Customer Communications Manager - 12 Month FTC - SAGA : Job Details

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

Job Introduction

Customer Communication Manager - 12 month FTC

Salary up to £52,000 (Dependant on experience)

FT - 35 hours per week

Hybrid - London - Travel to the London Office at least once per month and ad hoc to our Kent offices.

Here at Saga, we are looking for a Customer Communications Manager. The Customer Communication Manager leads a team of 6 to own and manage all transactional customer communications from quote and new business, through to renewal, ensuring collateral is customer focused, follows brand guidelines and adheres to all regulatory requirements.

This role will work closely with Product and Change teams to ensure accuracy of content, that all approval procedures are met and that changes to documentation are delivered accurately and timely.

You will have a strong project management focus and will work with multiple teams to facilitate project delivery, including change owners, technical teams and developers, through to end delivery systems and mailing houses.

You will work closely alongside the Marketing Communications teams to ensure a seamless customer journey and consistency of approach, collaborating on key metrics and insight to deliver a best-in-class customer experience.

This role requires an eye for identifying document improvements and will strive to improve the customer experience including progression of digital delivery and utilising data to its best advantage. Of key importance is to scrutinise all Marketing communications via a Consumer Duty lens. This includes the auditing and testing of communications via a Consumer Understanding Forum, reporting on all findings, and managing suggested improvements through to delivery including ensuring any vulnerable customer needs are met. You will be a champion for managing risk through the Marketing department and will have active stakeholder management in customer remediation projects.

Main Responsibilities

• Leading a team to deliver best in class transactional Customer Communications that follow brand guidelines and adhere to all regulatory requirements.
• Manage changes to documentation, liaising with multiple teams to ensure efficient and accurate delivery
• Gain all the necessary approvals to ensure that all Customer Communications specifications are technically compliant, relevant, managed at expiry and meet regulatory and Consumer Duty requirements.
• Manage transformation projects to digitise and transform Customer Communications to ensure best practice communications and best use of technology to maximise budgets and realise cost savings and process efficiencies.
• Lead on delivery of Consumer Duty outcomes to assess any indicators of customer misunderstanding and implement changes to rectify
• Be an expert in Customer Communications and ensure best practice fulfilment whilst ensuring robust and effective processes and controls are in place and documented for the fulfilment suppliers and postal services.
• Strengthen a team of 6, empowering them to deliver best in class communication, proactively lead on delivery and improvements
• Champion risk management within the team and be responsible for reporting on key risk metrics.
• Being a key stakeholder and influencer, able to effectively communicate at every level.

The Ideal Candidate

• 4-6 years’ experience in marketing, customer communications, insurance product, project delivery or transferable regulatory role
• Understanding of all required regulatory and risk frameworks
• Experience of effectively leading and developing a team
• Experience in preparing for change releases, new projects, and support in developing test cases within a matrix-managed team desirable
• Experience in effective communications at all levels including Directors and Senior Management
• Strong leadership and project management skills
• Excellent communicator and influencer
• Stakeholder management
• Ability to work under pressure and deadlines
• Multi-tasking and prioritisation
• Excellent personal communication and presentation skills and able to come across as a professional, credible, respected representative of Saga