Location
London

Hours
Full Time, Permanent

Salary
Negotiable

About the Role
As a Manager, Customer Communications, you’ll join a newly created team in a brand-new role, giving you the opportunity to help shape how we manage and develop customer communications at NewDay. You’ll focus on making sure our operational communications are clear, effective and customer-led across a range of channels. You’ll take ownership of key customer journeys, identify opportunities to improve the way we communicate, and work across the business to create better experiences and outcomes for our customers.

How you’ll contribute:
Lead the development of key customer communication journeys, including monthly statements and payments, taking end-to-end accountability for their clarity, accuracy, consistency and performance. Partner with stakeholders to identify and map customer journey “hot spots”, recommending and driving improvements to how customers experience and engage with our products. Work cross-functionally with Customer Services, Product, Partnerships, Data Analytics, Legal, Brand, Creative and Salesforce teams to deliver effective communications and customer journeys. Support campaign reporting and analyse performance with key stakeholders, using customer insights and data to continually improve engagement and outcomes. Manage campaign budgets and approvals while contributing to a collaborative, innovative and customer-focused culture across the Marketing & Communications team.

Experience
- Strong customer communications management experience, developing and delivering operational communications across multiple channels.
- Proven ability to build customer journeys and support automated communications.
- Experience taking communications from initial brief and customer need through to final delivery, working closely with creative and cross-functional teams.
- Data-driven mindset with experience tracking communication performance, interpreting key metrics and demonstrating impact.
- Strong stakeholder management skills, collaborating across teams such as Commercial, Data Analytics, Brand, Legal, Product and Customer Services.
- Ability to work at pace and adapt to changing priorities with enthusiasm for innovation and continuous improvement.

About you
- Enthusiastic about innovation and continuous improvement.
- Collaborative and customer-focused.
- Able to manage multiple priorities in a fast-paced environment.

Qualifications
It is a plus if you have:
- An active interest in industry trends and challenger brands across credit, banking and financial services.
- Experience working within a regulated industry or environments requiring strong governance, accuracy and attention to detail.
- Hands-on experience using HTML and platforms such as Salesforce Marketing Cloud to build and optimise customer campaigns.
- Experience designing and delivering test-and-learn roadmaps, using customer research or testing tools such as UserZoom to validate ideas and improve customer journeys.