Online Customer Communications Lead

TN United Kingdom; Addlestone; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking an Online Customer Communications Lead to enhance customer engagement through innovative digital strategies. This pivotal role focuses on developing and executing comprehensive online communication plans that align with business goals. You'll be responsible for optimizing customer interactions across various digital platforms, ensuring a seamless experience. Collaborating closely with marketing, product, and IT teams, you'll leverage your extensive experience to drive impactful communication initiatives. If you're passionate about digital engagement and have a proven track record in this field, this opportunity is perfect for you to make a significant impact.

Qualifications

• 7+ years of international experience in digital communications.
• Strong background in online customer engagement strategies.

Responsibilities

• Develop and implement online customer communication strategies.
• Monitor and analyze performance of communication campaigns.

Skills

Digital Communication Strategies

Customer Engagement

Content Management Systems

Analytical Skills

Collaboration Skills

Written Communication

Verbal Communication

Education

Bachelor’s degree in Communications

Bachelor’s degree in Marketing

Bachelor’s degree in Business

Tools

CRM Platforms

Social Media

Email Marketing Tools

Job description

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Online Customer Communications Lead, Addlestone

Client: Brambles

Location: Addlestone, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 48be2d6ecf90

Job Views: 26

Posted: 21.03.2025

Expiry Date: 05.05.2025

Job Description:

Description

Position purpose:

The purpose of this position is to develop and execute online communication strategies to enhance customer engagement and satisfaction. This role focuses on leveraging digital platforms to deliver consistent, high-quality communication and ensuring a seamless customer experience across all online touchpoints. The role will handle both secure and unsecure messaging aspects for customer communications, including notifications, alerts, emails, and more.

Your mission:

1. Develop and implement a strategic online customer communication strategy that aligns with overall customer experience and business goals
2. Identify and prioritize communication channels (website, email, social media, mobile, chat) to maximize customer engagement and satisfaction
3. Oversee the creation, management, and optimization of digital content, ensuring consistency in brand voice and messaging
4. Enhance the customer experience by developing and executing targeted communication campaigns and initiatives
5. Monitor and analyse the performance & effectiveness of online communication strategies and campaigns, using metrics and KPIs to drive continuous improvement
6. Prepare and present regular reports on communication performance and customer engagement trends
7. Work closely with marketing, product, customer service, and IT teams to ensure cohesive communication strategies and seamless execution.
8. Stay updated on the latest digital communication trends, tools, and technologies to enhance the company’s online presence

Your background:

1. Bachelor’s degree in communications, Marketing, Business or related field
2. 7+ years of international experience in digital communications with a strong background in online customer engagement
3. Track record of developing and implementing successful online communication strategies
4. Experience with CRM platform development and maintenance, including content management systems, social media, and email marketing
5. Excellent written and verbal communication skills, with a keen eye for detail and consistency
6. Strong analytical skills, with the ability to interpret data and make informed decisions.
7. Knowledge and experience in managing secure and unsecure messaging for customer communications
8. Strong collaboration and interpersonal skills, with the ability to work effectively across departments and regions

Preferred Education: Bachelors - Marketing

Preferred Level of Work Experience: 7 - 10 years

Remote Type: Hybrid Remote

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.