Customer Communications Manager

Reporting directly to the Head of Communications and Customer Engagement, the Customer Communications Manager is accountable for developing and delivering MFS UK's customer communications programme.

The role turns business priorities and customer insight into clear, compelling, compliant and measurable campaigns across the customer lifecycle, supporting customer understanding, engagement, loyalty, retention, renewal and win-back.

It leads the planning, development, coordination, delivery and evaluation of customer communications across relevant channels. Salesforce Marketing Cloud (SFMC) is the pivotal delivery platform for the role: the postholder is expected to ensure campaigns are delivered effectively through it and to advance the technical capability, governance and ways of working needed for future growth.

Specific Responsibilities

• Own and maintain the rolling customer communications and campaign plan, aligned to business priorities, customer needs and the wider communications and customer engagement strategy.
• Develop integrated campaigns across onboarding, in-life engagement, end of agreement, renewal, loyalty, retention and win-back, with clear objectives, audiences, propositions, messages, calls to action and measures of success.
• Turn propositions, product information and complex or regulated requirements into clear, engaging customer communications that build understanding, confidence and trust.
• Use customer insight, research, behavioural data and campaign learning to shape audience, message, timing and channel choices, ensuring communications are relevant and commercially purposeful.
• Lead the end-to-end campaign process, from prioritisation, brief and creative development through stakeholder alignment, approval, delivery and post-campaign evaluation.
• Maintain a coherent view of communications across key customer moments, balancing planned, triggered, service and regulatory activity and avoiding unnecessary duplication or contact pressure.
• Work closely with CRM/Loyalty, Customer Experience, Digital, Brand and Pricing, Customer Operations, Compliance, Data and Technology teams, and partner OEMs, to deliver joined-up and executable customer communications.
• Ensure all activity meets brand and tone-of-voice standards, data protection and marketing permissions requirements, financial promotions rules and Consumer Duty expectations, including clear customer understanding and appropriate consideration of accessibility and vulnerability.
• Establish a practical measurement and test-and-learn approach, using customer, campaign and channel data to improve engagement, response, conversion, retention, renewal and win-back outcomes while monitoring complaints, opt-outs and unintended impacts.
• Own the quality and reliability of campaign delivery through SFMC, ensuring briefs and audience requirements are translated into effective builds, and that testing, approvals, scheduling, deployment, monitoring and post-send checks are completed to a consistently high standard.
• Advance MFS UK's SFMC capability and reduce the current technical deficit through a prioritised roadmap covering automated journeys, reusable templates and content blocks, segmentation, data extensions, personalisation, reporting and campaign automation. In addition, project management skills will be required to enable all communications to be centralised.
• Build the practical SFMC knowledge needed to lead delivery confidently and, where appropriate, execute activity directly; set clear direction and acceptance criteria for SFMC developers, agencies and other delivery partners.
• Maintain robust SFMC and campaign governance, including workflow, documentation, naming and version control, consent and suppression rules, audit trails, data quality checks and contingency arrangements.
• Manage agencies, developers and other specialist partners effectively, ensuring briefs, capacity, dependencies, risks, quality and delivery expectations are clear and well controlled.
• Provide concise performance, delivery and risk reporting to the Head of Communications and Customer Engagement, using evidence and insight to recommend priorities, improvements and investment.
• Line-manage, coach and develop the Communications Intern, setting clear objectives and ensuring work is well prioritised, quality assured and connected to the customer communications plan.