Customer Communications Manager - Bristol, United Kingdom - GerrardWhite

GerrardWhite

Verified Company

Bristol, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Document Manager

Location:
UK-Bristol

Overview:

Due to the continued success and expansion of our client, we are looking to recruit a Document Manager who will be responsible for engaging our customers through all written correspondents.

Reporting to the Head of Digital Delivery you will develop and implement clear customer communication strategy across all written communication, working with Operations, Marketing, and Compliance to deliver a consistent and engaging customer experience.

This role will span across a range of product and brands, where you will be required to deliver, and where applicable design, brand guidelines to ensure our customers receive a positive user experience, while ensuring all regulatory requirements are metand a high customer engagement is achieved, combining your commercial awareness with a passion for the voice of the customer.

Responsibilities:

Proofreading content for errors and inconsistencies.
Edit and polish existing content to improve readability.
Creating compelling headlines and body copy that will capture the attention of the target audience.
Identifying customers' needs and recommend new content to address gaps in the company's current content.
Act as librarian for existing document suite, responsible for single source of truth
Establish contact strategy plan with all business areas, producing gap analysis between the As Is and the To Be
Establish clear brand guidelines appropriate for each brand, focusing on building strong trust and engagement in a complex market
Draft new communications, working with all stakeholders to achieve sign off before submitting specification to development teams
Work closely with Development and Test teams to ensure design is delivered as specified to ensure high level of engagement
Where appropriate work with MI and Operational teams to track success of communications. (Open rate, click through rates etc)
Establish agreed measures with business areas to enable clarity of current performance and create optimisation plans
Live, reflect and act as an ambassador for the company's EFFORT values and the Customer Charter in all work activities.

Qualifications:

Essential Skills

Strong writing skills: The ability to write clear, concise, and engaging copy is essential. This includes an understanding of grammar, tone, and style.
Graphic design skills: A strong understanding of design principles, including color theory, typography, and composition, for effective document design.
Creativity: The ability to generate new ideas and craft messages that will resonate with the target audience is critical.
Strategic thinking and understanding of target market: The ability to understand the overall objectives and develop a strategy to achieve them is essential.
Attention to detail: Careful proofreading and editing skills are important to ensure that the copy is errorfree and consistent in tone and style.
Knowledge of marketing and advertising principles: Understanding the fundamentals of marketing and advertising, including the elements of a persuasive message, is important.
Collaboration skills: working with other members of the marketing team, including designers, web developers, and market researchers. Good interpersonal and teamwork skills are important.
Able to manage expectations and delivery timescales (both upwards and downwards)

Desirable Skills

Good Problemsolving skills: The ability to identify and solve design challenges, such as limited space or complex information to aid effective document design.
A strong understanding of layout and composition, including the use of negative space and visual hierarchy, to ensure documents are visually appealing and effective.