At a Glance
- Tasks: Lead customer communications and marketing strategy to enhance engagement and trust.
- Company: Join Penna, a purpose-led organisation protecting consumers in financial services.
- Benefits: Enjoy hybrid working, competitive salary, and the chance to make a real impact.
- Other info: This is a rare opportunity to join a senior leadership team.
- Why this job: Shape strategic communications that empower consumers and build brand trust.
- Qualifications: Proven experience in customer communications and digital marketing is essential.
The predicted salary is between 43200 - 72000 £ per year.
Head of Customer Communications and Marketing
Join to apply for the Head of Customer Communications and Marketing role at Penna
Head of Customer Communications and Marketing
Join to apply for the Head of Customer Communications and Marketing role at Penna
Direct message the job poster from Penna
Head of Customer Communications and Marketing
Location: London (Hybrid)
Reporting to: Chief Communications Officer
The Financial Services Compensation Scheme (FSCS) is the UK’s compensation scheme for financial services, protecting consumers when authorised firms fail.
We are looking for a strategic and hands-on communications leader to join our senior leadership team as Head of Customer Communications and Marketing. This is a pivotal role that will shape how we engage with customers and the public—enhancing awareness, building trust, and strengthening understanding of our mission and services.
You will lead a multi-disciplinary team to develop and deliver a customer communications and marketing strategy that supports FSCS’s strategic priorities and delivers a best-in-class customer experience. You’ll manage our brand and tone of voice, oversee content across all owned channels, and ensure our messaging is timely, empathetic, and effective. You’ll also advise the Executive Team, manage agency partners, and lead communications during incidents and change.
We’re seeking a leader who has owned customer communications in previous roles, with a strong track record of building and scaling communications and marketing functions from scratch. You’ll bring extensive digital marketing experience, a deep understanding of brand strategy, and a passion for customer experience. Strong leadership, stakeholder engagement, and the ability to operate in a regulated environment are essential.
This is a rare opportunity to make a meaningful impact in a purpose-led organisation. If you’re motivated by the chance to lead strategic communications that protect and empower consumers, we’d love to hear from you.
Please click the links below to download a candidate briefing pack and \' My Ways of Working Framework\':
Head of Customer Communications and Marketing - Candidate Pack
My Ways of Working Framework
For more information and a confidential discussion about this role, please contact:
Lisa Burton on +44 141 220 6464 or email:
Charles Wilson on 07801 880420 or email:
Rajan Mirpuri on 07958 351135 or email:
Closing Date: Midnight, Wednesday 30th July 2025
When applying please upload a CV and Cover Letter – your cover letter should address; your motivations for applying for the role, how your experience addresses the essential criteria and requirements and where you will add value.
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Marketing
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#J-18808-LjbffrHead of Customer Communications and Marketing in London employer: Penna
At Penna, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Located in the heart of London, our hybrid working model provides flexibility while ensuring that our employees have access to professional growth opportunities and a supportive environment. Join us to lead impactful customer communications and marketing strategies in a purpose-driven organisation dedicated to protecting consumers and enhancing their experience.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Communications and Marketing in London
✨Tip Number 1
Familiarise yourself with the Financial Services Compensation Scheme (FSCS) and its mission. Understanding their core values and how they engage with customers will help you tailor your approach and demonstrate your alignment with their goals during discussions.
✨Tip Number 2
Network with professionals in the financial services and communications sectors. Attend relevant events or webinars to connect with industry leaders, which can provide insights into the role and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss your previous experiences in building and scaling communications functions. Be ready to share specific examples of strategies you've implemented that enhanced customer engagement and brand awareness.
✨Tip Number 4
Stay updated on current trends in digital marketing and customer communications. Being knowledgeable about the latest tools and techniques will show your commitment to innovation and your ability to lead a modern communications strategy.
We think you need these skills to ace Head of Customer Communications and Marketing in London
Some tips for your application 🫡
Tailor Your Cover Letter:Make sure your cover letter specifically addresses your motivations for applying to the Head of Customer Communications and Marketing role. Highlight how your experience aligns with the essential criteria mentioned in the job description.
Showcase Relevant Experience:In your CV, emphasise your previous roles in customer communications and marketing. Provide concrete examples of how you've built and scaled communication functions, as well as any digital marketing successes that demonstrate your expertise.
Highlight Leadership Skills:Since this role requires strong leadership and stakeholder engagement, be sure to include examples of how you've successfully led teams or projects in the past. This will help illustrate your capability to manage a multi-disciplinary team effectively.
Proofread and Edit:Before submitting your application, take the time to proofread your CV and cover letter. Check for any spelling or grammatical errors, and ensure that your documents are clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at Penna
✨Showcase Your Strategic Vision
As the Head of Customer Communications and Marketing, you'll need to demonstrate your ability to develop and implement a strategic communications plan. Be prepared to discuss your previous experiences where you successfully shaped communication strategies that enhanced customer engagement and brand awareness.
✨Highlight Your Leadership Skills
This role requires strong leadership capabilities. Share examples of how you've led teams in the past, particularly in building and scaling communications functions. Discuss your approach to stakeholder engagement and how you foster collaboration within a multi-disciplinary team.
✨Emphasise Digital Marketing Expertise
Given the importance of digital marketing in this role, be ready to talk about your experience with various digital channels. Highlight specific campaigns you've managed, the tools you used, and the results achieved. This will show your understanding of modern marketing practices.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle communications during incidents or change. Prepare scenarios from your past where you effectively managed crises or significant changes in communication strategy, focusing on your decision-making process and outcomes.
