Customer Communications and Engagement Strategy Manager - Pontoon : Job Details

Job Title: Customer Communications and Engagement Strategy Manager

Duration: 6 months, extensions likely

Location: Warwick /Hybrid (once to twice per week requirement in the office)

Salary: Highly competitive

Are you a visionary communicator with a passion for customer engagement? We're searching for a Customer Communications & Engagement Strategy Manager to lead transformative initiatives that enhance customer experiences within the utilities sector. If you thrive in dynamic environments and love making a difference, we want to hear from you!

About the Role:

As a key player in our Customer Advocacy & Engagement team, you will develop and own a comprehensive operational customer communications and engagement strategy. You'll ensure that every interaction-whether through forums, events, or communications-is aligned, impactful, and tailored to our diverse customer segments.

Key Responsibilities:

• Develop and manage the operational framework for customer forums, events, and communications.
• Coordinate cross-functional forums and events to maximise customer impact and ensure seamless delivery.
• Design a segmented customer communications plan that guarantees clear, consistent messaging.
• Collaborate closely with Corporate Affairs and Internal Communications for brand-aligned delivery.
• Lead a virtual network of customer and stakeholder programme leads, providing support and resources.
• Create a strategic engagement toolkit for standardised planning and evaluation of customer activities.
• Monitor and evaluate the effectiveness of engagement initiatives, using insights for continuous improvement.
• Champion customer closeness by ensuring communications reflect customer preferences and needs.
• Support senior leadership with insightful reporting on engagement activities and customer trust.

What We're Looking For:

We seek an individual who embodies these qualities:

• Proven experience in leading customer engagement initiatives, including forums and communications.
• Strong understanding of customer segmentation and tailored messaging strategies.
• Demonstrated ability to work cross-functionally and influence stakeholders.
• Excellent communication skills with a knack for crafting engaging, customer-focused messaging.
• Familiarity with customer engagement platforms and CRM tools.
• Detail-oriented, organised, and able to manage multiple priorities effectively.

Personal Attributes:

• Pragmatic and customer-centric thinker with strong execution skills.
• Collaborative, persuasive, and empathetic influencer.
• Innovative and adaptable in fast-changing environments.
• Passionate about fostering customer trust through clear communication.

If you're excited about transforming customer engagement in the utilities industry, we'd love to hear from you! Join us in our mission to enhance customer experiences and create meaningful connections.

Apply Now!

Embrace this opportunity and be a part of something extraordinary. Your journey starts here!

How to Apply:

To apply for this opportunity, please apply with an up-to-date CV. Candidates should ideally demonstrate evidence of the above responsibilities in their CV to be considered.

Please note that if you haven't heard from us within 48 hours, your application may not have been successful on this occasion. However, we may keep your details on file for future vacancies and contact you accordingly.

Pontoon is an equal opportunities employer and an employment consultancy.