Head Of Customer Communication

Kingston Upon Thames, London
Domestic & General

Location: Wimbledon

Contract Type: Permanent

Hours: 35 hours per week

Salary: Competitive

Head of Customer Communications

We are looking for a Head of Customer Communications to join Domestic & General.

D&G’s purpose is to keep our customer’s world running by delivering an essential service that never lets them down. We’ve been doing this for over 100 years and are trusted by millions of customers in the UK and around the world to provide them peace of mind when they need it most. We work with some of the biggest retailers and manufacturers in the UK to develop, market and service insurance and warranty products for customers to protect what matters most in their homes.

This is an exciting time to join the business as we are in the early phases of implementing our 5-year strategic plan that focusses on creating an omni-channel business that meets the needs of our customers through compelling and relevant products coupled with great digital journeys and experiences

The Head of Customer Communications role requires a customer centric individual with a keen willingness to collaborate within a team environment. Working across a number of internal teams, as well as external clients, the Head of Customer Communications will own the comms strategy at D&G,

Key Responsibilities:

• Responsible for the 50 million+ comms that D&G deliver annually to our customers & consumers, helping to prioritise, structure and manage delivery of these comms alongside ensuring they deliver in line with customer & business expectations
• Delivering comms to support key journeys, including our repair, onboarding, renewal, complaints & retention experiences
• Responsible for our business comms strategy, including how we leverage technology such as 2-way SMS, WhatsApp / Social Chat, live chat & chat bots
• Managing a Comms Marketing Manager to support delivery & building an optimum comms function from the ground up (TBC)
• Working across multiple comms platforms, and helping our transition to a single, integrated comms platform
• Working with key creative teams, including copywriters, to manage comms priorities and ensure comms are being delivered efficiently & effectively
• Work closely with the wider Marketing team, as well as our services department, to ensure comms support delivery of target KPI’s – specifically acquisition & call reduction
• Support the delivery of comms with our newly launched business in the US
• Ensure all our comms are reflective of our Brand, and in line with the latest creative brand guidelines and Tone of Voice guidance
• Work with our partners to help guide them on the delivery of their own comms and comms strategies

Key Requirements:

• Knowledge of service experiences, preferably related to insurance or service propositions and products
• A customer centric approach to delivery, focused on understanding customer needs and delivering solutions to meet them
• Ability to work collaboratively across multiple departments and clients to deliver against customer and business needs
• A track record of working with creative teams and individuals to deliver high-quality, customer-led design work
• Ability to think strategically, develop a customer-led vision and deliver against it, mobilising key stakeholders to support
• Experience working with clients in a partnership led approach

Nice to haves:

• Line management experience – this role will have line management requirements over time, and therefore any experience managing, coaching and developing would be beneficial
• Technical knowledge of comms software (such as experience working with e-mail platforms, coding knowledge, and working with tracking tools such as Google Analytics)
• Knowledge & experience of how comms systems fit within wider system architecture

Our Benefits:

• Competitive salary and discretionary bonus
• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave.
• Training opportunities as well as clearly defined career progression
• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service.
• Pension scheme
• Life assurance – employer funded cover of 4x basic salary
• Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends.
• Employee discounts – access to discounted Sky TV and broadband packages, together with a range of discounts for 100s of online and high street retailers