Customer Communication Manager – B2C

Who are TalkTalk?

TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone.

The role

Customer Communications are experts in customer comms strategy. We work with our colleagues to create great customer experiences and uphold our brand values, to deliver our vision of having customers who love us, engage with us, and stay with us.

You’ll enjoy being a key deliverer of this vision by supporting the Senior Marketing Manager in the creation and delivery of the strategy and comms targeted at our Consumer base. You will also benefit from variety in your responsibilities, working on campaigns across the customer lifecycle for multiple business areas.

You will be a self-starter, thrive on being part of a busy team and have the creative intelligence, ambition, and drive to deliver great results. Excellent people and communication skills with a ‘can-do’ attitude are essential and the ability to work directly with cross-function stakeholders and external agencies is key.

Your responsibilities

• You’ll work closely with the Senior Communications Manager to deliver targeted campaigns via email, SMS, direct mail and digital.
• You’ll contribute to quarterly planning and strategy discussions, ensuring that we prioritise the most customer-focused and commercially impactful programmes.
• You’ll work with creative agencies to develop campaign/communication messaging and creative.
• You’ll manage the sign off process for copy/campaign creative, working closely with appropriate stakeholders.
• You’ll work with our Marketing Automation Team to deliver your email and SMS campaigns/incident, migration & service comms via Salesforce Marketing Cloud, and other teams for social, digital and print work.
• You’ll work with the CRM team to deliver in-life triggered email and SMS comms via customer communication platforms including OpenText.
• You’ll work with our CRM and Marketing Automation team to create campaign reporting and review campaign performance.
• You’ll work cross-functionally with Customer Experience, Billing, Product, Provisioning, Repair, Supply Chain and Digital teams to create and continually update our communications.

To be successful in the role:

• Extensive knowledge of direct marketing – insight collection, strategy creation, campaign design and execution for test and learn, campaign evaluation – for online and offline channels.
• Matrix management experience.
• Commercial understanding – ability to identify and exploit opportunities for customer experience improvements and commercial impacts.
• Good analytical eye – able to pull together marketing reports and identify KPI trends. Understanding of data and logic to drive personalised communications desirable.
• Must be extremely detail-oriented, deadline driven, and able to multi-task and prioritise.
• Can work independently in a structured manner.
• Proven ability to work collaboratively in cross-functional teams.
• Ability to think clearly and calmly when faced with conflicting priorities/issues.
• A genuine desire to change the way things are done and put customers first.
• Enjoys a fast-paced working environment.
• Telco experience desirable.

What can we offer you?

• Free TalkTalk broadband for all employees!
• Electric car charging points available at our HQ.
• Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.
• Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.
• Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.

What to do next?

If this Customer Communication Manager role sounds like it could be for you, please apply and we will be in touch soon!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.