Customer Communications Expert, 12 month FTC
£Competitive plus benefits
Changing the world is no easy task. But in 1999 that’s exactly what Good Energy set out to do. Its purpose is to enable people, in their homes and their businesses, to play an important role in combatting climate change, by providing households and businesses access to locally sourced 100% renewable energy. Fast forward to today, and the business is now a key player in the renewable energy space, and despite challenging market conditions has continued to grow profitably over the past 5 years.
The business has recently reviewed its longer term strategy and is now poised to take a leap forwards, focused on a transformational growth agenda which delivers long term value for its customers, shareholders and people. This will enable the achievement of its purpose; powering the choice for customers, of a cleaner greener future. The Good Energy team is currently around 300 people strong and is based in the market town of Chippenham, Wiltshire.
About the role
We are looking for a passionate and experienced Customer Communications Expert to help Good Energy shape their customer communications. We are looking for someone to support in completing a full audit and review on our entire suite of customer communications – from bills, through to letters, emails through to newsletters, you’ll then develop the messages we share with our customers.
We want to build great online and offline customer experiences that connect and engage with our current and future audiences and drive business growth.
You’ll be working as part of the Communications Team, reporting into the Head of Communications, this team includes touch points with our customers through internal and external communications, social media, public affairs and partnerships. This team is at the heart of the Good Energy business, working closely with the Marketing team and stakeholders around all areas of the business.
Your core responsibilities will include:
• Review and audit the entire suite of Good Energy customer communications materials, across the B2C and B2B businesses
• Recommend short, medium and long-term actions to ensure we make the most of our customer communications to add acquisition and retention of our B2B and B2C customer base and deliver against these recommendations within given timelines. Provide feedback to key stakeholders on deliverables against these actions
• Work closely with key stakeholders in our Marketing, Customer Services and B2B sales teams to ensure a fully aligned action plan is agreed by all
• Help us to develop and refine our current suite of customer communication tools
• Identify and create other methodologies for extending communication with customers to gain greatest impact, driven through market led data on impact. Identify reporting solutions on success of method and impact.
We’re looking for a talented and experienced I Customer Communications expert with a proven track record and significant experience in creating, successfully implementing and managing customer communications campaigns. You’ll have extensive experience in the B2B and B2C environments, successfully delivering multi-channel communications campaigns (e.g. offline, print, online) with proven evidence of results to generate business growth.
With a customer-first mind set and a drive for delivering outstanding customer experience you’ll be creative and have the ability to translate customer needs from analysis of data and market insight into tangible activity and output with clear success metrics.
With commercial flair, you’ll have proven experience of delivering customer growth (cost to service, lifetime value), budgeting and identifying and managing mutually beneficial external agencies.
You’ll have proven project management skills as well as influencing and good stakeholder management with the ability to provide feedback on success back to the business.
You don’t have to have a background in renewable energy but you must be motivated by working for a purpose and values led organisation, and have the capability to learn about a complex industry, fast.
Behaviours - Works in a way which role models our values:
We are straightforward in how we communicate with each other and get things done.
We are determined and resilient, overcoming challenges to realise our purpose together.
We value people’s differences and recognise the strength they give us when we work together.
In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our futureholders.
In addition to a competitive salary we also offer a wide range of benefits. Our office in Chippenham is very accessible; just a short drive off the M4 and a two minute walk from the train station.
So if you’d like to be part of this innovative and fast growing ethical energy business, we’d love to hear from you.
The closing date for this role is Thursday 3rd May 2018