• Customer communication governance

  • Ensure communication libraries, customer journey documentation and supporting resources remain accurate, accessible and up to date.
  • Partner with the Head of Creative, Strategy and Communications Director to ensure all communications consistently reflect our brand values and tone of voice.
  • Support a pragmatic and proportionate risk management culture by ensuring appropriate controls and governance processes are followed.
  • Help ensure customer communications meet regulatory requirements and internal approval processes.

• Supporting product marketing initiatives

  • Partner with Product teams to develop go-to-market plans for new products, features and enhancements.
  • Create customer marketing campaigns that drive engagement, utilisation, upsell and cross-sell opportunities.
  • Support the wider Marketing team in successfully bringing new products and propositions to market.
  • Ensure customer communications clearly demonstrate value and support positive commercial outcomes.

• Building strong stakeholder relationships

  • Collaborate with teams across Product, Digital, Operations, Commercial, Credit and Customer Service.
  • Work closely with freelancers, agencies, designers and content specialists to deliver high-quality communications.
  • Lead stakeholder engagement throughout communication planning, development, testing and sign-off processes.
  • Influence senior stakeholders through clear recommendations, insights and communication expertise.

What we're looking for

We're looking for someone who combines strategic thinking with a hands-on approach. You'll be comfortable rolling up your sleeves to create and deliver communications while also shaping longer-term strategy and influencing stakeholders across the business.

Essential experience

• Experience working within a marketing or communications function, delivering customer, product or company communications that support commercial objectives while maintaining strong brand standards.
• Hands-on experience using email marketing platforms to build, edit and optimise campaigns, including segmentation and advanced personalisation.
• Strong copywriting skills with the ability to create or source engaging, customer-friendly and commercially effective content.
• Experience managing multiple priorities and delivering high-quality work in a fast-paced environment with changing deadlines.
• Experience measuring communication performance, drawing insights from data and presenting recommendations to senior stakeholders.
• Excellent written and verbal communication skills.
• Strong stakeholder management skills and confidence working with senior leaders.
• A customer-centric mindset, with the ability to balance process, governance and customer experience.
• A proactive approach to continuous improvement and identifying opportunities to enhance communications.
• Strong understanding of digital marketing, communication best practice and emerging industry trends.

Nice to have

• Experience within financial services, banking or another regulated industry.
• Experience communicating with SME or B2B audiences.
• Experience in customer experience management, including familiarity with Voice of Customer metrics such as NPS, CES and CSAT.
• Experience delivering communications that support regulatory and customer outcome-focused objectives.

Why join Zempler?

At Zempler, you'll have the opportunity to make a genuine impact on how we communicate with and support thousands of customers across the UK.

You'll join a collaborative and ambitious Marketing team where ideas are welcomed, innovation is encouraged, and customer outcomes are always at the heart of what we do. This role offers the chance to shape customer communication strategy, influence key business decisions and leave a lasting impact during your time with us.

Inclusion at Zempler

We know that talent comes in many forms and that great candidates don't always tick every box. If you're excited about this opportunity but don't meet every single requirement, we'd still love to hear from you.

We're committed to building a diverse and inclusive workplace where everyone feels valued, respected and able to thrive. We welcome applications from people of all backgrounds, experiences and perspectives because we believe diverse teams create better solutions for our customers, colleagues and communities.

If you're passionate about customer communications, content strategy and creating meaningful customer experiences, we'd love to hear from you.