Customer Communications Specialist

Summary

Fibrus is a telecommunications provider focused on delivering full-fibre broadband services to homes and businesses. The Customer Communications Specialist will manage customer communications across multiple channels, maintain brand and regulatory consistency, and support integrated campaigns that improve awareness, engagement, growth, and customer experience.

Responsibilities

• Manage the whole Fibrus Broadband customer communications plan, working with every team across the business to ensure customer comms are consistent across a holistic customer journey
• Establish a comms change process to ensure updates are logged, tracked and version controlled, and changes to communications are correctly implemented
• Work with business units (customer service, installs, compliance, marketing) to develop new communications that will aid key business metrics
• Ensure comms across the business are brand and TOV consistent and regulatorily compliant
• Alongside Digital Marketing team, develop high quality marketing comms (email, whatsapp, SMS) to customers including the communication of offers, competitions, loyalty schemes, new product launches etc
• Identify gaps in the customer comms journey that would improve the customer experience and reduce contacts

Skills

• Experience in the development of customer marketing communications across a range of channels (email, SMS, whatsapp, social)
• Experience of using customer communication management tools (CRM, Brevo, HubSpot etc)
• Experience measuring customer campaign performance and using insights to inform future development opportunities within comms
• The ability to develop comms within a brand look and feel, and apply a consistent brand TOV across everything that's produced
• The ability to work effectively with multiple teams across a large business and influence change
• Excellent communication, negotiation, and interpersonal skills
• Highly creative, results-focused, and comfortable managing multiple projects simultaneously
• Proficient in the use of MS Office and CRM systems

Qualifications

Must Haves

• Experience in the development of customer marketing communications across a range of channels (email, SMS, whatsapp, social)
• Experience of using customer communication management tools (CRM, Brevo, HubSpot etc)
• Experience measuring customer campaign performance and using insights to inform future development opportunities within comms
• The ability to develop comms within a brand look and feel, and apply a consistent brand TOV across everything that's produced
• The ability to work effectively with multiple teams across a large business and influence change
• Excellent communication, negotiation, and interpersonal skills
• Highly creative, results-focused, and comfortable managing multiple projects simultaneously
• Proficient in the use of MS Office and CRM systems

Benefits

• Mental health workshops
• Professional development support
• Private healthcare
• Flexible working