Communications Manager

At VWFS UK Ltd, exceptional customer communication journeys are important and we are seeking a Communications Manager to join our Marketing & Customer Experience team. Reporting to the General Manager of Customer Communications, you will be responsible for ensuring that all customer-facing communications conform to regulatory requirements, enhance customer engagement, and ultimately drive customer loyalty.,

• Develop and implement customer touchpoints throughout the customer lifecycle, including onboarding, repurchase, and end-of-contract.
• Create and manage multi-channel communication journeys to enhance customer relationships and loyalty.
• Ensure all communications are consistent, simple to understand, and aligned with Consumer Duty, especially considering accessibility and vulnerable customers.
• Oversee content on customer-facing websites, ensuring alignment with other communication mediums.
• Manage regulatory and operational communications, ensuring clarity and reducing unnecessary customer contact.
• Collaborate with CRM and Digital teams across VWG brands to integrate FS activities into Brand marketing plans.
• Drive development of new CRM programs for specific customer segments, such as non-franchise used cars and non-asset-based products.
• Design retention and loyalty programs, including opportunities to upsell non-asset-based products.
• Champion GDPR-compliant consent capture and management.
• Support compliance and information security reviews for program delivery.
• Select and manage external suppliers and agencies for cost-effective and efficient program delivery.
• Regularly review and audit operational processes to ensure efficiency and documentation.
• Stay updated on media channels, social media platforms, and regulatory issues impacting CRM activities.
• Ensure data integrity and compliance with FCA guidelines in all customer communications.
• Supplier management of agencies
  
  You will have proven experience of creating engaging and effective customer communications and be passionate about delivering an excellent customer experience., Previous CRM experience required.
• Understanding of Salesforce Marketing Cloud preferred
• Strong interpersonal and relationship-building skills
• Effective time management and ability to manage multiple stakeholders and suppliers
• Demonstrated ability to think strategically and execute tasks effectively
• Strong communication skills, written and verbal
• Confidence in presenting and communicating at all levels.
Life at VWFS: We are passionate about putting people at the heart of everything we do. We are informal, collaborative, and diverse. We operate a culture of flexibility, to empower our colleagues to work in a way that works for them. We want everyone to reach their full potential and have a suite of resources to help you develop your career.

Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.

Salary from £46,327 depending on skills and experience Benefits: company car + company bonus potential, pension, private medical, discounted loan car scheme, life insurance, 27 days holiday plus much more!