Customer Communications Specialist

We're building something special at Fibrus, and our team is at the very heart of it. We're selective about who joins our team, looking for talented people who share our ambition, take pride in what they do and want to make a real impact. If you're looking for a growing organisation where you can have a voice, shape how we work and take ownership of your career, Fibrus could be the right fit. We want our people to develop, take on new challenges and have the opportunity to do their best work. We can offer all of that, along with competitive base salaries, bonus/commission schemes and enhanced company benefits.

At Fibrus, we put our people first! We are proud to be a company that encourages colleagues to do and be their very best. Our culture is focused on collaboration, growth and flexibility. We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers! So along with competitive salaries and an excellent benefits package, we also offer our colleagues benefits including mental health workshops, professional development support and private healthcare. We encourage a supportive and inclusive environment, where everyone feels welcome, and we are excited to speak to potential colleagues who share our purpose!

THE JOB

Working with the Head of Brand and Marketing, you will be responsible for delivering impactful marketing communications across multiple channels, developing and managing brand and commercial partnerships, and supporting the execution of integrated campaigns that drive awareness, engagement, and growth.

• Experience in the development of customer marketing communications across a range of channels (email, SMS, whatsapp , social).
• Experience of using customer communication management tools (CRM, Brevo, HubSpot etc)
• Experience measuring customer campaign performance and using insights to inform future development opportunities within comms
• The ability to develop comms within a brand look and feel, and apply a consistent brand TOV across everything that's produced
• The ability to work effectively with multiple teams across a large business and influence change
• Excellent communication, negotiation, and interpersonal skills.
• Highly creative, results-focused, and comfortable managing multiple projects simultaneously.
• Proficient in the use of MS Office and CRM systems

WHAT WILL YOU BE DOING?

• Manage the whole Fibrus Broadband customer communications plan, working with every team across the business to ensure customer comms are consistent across a holistic customer journey
• Establish a comms change process to ensure updates are logged, tracked and version controlled, and changes to communications are correctly implemented
• Work with business units (customer service, installs, compliance, marketing) to develop new communications that will aid key business metrics
• Ensure comms across the business are brand and TOV consistent and regulatorily compliant
• Alongside Digital Marketing team, develop high quality marketing comms (email, whatsapp , SMS) to customers including the communication of offers, competitions, loyalty schemes, new product launches etc
• Identify gaps in the customer comms journey that would improve the customer experience and reduce contacts

Fibrus are an exciting new telecommunications provider, founded and launched by Conal Henry (Chair) and Dominic Kearns (CEO) by securing backing from Infracapital with the single focus of being a "Full-Fibre" broadband company. You would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain! Our mission is to bring full fibre to homes and businesses across the country, bringing next generation broadband services to those who need it most.