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- Tasks: Lead customer communications and brand strategy while managing a small team.
- Company: Join a dynamic service provider in a regulated industry focused on customer engagement.
- Benefits: Enjoy hybrid working with three days on-site and competitive perks.
- Why this job: Make a real impact on customer experience and engagement across multiple channels.
- Qualifications: Must have senior experience in customer communications, particularly in energy or public services.
- Other info: Opportunity to influence leadership and drive behaviour change campaigns.
The predicted salary is between 48000 - 72000 £ per year.
Service provider within regulated industry requires an experienced Head of Customer Communications and Brand. Leading a small team, the role holder will lead customer comms contact strategy and engagement across all channels. Using insight and data, they will create an action plan focused on customer engagement and support requirements for multiple large scale projects. They will also lead brand strategy and team, channel management, campaigns, engagement, and social media strategy.
Specific responsibilities include:
- Develop customer personas and segmentation.
- Support community event activation.
- Lead brand strategy and tone of voice.
- Manage and improve channel management and customer experience at all touch points - full audit of end to end journey.
- Fulfill regulator's customer contact requirements.
- Target improved customer engagement scores.
- Lead behaviour change campaigns.
- Responsible for media budget and agencies.
Specifically looking for senior customer comms professionals from energy, utilities, or public service provider within a commercial environment. Must have a deep understanding of customer insight and segmentation development. Able to develop new propositions and strategy and lead a high performing team. Able to influence the leadership team. Activate strategy, lead multi-channel marketing, and manage media spend. Must have previous head of/lead experience in customer comms and marketing. Used to leading teams and managing marketing spend with experience in behaviour change campaigns. Hybrid working is three days on site.
Head of Customer Communications employer: VMA Direct.
Contact Detail:
VMA Direct. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Communications
✨Tip Number 1
Familiarise yourself with the latest trends in customer communications, especially within regulated industries like energy and utilities. This knowledge will help you demonstrate your expertise during interviews and discussions.
✨Tip Number 2
Network with professionals in the field by attending industry events or joining relevant online forums. Building connections can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led customer engagement strategies in the past. Highlighting measurable outcomes will showcase your ability to drive results.
✨Tip Number 4
Research StudySmarter's current customer communication strategies and think about how you could enhance them. Bringing fresh ideas to the table during your interview can set you apart from other candidates.
We think you need these skills to ace Head of Customer Communications
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Head of Customer Communications position. Identify key responsibilities and required skills, such as experience in customer insight, segmentation development, and leading a team.
Tailor Your CV: Customise your CV to highlight relevant experience in customer communications and marketing. Emphasise your leadership roles, successful campaigns, and any specific achievements in improving customer engagement scores.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the regulated industry and your ability to lead customer communication strategies. Use specific examples from your past experience to demonstrate how you can fulfil the role's requirements.
Highlight Relevant Skills: In your application, make sure to emphasise your skills in data analysis, brand strategy, and multi-channel marketing. Mention your experience with behaviour change campaigns and managing media budgets, as these are crucial for the role.
How to prepare for a job interview at VMA Direct.
✨Showcase Your Leadership Skills
As a Head of Customer Communications, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past. Highlight any experience you have in developing high-performing teams and influencing senior leadership.
✨Demonstrate Your Understanding of Customer Insight
This role requires a deep understanding of customer insight and segmentation. Be ready to talk about how you've used data to inform your strategies in previous roles. Discuss specific examples where your insights led to improved customer engagement or successful campaigns.
✨Prepare for Multi-Channel Strategy Discussions
You'll need to lead multi-channel marketing efforts, so come prepared to discuss your experience with various communication channels. Share examples of how you've managed channel strategies and improved customer experiences across different touchpoints.
✨Be Ready to Discuss Budget Management
Since you'll be responsible for managing media budgets, it's crucial to demonstrate your financial acumen. Prepare to discuss how you've effectively allocated budgets in the past and the impact it had on campaign success and customer engagement scores.
