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Customer Communications Executive - B2C

Part-time role: 22 hours per week
Additional hours may be requested based on business needs.

Role Overview

This position is a key part of the marketing team, responsible for delivering agile B2C communications that align with business priorities and market opportunities. Working closely with colleagues across the organization, the role will focus on driving resident engagement and positioning the brand as the preferred choice for customers.

Key Responsibilities

Customer Journey & Communications

Enhance customer experiences, digital touchpoints, and engagement by:

Taking ownership of B2C communications and campaigns aligned with business objectives.
Leading reactive communications, including progress updates and planned downtime notifications.
Developing and executing B2C marketing campaigns to boost engagement.
Supporting reputation-building strategies to generate positive customer reviews.
Assisting with digital transformation initiatives alongside customer service and product teams.
Creating and maintaining a content library aligned with customer service needs.
Writing and proofreading marketing copy for campaigns and materials.
Producing creative, engaging content across digital channels (video, blogs, social media, webinars, podcasts).
Managing social media channels to enhance engagement and visibility.
Developing and implementing B2C brand guidelines.
Adapting content and tone for different audiences to maximize engagement.
Organizing B2C events in line with the marketing plan.
Liaising with stakeholders and senior management to ensure clear communication of key messages.
Building strong relationships with internal and external stakeholders to maximize effectiveness.

Regulatory Support

Assist with customer communications during the transition to regulated status, including onboarding material updates.
Collaborate with customer service and compliance teams to enhance external relationships.
Ensure all communications comply with brand guidelines and regulatory expectations (transparency, accuracy, accessibility).

Market Insight & Research

Lead Customer Satisfaction (CSAT) strategies, including communications, analysis, reporting, and insights.
Support targeted research and insight to inform the marketing plan (market, competitors, customers).
Host workshops with stakeholders to develop concepts that drive growth and engagement.
Work with data teams to identify trends, pain points, and opportunities for improvement.
Monitor evolving customer needs and behaviors to position services effectively.
Stay updated on digital marketing developments and identify new opportunities.
Contribute to award submissions for relevant B2C categories.
Report on marketing and communications effectiveness through dashboards for stakeholders.

Focus Areas

Stakeholder engagement (internal & external)
Resident engagement
Strategic and tactical communications
Digitization & customer journey mapping
Process creation & implementation
PR & outreach
Data analysis and research
Crisis management

Skills & Experience

4-5 years' marketing experience
Degree in Marketing or related field
CIM qualification (minimum Level 4) or working towards
Proven track record in delivering measurable communications campaigns
Ability to lead multi-channel stakeholder communications projects independently
Experience liaising with senior stakeholders and advising on communications activities
Strong relationship-building and influencing skills
Resilient with a proactive, can-do attitude
Social media management experience and understanding of analytics tools
Experience briefing and managing third-party agencies
CRM systems and data analysis experience
Strong event management skills (live and online)
Broad digital knowledge (website projects, SEO, PPC)
WordPress CMS and HubSpot experience (desirable)
Excellent planning, organization, and communication skills
Exceptional writing and proofreading abilities
Team player with proven success in marketing
Desirable: PR experience in utilities

Other Requirements

Driving licence and preferably access to a car

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