External Communications Manager

Nottinghamshire  ‐ Onsite
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Description

External Communications Manager - 3 months - Nottingham - Negotiable Daily Rate

A blue chip Financial Services and Consumer Data client of Pontoon is looking for an External Communications Manager to join an urgent requirement at their offices in Nottinghamshire.

Job Purpose: -

This role sits within a fast paced operational environment, alongside teams who are the first port of call for valued strategic clients. You are to establish and lead the Client Communication function which will enable the client to effectively communicate with clients throughout the customer life cycle as well as demonstrate that the client listens, responds and acts on client feedback to improve the overall client experience.

Experience:-

Essential Duties and Responsibilities

Strategy & process

  • Develop and own the overall Client Communication strategy and processes (including channel, message & implementation plan) for the UK&I region.
  • Channel Optimisation - Work with internal teams to improve existing communication channels so that we can effectively communicate with our clients when & how they need us to. Specifically, support the roll-out of Salesforce Communities to our clients as part of Service Central.
  • Build and embed a 'self-service communication model' so that teams needing to communicate with clients have the necessary tools, templates and guidance to deliver quality communication.
  • Influence at a senior level across the business and build effective relationships with Sales, Product teams, IT, Marketing, Internal Comms as well as forging strong working relationships across Service.

Change Communication

  • Play a key role in assessing the client impact of proposed business, product and technical changes.
  • Embed a decisioning tool which will provide teams with a consistent way to assess the impact of their changes on clients and therefore determine the right communication approach.
  • Lead communications on high risk/high impact IT projects, working as part of the core project or programme teams where necessary.
  • Provide support, guidance, tools and templates to teams delivering low to medium impact projects.
  • Work with Internal Comms and Sales Operations to ensure client facing colleagues are equipped with approved messages and tools to deliver a consistent, joined up communication experience.
  • Where necessary, lead other client communication managers to deliver high profile projects.

Start date
ASAP
Duration
3 Month
From
Pontoon
Published at
20.06.2017
Project ID:
1364175
Contract type
Freelance
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