Senior Customer Communications & Marketing Manager - Base

Talktalk; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading telecommunications company in Manchester is seeking a skilled professional to lead customer communications, enhance customer satisfaction, and ensure regulatory compliance. The ideal candidate will have over 5 years of experience in customer communications and marketing, preferably in telecoms. This role offers a competitive salary, healthcare benefits, and a focus on inclusion.

Benefits

Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off

Private healthcare for all employees

Competitive pension scheme and performance-related bonus opportunities

Free broadband for all employees

3 paid volunteering days a year

Qualifications

• At least 5+ years experience in customer communications and marketing, ideally within telecoms or utilities.
• Strong understanding of regulatory requirements and customer lifecycle management.
• Knowledge of agile working a bonus.

Responsibilities

• Develop and deliver customer journey communications that drive engagement and satisfaction across all touchpoints.
• Identify and implement initiatives to reduce customer churn, using data-driven insights and customer feedback.
• Collaborate with cross-functional squads to align communications with product launches, service updates, and commercial priorities.

Skills

Strong communications skills including copywriting

Data-driven approach to decision-making

Excellent stakeholder management

Strong cross-functional collaboration skills

Job description

Overview

Focus on the strategy, creative and execution of customer communications for our existing customer base, optimising the customer journey, reducing churn, and ensuring regulatory communications are clear, compliant, and effective. Work in cross-functional squads to deliver business outcomes.

Responsibilities

• Develop and deliver customer journey communications that drive engagement and satisfaction across all touchpoints.
• Identify and implement initiatives to reduce customer churn, using data-driven insights and customer feedback.
• Harness research, analytics and a test and learn approach to build understanding of our customer base to help develop relevant and targeted comms.
• Ensure all regulatory communications are timely, accurate, and fully compliant, collaborating with the Communications & Stakeholder Engagement team and others as appropriate.
• Collaborate with cross-functional squads to align communications with product launches, service updates, and commercial priorities.
• Focus on key metrics related to retention, churn, customer satisfaction and regulatory compliance.

Qualifications

• At least 5+ years experience in customer communications and marketing, ideally within telecoms or utilities.
• Strong understanding of regulatory requirements and customer lifecycle management.
• Knowledge of agile working a bonus.

Skills

• Strong communications skills including copywriting.
• Data-driven approach to decision‑making.
• Excellent stakeholder management.
• Strong cross‑functional collaboration skills.

Experience

• Proven track record in customer communications.
• Experience using analytics to inform strategy.

Behaviours / Values Fit

• Pragmatic team player who is as adept at working in cross‑functional squads.
• Focused on delivering for customers and colleagues.
• Open to new ideas and able to work at pace.

Inclusion Statement

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.

Benefits

• 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.