Manager, Customer Communications

As a Manager, Customer Communications, you’ll join a newly created team in a brand-new role, giving you the opportunity to help shape how we manage and develop customer communications at NewDay.

You’ll focus on making sure our operational communications are clear, effective and customer-led across a range of channels. You’ll take ownership of key customer journeys, identify opportunities to improve the way we communicate, and work across the business to create better experiences and outcomes for our customers.

How you’ll contribute

• Lead the development of key customer communication journeys, including monthly statements and payments, taking end-to-end accountability for their clarity, accuracy, consistency and performance.
• Partner with stakeholders to identify and map customer journey “hot spots”, recommending and driving improvements to how customers experience and engage with our products.
• Work cross-functionally with Customer Services, Product, Partnerships, Data Analytics, Legal, Brand, Creative and Salesforce teams to deliver effective communications and customer journeys.
• Support campaign reporting and analyse performance with key stakeholders, using customer insights and data to continually improve engagement and outcomes.
• Manage campaign budgets and approvals while contributing to a collaborative, innovative and customer-focused culture across the Marketing & Communications team.

We're looking for these essential skills

• Strong customer communications management experience, with experience developing and delivering operational communications across multiple channels, building customer journeys and supporting automated communications.
• Strong customer communications development experience, with the ability to take communications from initial brief and customer need through to final delivery, working closely with creative and cross-functional teams.
• A data-driven mindset, with experience tracking communication performance, interpreting key metrics and demonstrating the impact of customer communications.
• Strong stakeholder management skills, with the ability to collaborate across teams such as Commercial, Data Analytics, Brand, Legal, Product and Customer Services.
• The ability to work at pace and adapt to changing priorities, with an enthusiasm for innovation, continuous improvement and change.

It's a plus if you also have these skills

• An active interest in industry trends and challenger brands across credit, banking and financial services, bringing fresh ideas and inspiration into campaigns.
• Experience working within a regulated industry or another environment requiring strong governance, accuracy and attention to detail.
• Hands-on experience using HTML and platforms such as Salesforce Marketing Cloud to build and optimise customer campaigns.
• Experience designing and delivering test-and-learn roadmaps, using customer research or testing tools such as UserZoom to validate ideas and improve customer journeys.

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At NewDay, we value all types of diversity. We’re an equal opportunity employer and believe that our differences create a vibrant, authentic working culture. We want all our colleagues to feel able to bring their whole selves to work. We don’t discriminate on the basis of protected characteristics or identities. We make sure that every job is crafted to be inclusive and that people with disabilities or caring responsibilities can take part in the application and interview process.

Tell us if you need accommodations: We’ll put reasonable adjustments in place to support you.

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