​Service provider within regulated industry requires an experienced Head of Customer Communications and Brand. Leading a small team, the role holder with lead customer comms contact strategy and engagement across all channels.

Using insight and data, they will create an action plan focused on customer engagement and supports requirements for multiple large scale projects.

They will also lead brand strategy and team, channel management, campaigns, engagement and social media strategy.

Specific responsibilities include:

• develop customer personas and segmentation

• support community event activation

• leading brand strategy and tone of voice

• managing and improving channel management and customer experience at all touch points - full audit of end to end journey

• fulfilling regulator's customer contact requirements

• target improved customer engagement scores

• lead behaviour change campaigns

• responsible for media budget and agencies

Specifically looking for senior customer comms professionals from energy, utilities or public service provider within a commercial environment.

Must have a deep understanding of customer insight and segmentation development. Able to develop new proposition and strategy and lead high performing team. Able to influence leadership team.

Activate strategy, lead multi channel marketing and media spend.

Must have previous head of / lead experience of customer comms and marketing. Use to leading team and marketing spend with experience of behaviour change campaigns.

Hybrid working is three days on site.