12 Months Fixed Term Contract
This role will play a pivotal role in driving strategic transformation within the marketing function and wider business.
Description
The successful candidate will be responsible for crafting customer-facing communications and robust project management and delivery of an array of changes across multiple marketing channels. This could include minor or major changes to an existing policy or service, or introducing a new feature or process. Changes may be universal to all customer groups, or targeted to specific segments only.
Key Responsibilities
* Change Management:
* Implement a robust change management framework tailored to customer-facing communications.
* Ensure that the customer experience, customer impact and consumer duty considerations are documented.
* Recommend a communications approach for changes based on customer needs, the optimal customer journey and operational efficiency.
* Scope the change delivery process, budget requirements and ensure changes are approved in the appropriate forums.
* Craft clear and engaging communications to explain the change to internal audiences and communicate the change clearly to customers.
* Implement the changes working with stakeholders across the business and/or partner networks.
* Communication Management and Copywriting:
* Develop a comms plan considering all customer-facing channels.
* Develop a briefing template and FAQs for internal teams managing customer-facing channels.
* Craft clear, concise messaging tailored to different audiences, ensuring inclusivity and accessibility.
* Develop materials to support the adoption of new processes or systems.
* Brief larger and more complex design and copywriting requirements to the in-house Creative Studio.
* Stakeholder Engagement: Collaborate with internal teams, external partners and act as a bridge between marketing, operational teams, and senior leadership.
* Project Implementation: Lead projects with meticulous planning ensuring that changes are delivered on time, within scope, and on budget.
* Performance Measurement:
* Establish KPIs and metrics to evaluate the impact of implemented changes.
* Generate insights and reporting for continuous improvement.
Qualifications
The successful candidate must be a customer champion. You will play a key role in driving forward our digital-first approach to customer engagement and marketing personalisation.
This role will suit you if:
* You are a creative thinker with an analytical mindset.
* You enjoy working in a fast-paced environment, making decisions and acting on your own initiative.
* You are comfortable with change and managing multiple priorities.
* You are inquisitive, curious, and a natural problem-solver.
* You go the extra mile to get the job done.
* You are a strong communicator with excellent interpersonal skills.
* You have strong attention to detail and time management.
* You can lead complex projects with multiple stakeholders.
* You enjoy working collaboratively and developing others.
Minimum Criteria
You'll need all of these:
* Robust track record developing and delivering communications plans.
* Demonstrable experience in project managing complex change projects.
* Experience communicating strategies and recommendations to leadership teams.
* Experience working in Agile and using Jira as a Workflow Management tool.
* Experience of directing and managing agency support.
* Excellent written and spoken communications skills.
* Experience of preparing and managing budgets.
Desirable Criteria
* Demonstrable experience in achieving targets/results through cross-functional, complex projects.
* Experience using one or more BI tools e.g. Power BI, Tableau, Qlik, Looker, Oracle Analytics.
* Knowledge of financial regulations for communications.
Benefits
Motability Operations is a unique organisation. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers across the UK.
As a Motability Operations team member, the benefits you can expect are:
* Competitive reward package including an annual discretionary bonus.
* 15% non-contributory pension.
* 28 days annual leave with option to purchase and sell days.
* Free fresh fruit and snacks in the office.
* 1 day for volunteering.
* Funded Private Medical Insurance cover.
* Electric/Hybrid Car Salary Sacrifice Scheme.
* Life assurance at 4 times your basic salary.
* Funded health screening for over 50s.
* Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health screenings.
* Employee Discount Scheme.
* Free access to healthcare apps.
* Generous family leave policies.
At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Project Management and Information Technology
Industries
Marketing Services
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