Customer Communications Manager

Job Description

We have an exciting opportunity for a passionate communication expert to join the Marketing team, leading on the creation and development of our customer communications. You’ll be responsible for leading the delivery of engaging, integrated, omni-channel customer communications and retention activity, including regulatory or mandatory changes.

In the role, you’ll take ownership of all domestic and business customer operational as well as retention communications, creating appealing content, that is jargon free, easy to understand, that builds trust in our brand and differentiates us from competitors.

We put our customers at the heart of everything we do, so this role holds great responsibility. It is also a great opportunity for a passionate writer to work for a business that is World Class and highly inclusive, with a flexible culture.

This role reports to the Marketing Director and is responsible for:

• Campaigns: Developing and implementing effective email & postal campaigns to communicate our regulatory and retention activities for domestic and commercial audiences.
• Fair & consistent messaging: Project managing key communications to ensure our customers always receive fair, accurate and transparent messaging that is personalised to them.
• Stakeholders: Working with internal stakeholders to ensure communications are accurate and compliant, as well as delivering business goals.
• Review: Thorough reporting and analysis to ensure that any learnings are planned into next communications.
• Relationship building: Building strong relationships across Good Energy to allow you to take detailed briefs and recommend communications strategy.
• Customer insight: Responsible for planning and deploying customer questionnaires to ensure we are led by our customers feedback and thoughts.
• Retention: Design and deliver retention-focused communications as and when needed.

What you'll need to succeed

We’re looking for a skilled copywriter who can simplify complex information and create engaging, impactful content. You’ll be confident working independently, while also collaborating effectively with technical stakeholders and managing their expectations and offering clear, practical advice.

You’ll be proactive and resilient, able to manage technical workloads and deliver strong results with a hands-on approach. With experience in the energy supply industry, you’ll understand how to shape customer communication across the full journey, delivering the right message, at the right time, through the right channel.

Essentials:

• Strong knowledge of the energy supply industry to confidently translate technical details into customer-friendly language.
• Proven experience in end-to-end customer communications, including campaign planning and delivery across multiple channels.
• Excellent copywriting and project management skills, with the ability to lead or support cross-functional projects.
• Highly collaborative with the confidence to influence and challenge stakeholders at all levels.
• Experience in operational communications across a variety of customer touchpoints.
• Self-motivated, fast learner, and comfortable working in a dynamic, fast-paced environment.
• Passionate about delivering high-quality work and exceeding expectations.

Desirable:

• Experience designing, building, and testing email journeys.

Benefits you can rely on

Great allowances for hybrid working:
🏡 £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
🚆 £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.

📖 £500 annual development allowance: to spend on your chosen development area, whether that’s in your current role, or future roles.

🎁15% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

🌞 Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You’ll also have the option to buy additional leave, allowing for a better work-life balance.

💸 Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.