Customer Engagement & Communications Lead

Places for People; Northwich; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

27 days holiday + bank holidays

Healthcare cashback plan

24/7 remote GP services

Sponsorship for study and professional

Pension matched up to 7%

Life assurance 4x salary

Place Rewards discounts

Job summary

Places for People in the United Kingdom is seeking a Customer Engagement & Communications Lead to own the customer communications and engagement strategy, delivering clear, accessible and engaging content that improves the customer experience.

This leadership role oversees communications, campaigns and digital content, develops the team and explores how AI, automation and smarter processes can enhance how we communicate with residents and customers, while aligning with business objectives.

Qualifications

• Strong experience within customer communications, engagement or experience, ideally in a leadership role.
• Proven people management experience with coaching and development skills.
• Excellent written communication, content design and stakeholder management.
• Experience developing communication standards, governance and processes.
• Continuous improvement mindset with data/KPIs to drive improvements.
• Understanding of AI, automation and emerging digital technologies in communications.
• Ability to balance customer needs with operational, regulatory and commercial requirements.

Responsibilities

• Lead and develop the customer communications and engagement strategy aligned with CX priorities and business goals.
• Oversee communications, campaigns, resident engagement and digital content to ensure clarity and accessibility.
• Coach and develop the Customer Engagement & Communications team; set objectives and foster a high-performing culture.
• Use customer insight and performance data to identify opportunities to improve communications and journeys.
• Collaborate with Technology, Digital, Customer Service and Operations to identify automation and AI opportunities.
• Develop engagement initiatives to boost participation and digital adoption; measure against performance metrics.
• Champion a customer-first approach and continuously simplify processes to deliver better outcomes.

Skills

Customer communications

People management

Written communication

Content design

Stakeholder management

Communication standards

Continuous improvement

AI & automation

Compliance balance

Job description

Are you an experienced customer communications and engagement professional looking for an opportunity to shape how customers interact with a business?

We're looking for a Customer Engagement & Communications Lead to take ownership of our customer communications and engagement strategy, helping us deliver clear, accessible and engaging communications that improve the overall customer experience.

This is a varied leadership role where you'll oversee customer communications, engagement programmes, digital adoption and content standards, while leading and developing the team. You'll also have the opportunity to explore how AI, automation and smarter processes can improve the way we communicate with and support our customers.

What you'll be doing

• Leading and developing our customer communications and engagement strategy, ensuring it supports customer experience priorities and wider business objectives.
• Overseeing customer communications, campaigns, resident engagement activities and digital content, ensuring everything we produce is clear, accessible, accurate and customer focused.
• Leading, coaching and developing the Customer Engagement & Communications team, setting clear objectives and creating a collaborative, high-performing culture.
• Using customer insight, feedback and performance data to identify opportunities to improve communications, customer journeys and service delivery.
• Working collaboratively across Technology, Digital, Customer Service and Operational teams to identify opportunities for process improvement, automation and AI.
• Developing engagement initiatives that increase customer participation and digital adoption, while measuring their effectiveness against agreed performance measures.
• Championing a customer-first approach and continuously looking for ways to simplify processes, remove customer pain points and deliver better outcomes.

What we're looking for

We're looking for someone with:

• Strong experience within customer communications, customer engagement or customer experience, ideally within a leadership role.
• Previous people management experience, with the ability to coach, develop and motivate others.
• Excellent written communication, content design and stakeholder management skills.
• Experience of developing communication standards, governance and effective processes.
• A strong continuous improvement mindset, with experience of transformation or business change and using data and KPIs to drive measurable improvements.
• An understanding of how AI, automation and emerging digital technologies can enhance customer communications and experiences.
• The ability to balance customer needs alongside operational, regulatory, compliance and commercial requirements.

What does RMG have to offer you?

You'll not only be joining a thriving market leader where you'll benefit from working alongside some of the best people in the industry, you'll also receive a superb package of company benefits, including:

• 27 days' holiday plus all Bank Holidays
• The option to buy or sell up to five days' annual leave each holiday year
• Healthcare cashback plan, allowing you to reclaim towards costs such as optical treatment, dental care, physiotherapy and GP charges
• 24/7 access to remote GP services
• Sponsorship for study and professional qualifications, including up to four study days
• Pension scheme with contributions matched up to 7%
• Life assurance of four times your annual salary
• Access to Our Place Rewards, offering shopping discounts, in-store vouchers, reloadable e-cards, cashback on online purchases and a range of exclusive offers