Interim Senior Customer Communications Manager

A2Dominion; Ealing; Hybrid; GBP 58,000; Full time

Job summary

A prominent UK housing association is seeking an Interim Senior Customer Communications Manager to enhance its communication strategies. This role involves leading customer communications and marketing programs, managing relationships with creative agencies, and ensuring high-quality content delivery. Ideal candidates will possess significant experience in customer marketing, project management skills, and strong stakeholder engagement abilities. This is a hybrid position based in Ealing, offering a contract for 6 months, with a salary of £57,003.

Benefits

25 days' holiday (plus Bank Holidays)

Up to 8% contributory pension

Flexible working

Up to £300 health and lifestyle benefits

Qualifications

• Significant experience in managing customer marketing and communications.
• Strong copywriting, editing, and proofreading skills.
• Experience in planning and delivering marketing communications.

Responsibilities

• Lead and deliver customer communications and marketing programs.
• Manage relationships with creative agencies and suppliers.
• Monitor and report on the performance of customer communications.

Skills

Stakeholder management

Copywriting

Project management

Brand management

Education

GCSE in Maths and English (Grades A*-C)

Professional qualification in internal communications

Job description

Interim Senior Customer Communications Manager

Salary: £57,003

Location: Ealing office base with hybrid working

Contract: 6‑month fixed‑term contract, 35 hours per week

DBS check required: Basic

Advert Closing date: Friday 9th January 2026

Role Overview

We are looking for a Senior Customer Communications Manager to join our dedicated Communications department. The successful candidate will promote and protect the reputation of the Group by leading and delivering high‑quality marketing communications for customers and assisting with the management of the overall Customer Communications function.

Key Responsibilities

• Contribute toward the development of customer communications and marketing strategies, and lead on the creation of supporting projects, policies and procedures from inception.
• Lead, manage and deliver customer communications and marketing programmes and projects across the Group, ensuring customers are well‑informed and that we achieve good, consistent customer experiences across all channels and touchpoints.
• Monitor, review and report on the performance of the customer communications work programme.
• Develop and maintain strong business‑partnering relationships with client departments and areas, providing expert communications advice, designing new solutions and influencing others to change ways of working.
• Champion A2Dominion’s brands, protecting its integrity and advising on brand strategy, usage, corporate identity, house style and production assets.
• Manage the procurement of and relationships with creative agencies and suppliers.
• Undertake shared management responsibilities and administration to support the smooth and harmonious running of the team, its systems, processes and administration.
• Plan, manage and deliver a range of high‑quality customer communications projects and activities using the full marketing mix, ensuring activities are delivered to a high standard and within budget. This includes:
• Information: newsletters, handbook, leaflets, noticeboards, signage, digital/website content, digital customer channels and social media.
• Accessibility: ensuring that accessibility needs related to customer communication, such as Plain English, translations, Braille and other formats, are met.
• Creative Campaigns: development of multi‑channel, direct marketing campaigns to stimulate customer acquisition and retention for products and services.
• Operational Communications – BAU: supporting frontline teams to deliver and improve their day‑to‑day communications with customers across all channels and touchpoints.
• Operational Communications – Change: overseeing the identification and implementation of opportunities to improve customer communications within new business processes as part of the Group’s business transformation programme.
• Assist the Head of Customer Communications with the overall management of the Customer Communications Team and deputise in their absence, including:
  • Leading on crisis and business continuity incidents.
  • Managing a range of projects and activities relating to wider customer communications, including media relations, public affairs and business partnering.
  • Ensuring communications materials are produced to a high standard by signing‑off and managing approvals prior to publishing internally and/or externally.
  • Assisting with the maintenance of the function’s work plans and performance reports.

More About You

• Educated to GCSE level or equivalent in Maths and English (Grades A*‑C).
• A relevant professional qualification (e.g. in internal communications) or equivalent.
• Significant knowledge and experience in planning, managing and delivering customer marketing and communications programmes within a large, complex organisation.
• Project and programme management experience, including briefs, plans, delivery and evaluation, working with peers and colleagues across different departments.
• Strong stakeholder management, influencing and negotiating skills and the ability to provide advice and guidance for stakeholders at all levels.
• Excellent copywriting, editing and proofreading skills, with good grammar and literacy.
• Brand management experience, ensuring communications are delivered in line with the Group’s tone of voice and corporate identity.

About Us

We’re a UK housing association committed to a vision – providing homes people love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable and private rent, specialist housing services, as well as homes for sale and shared ownership. Our 70,000 customers come from diverse backgrounds and we’re here to deliver safe, high‑quality, sustainable homes. With social housing roots going back eight decades, we ensure every penny of profit is reinvested into our charitable social purpose – delivering more homes and better services for customers.

We’re also members of the G15, a group of leading housing associations that work together to house one in ten Londoners and tackle the housing crisis.

Benefits

• 25 days’ holiday (plus Bank Holidays) increasing up to 28 days with 3 years of service, prorated based on hours worked.
• Up to 8% contributory pension.
• Flexible working.
• All permanent and fixed‑term employees receive a generous annual allowance of up to £300 to use toward health and lifestyle benefits for both you and your family.

Why Choose Us

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.