Head of Communications Development & Transformation

Head of Customer Communications (Transformation & Change) – up to 110K plus Bonus – Staines

THE COMPANY
My client is a FTSE 100 brand and one of the UK’s best-known service providers. As the business grows and changes, they are currently building a centre of excellent for content and communications. With these changes, comes exciting challenges and opportunities around transforming the whole nature of customer communications, whilst reframing how they engage the customer base. With over 100m communications touchpoints made yearly, it’s imperative that they find the right person who will build a strategy around the customer comms channel and the best way to approach it.

This is a super opportunity for someone who understands the services business. If your background is retail, innovation, telco or FS, please read on…

THE ROLE
You will lead the development and transformation of this brand’s marketing and operational communications, ensuring that they put the customers as the heart of everything they do.
You will develop the content strategy to transform how they communicate with customers with a focus on providing engaging content and encouraging customers to interact with the brand via digital channels
You will develop in-house content capabilities and create a content centre of excellence by leading and growing a team of around 20-30 people (5 direct reports).

Key Accountabilities:

• Develop and roll out a content strategy
• Lead the content team to create engaging personalised, segmented content for all channels and media to support all stages of the customer lifecycle
• Lead the comms transformation project to reduce our reliance on paper comms and encourage customers to interact with the brand via the app and web
• Manage creation of operational comms, and liaise with the Operational Comms team to drive delivery to our customers
• Lead the content and comms workstreams for the website transformation project
• Collaborate with different areas of the business to create copy that best communicates the brand, from Compliance, Legal, UX, Dev teams, to third party agencies
• Ensure the Content team produces copy that brings to life the brand tone of voice, translate content into meaningful messaging, and ensure copy meets the needs of key stakeholders
• Manage agency relationships where required.

Please ONLY apply if you possess the following:

• Significant demonstrable experience of developing communications in a large fast-moving consumer facing services brand/retail company
• Very strong creative judgement with the ability to write in and judge creative work against an established brand identity
• Highly developed written and verbal communication skills
• Strong attention to detail and enthusiasm for quality and consistency
• Significant exposure to online marketing, social media and e-commerce, as well as an informed perspective on how best to deploy content in each
• Proven track record of managing high-performing teams
• Skilled in developing and executing content strategies for large, multi-national organizations
• Strong leadership, stakeholder management and influencing skills
• Ability to drive organisational change across multiple stakeholder groups
• Understanding of operating in a regulated environment.

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