Communications Manager
Salary from £46,327 depending on skills and experience
Benefits: company car + company bonus potential, pension, private medical, discounted loan car scheme, life insurance, 27 days holiday plus much more!
Closing date: 11th November 2024
About the Role:
At VWFS UK Ltd, exceptional customer communication journeys are important and we are seeking a Communications Manager to join our Marketing & Customer Experience team. Reporting to the General Manager of Customer Communications, you will be responsible for ensuring that all customer-facing communications conform to regulatory requirements, enhance customer engagement, and ultimately drive customer loyalty.
Who We're Looking For:
You will have proven experience of creating engaging and effective customer communications and be passionate about delivering an excellent customer experience.
This isn't just a job; it is a chance to add value, develop your skills and enjoy being part of a fast-paced collaborative team.
Your Impactful Contributions:
* Develop and implement customer touchpoints throughout the customer lifecycle, including onboarding, repurchase, and end-of-contract.
* Create and manage multi-channel communication journeys to enhance customer relationships and loyalty.
* Ensure all communications are consistent, simple to understand, and aligned with Consumer Duty, especially considering accessibility and vulnerable customers.
* Oversee content on customer-facing websites, ensuring alignment with other communication mediums.
* Manage regulatory and operational communications, ensuring clarity and reducing unnecessary customer contact.
* Collaborate with CRM and Digital teams across VWG brands to integrate FS activities into Brand marketing plans.
* Drive development of new CRM programs for specific customer segments, such as non-franchise used cars and non-asset-based products.
* Design retention and loyalty programs, including opportunities to upsell non-asset-based products.
* Champion GDPR-compliant consent capture and management.
* Support compliance and information security reviews for program delivery.
* Select and manage external suppliers and agencies for cost-effective and efficient program delivery.
* Regularly review and audit operational processes to ensure efficiency and documentation.
* Stay updated on media channels, social media platforms, and regulatory issues impacting CRM activities.
* Ensure data integrity and compliance with FCA guidelines in all customer communications.
* Supplier management of agencies
Qualifications and Experience
* Previous CRM experience required.
* Understanding of Salesforce Marketing Cloud preferred
* Strong interpersonal and relationship-building skills
* Effective time management and ability to manage multiple stakeholders and suppliers
* Demonstrated ability to think strategically and execute tasks effectively
* Strong communication skills, written and verbal
* Confidence in presenting and communicating at all levels.
Life at VWFS:
We are passionate about putting people at the heart of everything we do. We are informal, collaborative, and diverse. We operate a culture of flexibility, to empower our colleagues to work in a way that works for them. We want everyone to reach their full potential and have a suite of resources to help you develop your career.
About Volkswagen Financial Services
Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.
Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us, and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can.
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