Head of Customer Communications & Marketing

TalkTalk; Salford; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

A leading UK telecommunications company is seeking a marketing leader to manage their customer communications and marketing teams. The role involves delivering innovative CRM strategies, enhancing customer retention, and overseeing performance marketing campaigns. The ideal candidate will have a strong background in consumer-facing roles preferably in telecoms and a mix of creative and commercial skills. This position supports flexible working arrangements and offers a range of benefits including private healthcare and generous holiday allowances.

Benefits

Flexible hybrid working

Private healthcare

Generous holiday package

Free broadband for all employees

Inclusive employee networks

3 paid volunteering days a year

Qualifications

• Proven experience in consumer-facing roles, ideally in telecoms or utilities.
• Ability to manage budgets and external providers effectively.
• Proficient in using analytics tools and digital platforms.

Responsibilities

• Lead customer communications and marketing team to meet commercial goals.
• Manage in-house marketing professionals and external specialists.
• Deliver cross-channel CRM strategies and performance marketing campaigns.

Skills

Creative mindset

Commercial awareness

Data analytics

Customer communication

Job description

Role Purpose

A new role to lead our reshaped customer communications & marketing team, delivering a new approach in the way we talk to and help to acquire our customers. Reporting to the Director of Corporate Affairs & Marketing , the role-holder will have a unique chance to help to drive the ongoing repositioning of the business as we continue our transformation journey.

Main Responsibilities

• Lead a unified customer communications and marketing team to help drive our commercial goals

• Manage a small team of in-house marketing professional and external specialists to deliver end-to-end customer communications and marketing to meet business priorities

• Deliver cross-channel CRM strategies against KPIs including customer retention, loyalty and acquisition targets

• Deliver performance marketing campaigns to drive customer acquisition and optimise conversion rates.

• Oversee and deliver our customer relationship management strategy to enhance customer retention and maximise customer lifetime value.

• Develop our customer contact strategy, working closely with the Commercial and Data teams to ensure our CRM is based on actionable insight based on defined cohorts

• Create campaign briefs which deliver targeted, measurable campaigns that deliver on our CRM strategy; a combination of triggered activity and stand‑alone activities focused on various channels

• Focus on integrating our digital and print communications with those delivered by our extended agent workforce to ensure alignment

• Work closely with the Head of Brand & Digital Marketing to ensure cross‑channel alignment and brand consistency

• Work closely with the Stakeholder Engagement team ensure all activity is properly governed, given the highly regulated nature of some communications

• Work closely with cross‑functional squads to provide appropriate customer communication and marketing awareness and expertise as appropriate, particularly alongside our Commercial and Product teams

Knowledge, Skills & Experience

Knowledge – Senior marketeer who has proven experience of consumer‑facing roles, ideally in the telecoms or utilities space. Telecoms sector knowledge is desirable but not essential – if not, the right candidate will have a significant grasp of the market in which we operate and its challenges.

Skills – Combining a creative and a commercial mindset will be key to the success of this role. Proven ability to understand the importance of communicating with customers, new and existing, to aid acquisition and loyalty.

Experience – Proven experience in data and the use of analytics tools and digital platforms, as well as managing and nurturing external providers within budget . The ability to help to provide counsel and direction to senior executives is highly desirable.

Behaviours / Values Fit – a pragmatic team‑player who isn’t afraid to challenge colleagues. Focused on delivering for our customers, and with it our colleagues. Capable of being disruptive, bringing new ideas , and having a real sense of pace and purpose.

Be Yourself. Make an Impact. Join Us.

As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.

We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work.

What We Offer

• Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection

• Collaborative office spaces designed for creative thinking and innovation

• Free on‑site parking at our offices

• Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)

• Private healthcare for all employees

• Competitive pension scheme and performance‑related bonus opportunities

• Free broadband for all employees

• Life event gifts – celebrating milestones like marriages and births

• Inclusive employee networks – open to all, supporting peer connection and thought‑provoking conversations

• Salary sacrifice scheme – save on dental, gym, and more

• Big retail and leisure discounts

• 3 paid volunteering days a year – because making a difference matters to us too