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About the Role
As a Customer Communications Lead within the Brand team, you will play a key role in delivering customer communications that inform, engage, and strengthen relationships across the SoHo Business customer base. You will lead the end-to-end delivery of complex communication campaigns across multiple channels, ensuring every interaction reflects the brand, delivers a great customer experience, and drives meaningful business outcomes.
Responsibilities
- Lead the delivery of customer communications campaigns across email, SMS, direct mail and digital channels.
- Manage complex projects from brief through to execution, ensuring activity is delivered on time and to a high standard.
- Partner with teams across Brand, Digital, Product, Commercial and Customer functions to deliver seamless customer experiences.
- Develop clear and effective briefs for internal creative teams and agency partners.
- Ensure all communications align with brand guidelines, customer needs and regulatory requirements.
- Use customer insights and performance data to optimise campaigns and improve engagement.
- Monitor campaign performance and provide recommendations to enhance effectiveness and customer outcomes.
- Champion a culture of continuous improvement, innovation and customer-first thinking.
Requirements
- Experience in a business marketing, CRM, customer communications or campaign management role.
- Strong project management and organisational skills, with experience coordinating multiple priorities and stakeholders.
- Proven ability to manage complex projects and deliver high-quality outcomes in a fast-paced environment.
- Excellent stakeholder management and influencing skills, with the confidence to work across all levels of an organisation.
- A solid understanding of customer communications and customer lifecycle marketing.
- Strong commercial awareness and the ability to balance customer and business objectives.
- Analytical mindset with the ability to use data and insight to inform decisions and drive improvements.
- Proactive, adaptable and solutions-focused, with a passion for delivering great customer experiences.
- Offers of employment are subject to background checks, including criminal (DBS) and financial checks.
Skills
- Email marketing
- SMS marketing
- Direct mail marketing
- Digital channel marketing
- Project management
- Stakeholder management
- Customer lifecycle marketing
- Data analysis
- Customer insights
- Brand guidelines adherence
- Regulatory compliance
Location
- Newbury
- London
- Hybrid Working
Work Type
- Hybrid
- Full time
Experience Level
- Grade 11
Benefits
- Great pay
- Bonuses
- Up to 28 days off plus bank holidays
- Paid time for charity work
- Personalised benefits (discounts, vouchers, pension plan)
- Career development through learning & development tools
About the Company
- We are building a network the UK can count on – one that connects people, places and potential.
- We are creating more than the UK’s best network; we are helping close the digital divide, empower communities and drive meaningful progress.
- We believe that everyone should feel they belong and are building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.
- We are expanding connectivity and reimagining what a connected nation looks like.
- With £11bn invested in 5G and digital infrastructure, our work will directly power businesses, services, and communities across the country.
- We move at pace because what we're building matters and we're learning as we go.
- We are regulated by the Financial Conduct Authority.
Equal Opportunity
- We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here.
- We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background.
- We believe everyone should have the opportunity to interview for a role that matches their skills.
- We identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process.