Job Description

Job description
Customer Communications Executive - B2C
Part-time role: 22 hours per week
Additional hours may be requested based on business needs.
Role Overview
This position is a key part of the marketing team, responsible for delivering agile B2C communications that align with business priorities and market opportunities. Working closely with colleagues across the organization, the role will focus on driving resident engagement and positioning the brand as the preferred choice for customers.
Key Responsibilities
Customer Journey & Communications
Enhance customer experiences, digital touchpoints, and engagement by:

• Taking ownership of B2C communications and campaigns aligned with business objectives.
• Leading reactive communications, including progress updates and planned downtime notifications.
• Developing and executing B2C marketing campaigns to boost engagement.
• Supporting reputation-building strategies to generate positive customer reviews.
• Assisting with digital transformation initiatives alongside customer service and product teams.
• Creating and maintaining a content library aligned with customer service needs.
• Writing and proofreading marketing copy for campaigns and materials.
• Producing creative, engaging content across digital channels (video, blogs, social media, webinars, podcasts).
• Managing social media channels to enhance engagement and visibility.
• Developing and implementing B2C brand guidelines.
• Adapting content and tone for different audiences to maximize engagement.
• Organizing B2C events in line with the marketing plan.
• Liaising with stakeholders and senior management to ensure clear communication of key messages.
• Building strong relationships with internal and external stakeholders to maximize effectiveness.

Regulatory Support

• Assist with customer communications during the transition to regulated status, including onboarding material updates.
• Collaborate with customer service and compliance teams to enhance external relationships.
• Ensure all communications comply with brand guidelines and regulatory expectations (transparency, accuracy, accessibility).

Market Insight & Research

• Lead Customer Satisfaction (CSAT) strategies, including communications, analysis, reporting, and insights.
• Support targeted research and insight to inform the marketing plan (market, competitors, customers).
• Host workshops with stakeholders to develop concepts that drive growth and engagement.
• Work with data teams to identify trends, pain points, and opportunities for improvement.
• Monitor evolving customer needs and behaviors to position services effectively.
• Stay updated on digital marketing developments and identify new opportunities.
• Contribute to award submissions for relevant B2C categories.
• Report on marketing and communications effectiveness through dashboards for stakeholders.

Focus Areas

• Stakeholder engagement (internal & external)
• Resident engagement
• Strategic and tactical communications
• Digitization & customer journey mapping
• Process creation & implementation
• PR & outreach
• Data analysis and research
• Crisis management

Skills & Experience

• 4-5 years' marketing experience
• Degree in Marketing or related field
• CIM qualification (minimum Level 4) or working towards
• Proven track record in delivering measurable communications campaigns
• Ability to lead multi-channel stakeholder communications projects independently
• Experience liaising with senior stakeholders and advising on communications activities
• Strong relationship-building and influencing skills
• Resilient with a proactive, can-do attitude
• Social media management experience and understanding of analytics tools
• Experience briefing and managing third-party agencies
• CRM systems and data analysis experience
• Strong event management skills (live and online)
• Broad digital knowledge (website projects, SEO, PPC)
• WordPress CMS and HubSpot experience (desirable)
• Excellent planning, organization, and communication skills
• Exceptional writing and proofreading abilities
• Team player with proven success in marketing
• Desirable: PR experience in utilities

Other Requirements

• Driving licence and preferably access to a car We are happy to provide application and/or accessibility support, please contact your Marks Sattin or Grafton consultant directly to discuss your needs. We're committed to protecting the privacy of all our candidates and clients, please visit https://www.markssattin.co.uk/privacy and https://uk.grafton-recruitment.com/en/privacy-policy-1 for our privacy policy.

Other notes
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