Customer Communication Manager - Hybrid / Farringdon - 8 Month FTC

A transformational programme within Royal Mail and Parcelforce will result in a number of key changes. A crucial aspect of this change is the commercial strand, which will focus on various key areas. One of these essential areas involves developing and overseeing the communications strategy.

In this role, the primary responsibility will be to create and execute the customer communications plan. With a budget of approximately £200k, the focus will be on consistently communicating with customers to keep them informed about the upcoming changes.

About the role

• You'll working with the Programme Team the person will develop a comprehensive communication plan to all customers, ensuring customers are aware of forthcoming changes, how they will be affected, the benefits and ensure they are ready for the change. They will ensure that KPIs are in place to measure the effectiveness of the plan.



• You'll manage the development and production of customer communications. This role will work closely with key stakeholders in Marketing, Digital, Sales and Customer Experience.



• You'll project manage and brief the agencies - including creative, printers, data and fulfilment agencies - ensuring work is delivered to the highest quality against the brief. This role will work across a number of different agencies to ensure they are all delivering cost effective communication assets within the agreed budget and timescales. Covering: creative, direct mail, email automation, sales assets, customer collateral and online content.



• You'll liaise with the Data team to agree audience segmentation and targeting for customer comms activity, ensuring GDPR and legal compliance across all campaign channels.



• You'll work with the Leadership Team to understand their requirements for communications, maximising engagement, by delivering face to face, written and online briefings, as well as developing tools to support the changes. Manage the approval process to include key senior stakeholders such as Brand, Legal, PR., Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It's free, and it's for everyone.


• Lifestyle benefits - You can purchase a car, bike, home technology or mobile phone, or choose from a range of health benefits and insurance products. You make regular payments from your salary, and so could save on tax.


• Financial support - information and services to help you manage debt and grow your financial knowledge, with debt consolidation & savings plans


• Your peace of mind with - Healthcare CashPlan, Dental Cover, Additional Life (life insurance) & Additional Life Partner, Hospital & Death Benefit Plans; Voluntary Critical illness & Voluntary Critical illness Partner


• Free & discounted RMG products - free keep safe & redirection, partner discounts


• Free stamps at Christmas


• Available only to perm employees


Your career in safe hands

At Royal Mail we value our people and we want our people to be proud to work for our businesses.

We have the assets, the infrastructure and the scale that others don't, yet we are a big part of the communities we operate in, making billions of precious deliveries each year. We are responsible for the largest B2B customer database in the UK and are one of the largest employers in the UK, providing one in every 194 jobs.

An operation of this size needs a strong support network, and the HR, Legal, Finance, IT, Risk & Governance, Customer Experience, Sales & Marketing departments are all integral to helping us to utilise the latest technology and business approaches to optimise, automate and digitise our operations.

Royal Mail is a forward thinking, innovative organisation, that is also committed to reducing emissions and improving air quality in our communities. This includes investing in technologies such as electric vehicles, drones, alternative fuel trucks and energy improvements to our estate.


• Ability to work with senior stakeholders across the business, including products, marketing, sales, Pricing and legal


• Ability to prioritise key communications activities across various stakeholders Knowledge of key media channels and metrics. Covering digital, direct marketing, email marketing automation, print across B2B customers


• Ability to judge and provide recommendations on creative, content and design work.


• Excellent written skills, analytical, budget management, planning and presentation skills.


• Excellent decision-making skills, ability to prioritise and work in a high-pressure environment with minimal direction


Experience


• Proven experience in the development and management of successful integrated campaigns working across all media channels Ability to manage a number of external suppliers simultaneously to deliver multi-channel campaigns to deadlines.


• Experience of managing budgets


• Experience of complex stakeholder management, including at Senior level


• Experience of briefing senior stakeholders and briefing their teams through multi-channels., Marketing or Digital Marketing qualification (e.g. CIM or IDM) desirable
  
  Trust forms the foundation of everything we do in Royal Mail. We want to be transparent about what kind of qualities we are looking for and build trust from the very beginning of your journey with us. The first step is your interview, and we mean 'your' interview. We want to give you the opportunity to shine. To enable you to do this, we will provide you with your interview questions ahead of the interview taking place. This will allow you time to prepare, and ensure you have your best examples in mind. Royal Mail Group values both trust, and our people.


We don't expect every candidate to meet the full criteria for the role. If your experience looks a little different from the job requirements, but you feel you have the relevant skills to bring value to the role, we'd love to learn more about you.

Royal Mail are proud of our diverse employee network groups and the active role they play to support belonging and encourage a positive work environment. We are firmly committed to inclusion and passionate about our people representing the communities we serve.

We are happy to support your need for any adjustments during the application and hiring process. Please share the details within your application if required.

We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.