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Customer Communications Manager
StonewaterCustomer Communications Manager for a leading housing provider, developing customer-first communications and strategies. Impacting customer experiences and enhancing communications across channels.
About the role
Key responsibilities & impact- Lead the development and delivery of our customer communications strategy and annual communications plan
- Create and oversee high-quality communications, including key publications such as the annual customer report
- Collaborate with internal teams and external partners to ensure consistent and aligned messaging
- Champion multi-channel communication approaches, ensuring accessibility and inclusivity
- Use data, insight and analytics to measure and improve communication effectiveness
- Enhance and grow our digital and social media presence, building strong customer engagement
- Promote self-service options and clear service information to improve customer understanding
- Ensure all communications meet regulatory and compliance requirements
- Lead and support a team of communications professionals
Requirements
What you’ll need- Proven experience in customer communications, ideally within housing or a regulated sector
- Strong understanding of multi-channel communication strategies
- Experience leading or managing a communications team
- Excellent stakeholder engagement and influencing skills
- Strong knowledge of digital communications and analytics
- Ability to translate complex information into clear, customer-friendly messaging
- Desirable: Knowledge of housing sector regulations
- Professional qualification (e.g. CIPR, CIM, journalism or design)
Benefits
Comp & perks- A collaborative and inclusive working environment
- Opportunities to innovate and lead change
- Career development and professional growth
- Flexible working options
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer communicationsmulti-channel communication strategiesdigital communicationsanalyticsstakeholder engagementinfluencing skillsclear messagingregulatory compliance
Soft Skills
leadershipteam managementcollaborationcommunicationcustomer engagement
Certifications
CIPRCIMjournalismdesign