Customer Communications Specialist - B2C/broadband

Project People; Oxford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading marketing consultancy is seeking a Customer Communications Specialist to enhance retention and engagement metrics through compelling communications. You will lead creative campaigns to drive brand love and increase customer loyalty in a fast-paced environment. The ideal candidate has strong B2C marketing experience, excellent writing skills, and a deep passion for data-driven engagement. This role offers an excellent opportunity to work collaboratively with various teams and to utilize innovative AI tools in campaign development.

Qualifications

• Experience in B2C marketing or customer comms.
• Strong writing, briefing, and campaign delivery skills.
• Great stakeholder management and a creative mindset.

Responsibilities

• Lead the creative development of customer communications.
• Collaborate with teams to translate strategy into execution.
• Track performance and optimize future campaigns.
• Craft design briefs for the In-House Agency.
• Own timelines and stakeholder engagement.
• Ensure compliance across all outputs.

Skills

B2C marketing

Strong writing skills

Campaign delivery

Stakeholder management

Creativity

Data-driven marketing

Tools

AI tools

Job description

Customer Communications Specialist - B2C/Broadband/PAYG

Contract

Reading/Home

We're looking for a Customer Communications Specialist to join our Customer Comms team. This role is central to delivering compelling, insight-led marketing communications to our Contract Voice, Broadband, and Pay As You Go customers - driving brand love, retention, cross-sell, and upsell.

As part of the creative engine behind our email, SMS, and app campaigns, you'll turn strategic ideas into high-impact customer communications. You'll thrive in a fast-paced, collaborative environment, working closely with CVM, GTM, vendor partners, and the wider Marketing team to bring new propositions to life that truly engage and deliver results.

You'll collaborate with our in-house creative agency to develop standout campaigns, but you'll also be confident in using AI tools and prompt engineering to craft inspiring, high-quality copy.

We're looking for someone who can juggle multiple workstreams, stay calm under pressure, and bring structure, creativity, and energy to everything they do.

Responsibilities of the Customer Communications Specialist

• Lead the creative development and delivery of customer communications across retention, upsell, and cross-sell activity
• Work with CVM and Marketing Managers to translate strategy into creative execution
• Collaborate with the CVM Insights team to track performance, apply learnings, and optimise future campaigns
• Craft clear, inspiring design briefs for our In-House Agency to deliver effective and on-brand creative
• Own timelines, approvals, and stakeholder engagement to ensure smooth end-to-end delivery
• Liaise with legal, brand, propositions, and vendor teams to ensure compliance and consistency across all outputs

The successful Customer Communications Specialist will have

• Experience in B2C marketing or customer comms
• Strong writing, briefing, and campaign delivery skills
• Great stakeholder management and a creative mindset
• Passion for data-driven marketing and customer engagement

Project People is acting as an Employment Business in relation to this vacancy.