a practical measurement and test-and-learn approach, using customer, campaign and channel data to improve engagement, response, conversion, retention, renewal and win-back outcomes while monitoring complaints, opt-outs and unintended impacts.
• Own the quality and reliability of campaign delivery through SFMC, ensuring briefs and audience requirements are translated into effective builds, and that testing, approvals, scheduling, deployment, monitoring and post-send checks are completed to a consistently high standard.
• Advance MFS UK's SFMC capability and reduce the current technical deficit through a prioritised roadmap covering automated journeys, reusable templates and content blocks, segmentation, data extensions, personalisation, reporting and campaign automation. In addition, project management skills will be required to enable all communications to be centralised.
• Build the practical SFMC knowledge needed to lead delivery confidently and, where appropriate, execute activity directly; set clear direction and acceptance criteria for SFMC developers, agencies and other delivery partners.
• Maintain robust SFMC and campaign governance, including workflow, documentation, naming and version control, consent and suppression rules, audit trails, data quality checks and contingency arrangements.
• Manage agencies, developers and other specialist partners effectively, ensuring briefs, capacity, dependencies, risks, quality and delivery expectations are clear and well controlled.
• Provide concise performance, delivery and risk reporting to the Head of Communications and Customer Engagement, using evidence and insight to recommend priorities, improvements and investment.
• Line-manage, coach and develop the Communications Intern, setting clear objectives and ensuring work is well prioritised, quality assured and connected to the customer communications plan.

Key Knowledge, Skills and Experience

• Minimum 4-5 years' experience in customer communications, campaign management, lifecycle marketing or a related role, ideally within financial services, automotive or another regulated environment.
• Proven accountability for developing and delivering multichannel customer campaigns that support understanding, engagement, loyalty, retention, renewal and win-back objectives.
• Excellent written, editing and creative judgement, with the ability to turn propositions and complex information into clear, relevant and compelling customer communications.
• Strong campaign planning and management skills, including briefing, audience definition, message development, channel selection, stakeholder alignment, delivery and evaluation.
• Extensive practical experience of Salesforce Marketing Cloud, including campaign and journey delivery, segmentation, automation, personalisation, testing and performance reporting; relevant SFMC certification would be desirable.
• Ability to understand and challenge technical campaign requirements and to work confidently with customer data, consent, preferences, deliverability, suppression and quality controls.
• Demonstrable experience of campaign measurement, experimentation and optimisation, with the ability to turn performance data and customer insight into practical action.
• Strong knowledge of financial promotions, FCA Consumer Duty, UK GDPR and PECR, and how these requirements apply to customer communications and marketing technology.
• Experience of managing agencies, developers or technical delivery partners, including prioritisation, briefing, quality assurance and service performance.
• Confident stakeholder management and influencing skills, with the ability to create clarity, challenge constructively and drive decisions across functions.
• Highly organised, proactive and resilient, with strong attention to detail and the ability to manage competing priorities in a fast-paced environment.

Measures of Success (OPTIONAL)

• A clear and prioritised customer communications plan is in place and delivered reliably, with ownership, dependencies and deadlines understood.
• Campaigns are strategically sound, creatively effective and delivered on time, right first time and in line with brand, regulatory, data and customer-outcome requirements.
• Customer communications contribute demonstrably to improved understanding, engagement, retention, renewal, loyalty and win-back outcomes.
• SFMC delivery is dependable and its capability, automation and governance measurably improve against the agreed roadmap.
• Insight, reporting and testing lead to visible improvements in propositions, content, audiences, channel choices and campaign performance.

Individual Conduct Rules

• Acting with integrity.
• Acting with due skill, care, and diligence.
• Being open and cooperative with regulators.
• Treating customers fairly and with respect.
• Observing proper standards of market conduct.
• Ensuring effective control of the firm’s business.