Key responsibilities:

• Transform service messaging into engaging, contextually relevant content that caters to customer expectations and meets business needs.
• Collaborate with internal teams to deliver highly personalised, complex, timely email communications to customers.
• Own, design, and implement impactful, highly personalised customer responsible for the end-to-end process.
• Apply best practices in content and communication strategy, design, and optimisation methodologies to elevate the overall customer experience.

What you'll ideally bring: 

• Expertise: Bring your proficiency in content (structure, information architecture, hierarchy, copywriting, strategy, planning and execution), technical skills, and a customer-first mindset.
• Strategic thinking: Identify and focus on areas with the highest value to deliver against our long-term strategy of transforming our channels into a highly engaging self-service digital ecosystem.
• Data-driven approach: Utilise data insights, testing, experimentation and an iterative approach to continuously improve content/ comms efficacy.
• Collaboration: Supportive team player. Work closely with stakeholders to inform and execute key projects providing strategic input and recommendations,and advocating on best practice comms and content design across the wider organisation.
• Experience: Ideally 5+ years relevant experience in email communications and web operations, content strategy, content design, copywriting, direct marketing, or similar roles.

Preferred skills:

• University degree: Marketing, Business or Technology discipline, preferable but not essential.
• Demonstrated results optimising digital channels for the customer experience including, content and comms strategy, design, development and testing.
• Hands-on experience with email marketing/ automation.
• Strong working knowledge of email HTML, proficiency in Content Management System or DXP, Adobe Dreamweaver and Photoshop and the ability to adapt to new systems and software
• Track record of communicating in simple and meaningful ways, with a focus on plain language writing and transformation.
• Ability to use analytics tools (for example, Google Analytics, Hotjar) for content creation, evaluation, and optimisation.
• Familiarity with Silverstripe CMS and Unica/Acoustic is advantageous, but not critical
• Previous experience working within Agile methodologies is helpful, but not essential.
• Understanding of Content Design and UI/UX design principles.