Customer Communications Lead

Customer Communications Lead 12mth FTC

We’re working with a well-regarded, growing B2B organisation that is investing heavily in its customer experience and operational communications. This is a project-led opportunity to take ownership of customer communications across the full journey and play a key role in improving quality, consistency and governance. X2 days office, excellent bens.

You’ll lead the development and delivery of operational customer communications across onboarding, in-life updates and renewals, while helping to raise communication standards across a wider Product & Marketing function.

This role suits someone who enjoys ownership, stakeholder interaction and improving how businesses communicate at scale.

• Own and improve operational customer communications across the end-to-end customer journey
• Drive quality control, governance and compliance across all communications
• Support the roadmap to digitise and modernise customer communications
• Act as a communications subject-matter expert for the wider business
• Use customer insight and reporting to identify areas for improvement
• Manage internal stakeholders and external suppliers to ensure efficient delivery
• Champion a customer-centric approach in all communication activity

• Proven experience in a communications-focused role (customer, operational or service communications)
• Strong stakeholder management skills with the ability to influence and collaborate
• Confident working across multiple projects in a fast-paced environment
• Analytical and detail-focused, with strong written and presentation skills
• Comfortable working with governance, quality control and regulated communications
• Commercially aware with a clear focus on customer outcomes

• £38,000–£40,000
• 25 days holiday plus bank holidays

This is a great opportunity to join a respected B2B organisation at a time of change and transformation, where you can genuinely influence how customers experience the brand.

If you’d like to discuss the role in more detail, please apply or get in touch.