At a Glance
- Tasks: Lead a dynamic team to enhance customer communications and drive impactful strategies.
- Company: Join NewDay, a forward-thinking company focused on customer connection and clarity.
- Benefits: Enjoy a competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Be part of an inclusive culture that values diversity and innovation.
- Why this job: Make a real difference in customer experience while shaping communication strategies.
- Qualifications: Proven experience in customer communications and strong leadership skills required.
The predicted salary is between 60000 - 75000 £ per year.
NewDay is searching for a Senior Manager Customer Communications. As a Senior Manager, you’ll build and lead a newly formed team within NewDay’s Marketing & Communications function. The role focuses on driving the Communications approach and governance for NewDay’s Card and Embedded Finance products – ensuring customers feel confident and connected through clear communications across the lifecycle. This is a high-impact opportunity to work at the centre of customer communications strategy and governance.
How you’ll contribute
- Own customer communications governance, best practices and execution standards across the business.
- Directly lead select communications journeys such as customer statements and payments, while working with stakeholders to identify “hot spot” areas which this team will map and drive recommendations for improvement.
- Use structured problem solving to create clarity for ownership of key customer comms topics, and standardise comms processes across the business.
- Embed and document our refreshed approach to customer communications through updates to policies, processes and frameworks.
- Build and lead a high-performing team, responsible for comms development, ownership and optimisation, as well as driving best practice and learnings across the organisation.
- Work cross-functionally with teams including Creative Studio, Commercial Analytics, Salesforce and Product teams ensuring alignment and delivering improvements with strong commercial and customer impact.
We're looking for these essential skills
- Experience creating and delivering Customer Communications Strategies across multiple channels within a regulated environment.
- Experience leading end-to-end creative development of customer communications, including partnership with an internal or external agency.
- Proven success developing processes, driving resolutions, and shaping undefined areas.
- Strong analytical mindset with comfort with metrics reporting, including analysing data, performance indicators, and market trends to inform recommendations and support evidence-based decision making.
- Excellent stakeholder management and influencing skills, with experience working cross-functionally to deliver shared outcomes.
- Excellent written and verbal skills, with comfort creating and sharing customer experience and communications recommendations with senior audiences.
- Ability to operate with pace and adaptability in a dynamic environment, utilising enthusiasm for innovation and change to respond effectively to evolving priorities.
- Experience leading and developing teams.
It’s a plus if you also have these skills
- Experience working within financial services or another regulated industry.
- Experience leading the governance element of customer communications in support of Consumer Duty.
- Experience using tools such as UserZoom to inform customer insight.
- Experience using AI tools to improve efficiency and workflows, with enthusiasm for further tool exploration.
- Experience with Salesforce Marketing Cloud platform.
Senior Manager, Customer Communications in London employer: NewDay
At NewDay, we pride ourselves on fostering a dynamic and inclusive work environment in the heart of London, where innovation meets collaboration. As a Senior Manager in Customer Communications, you'll not only lead a high-performing team but also have access to exceptional growth opportunities and a culture that values diverse perspectives. With a commitment to employee development and a focus on impactful customer engagement, NewDay is an excellent employer for those seeking meaningful and rewarding careers in the financial services sector.
