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.
Package DescriptionEveryday 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
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
About The CompanyOver the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.
At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.
We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.
Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.
Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.
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