Campaign Manager, Business

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards.

We’re problem solvers with over 140 years of combined experience in engineering and infrastructure. This role will be within our demand management and network infrastructure team. We look after 60 million meters and our teams provide advanced metering solutions to help manage demand for essential suppliers.

Want to be a part of it?

As our new Campaigns Manager, you’ll play a pivotal role in shaping the future of customer service across our contracts with Thames Water Metering. Based in Langley, this role oversees campaigns within the Smart Metering Contract. Ensuring that every customer journey is seamless, outcome‑focused, and delivered to the highest standards.

In this role, you’ll oversee all customer journeys, with a particular emphasis on the digital creation and delivery of those journeys to meet client targets. You’ll manage and optimise multi‑channel campaigns—including letters, calls, emails, and SMS—using platforms such as Salesforce (CRM), AWS Connect (telephony), and Quadient Impress (letters and digital communications).

Working closely with both internal and external stakeholders, you’ll coordinate delivery plans, support testing, and ensure changes are implemented effectively and on time. You’ll be responsible for monitoring campaign performance through dashboards and KPIs, analysing effectiveness, and leading continuous improvement initiatives across segmented customer demographics. With new technology constantly evolving, you’ll help shape how we communicate with customers across various work streams, driving innovation and ensuring compliance with regulatory standards.

You’ll be empowered to make a real impact on the operational performance and strategic direction of the contact centre.

You’ll be joining a supportive, high‑performing team that values integrity, innovation, and shared success. We’re committed to your growth, offering ongoing professional development, clear career progression pathways, and the chance to work with cutting‑edge technologies in a dynamic and empowering environment.

• Proven experience in multi‑channel campaign management
• Strong working knowledge of Salesforce (CRM), AWS Connect (telephony), could be beneficial
• Excellent analytical and data management skills, including KPI tracking and performance monitoring
• In‑depth understanding of contact centre operations and workforce planning
• Strong stakeholder management and communication skills
• Innovative thinking and a continuous improvement mindset
• Detailed knowledge of outbound compliance frameworks (Ofcom, GDPR, TCPA, etc.)
• High proficiency in Microsoft Excel and reporting tools
• Highly organised, detail‑oriented, and able to manage multiple priorities
• Ability to adapt in a fast‑paced, dynamic environment
• Experience in designing and overseeing customer journeys, especially digital creation and delivery
• Awareness of emerging technologies and best practices in customer communications

• Matched or contributory pension scheme
• Online GP service, 24 hours a day, 365 days a year
• Employee assistance programme
• My Rewards portal, access to 1000’s of retail discounts
• Life assurance
• Cycle to work, salary finance and give as you earn schemes
• Enhanced maternity, paternity leave and adoption leave
• Reward and recognition scheme
• Company car and fuel card with a range of EV and hybrid vehicles to choose from
• My Car Choice salary sacrifice EV/Hybrid car scheme
• Private health care for you
• Health Care Cash Plan, giving you the ability to claim back…