Customer Communications Executive

Your day-to-day responsibilities will include content creation, customer segmentation, campaign performance analysis, and collaboration with internal teams to ensure we deliver clear, compelling, and compliant communications.,

• Develop, implement, and deliver customer communications across various channels (letters, emails, SMS, etc.).
• Craft engaging copy and visual content that aligns with Affinity Water's brand and voice.
• Collaborate with internal stakeholders to coordinate communications supporting business goals, including marketing campaigns and incident responses.
• Segment and manage customer data to personalise communications based on demographics, preferences, and behaviour.
• Monitor and evaluate campaign effectiveness and customer engagement to drive continuous improvement.
• Ensure all communications adhere to regulatory requirements, GDPR compliance, and best practices.
• Be part of the fast-reactive crisis comms team, providing support during emergency water supply incidents on a rota basis.
• Uphold the brand identity, tone of voice, and messaging guidelines across all customer interactions.
  
  Experience: Minimum 2 years in customer communications with a strong focus on copywriting, customer data segmentation, and personalisation tools.
• Technical Expertise: Hands-on experience with Email & SMS platforms, marketing automation, and personalisation tools. Understanding of GDPR, data compliance, and communications best practices.
• Skills:
• Strong written and verbal communication skills with a keen eye for detail.
• Proficiency in creating integrated customer communications plans.
• Familiarity with email template customisation, letter production, and customer databases.
• Ability to work collaboratively across teams while managing multiple projects independently.
• Strong time-management and organisational skills.
Mindset: Positive, self-motivated, and adaptable with a passion for delivering outstanding work. Proactive in problem-solving with a customer-first approach. Desirable:
• Experience in a regulated sector.
• Familiarity with customer data creation and manipulation processes.
  
  Affinity Water is the UK's largest water-only supplier, delivering sustainable, high-quality water to over 3.9 million customers across the Southeast of England. We're passionate about the environment and are committed to redefining how water companies engage with customers. If you're enthusiastic about creating impactful communication and driving positive customer experiences.
We are proud of our brand and our commitment to safeguarding the local environment and water resources. As part of our team, you'll play an integral role in shaping how we communicate with customers and help us to continue driving positive customer experiences in everything we do., Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive. You can find out what it's like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.


• Salary: £27-29,000 - (dependent on skills and experience).
• Hybrid role, with the expectations of a minimum two days a week in the office.
• Hours of work: 37
• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
• Entry into the company annual bonus scheme.
• Annual leave from 26 days rising with length of service, and the option to purchase up to 5 extra days.
• A 'Celebration Day' in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for looking after your physical and mental health.
• Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.