General Manager - Customer Communications
Salary from £63,759 depending on skills and experience
Benefits: company car + company bonus potential, pension, private medical, discounted loan car scheme, life insurance, 27 days holiday plus much more!
Closing date: 25th June 2024
About the Role:
At VWFS UK Ltd exceptional customer communication journeys are important and we are seeking a General Manager - Customer Communications to lead a team and manage our customer contact and communications strategy. Reporting to the Head of Marketing and Customer Experience, you will oversee all in-life customer communications across various channels, ensuring they are effective, customer-centric, and compliant with regulatory standards.
Who We're Looking For:
You will have proven people management experience and enjoy leading through others to develop our customer communications strategy to drive engagement, loyalty, and growth!
This isn't just a job; it is a chance to make an impact, develop your leadership skills and enjoy being part of a fast-paced team.
Your Impactful Contributions:
- Responsible for all in-life customer communications, including regulatory and operational communications and CRM activities.
- Develop an omni-channel customer communications strategy, integrating future channel developments and transitioning into Salesforce.
- Utilise data and analysis to implement personalised CRM programs aligned with Brands
- Enhance customer loyalty and satisfaction through CRM activities across all touchpoints.
- Transform traditional postal communications to digital, non-paper-based methods.
- Develop and maintain consistent VWFS language and tone of voice for all customer communications.
- Build and lead a high-performing team of customer communication experts.
- Ensure all communications meet legal and compliance requirements.
- Evaluate CRM activities and propose data-supported enhancements.
- Advocate for the Voice of the Customer in all communications.
- Provide monthly CRM performance updates to key stakeholders.
- Represent the UK market and international CRM programs.
- Influence senior stakeholders to ensure customer-centric and compliant communications.
- Manage urgent and sensitive customer communications for the Senior Leadership Team and the Board of Management
- Use customer feedback and research to update and inform communications.
- Conduct regular communication reviews for relevancy and regulatory alignment.
- Manage relationships with marketing agencies, maximising output and exploring new technologies.
Qualifications and Experience:
- Delivering quality outputs that meet stakeholder expectations and regulatory frameworks.
- Prioritising resources to meet communication objectives and regulatory deadlines.
- Coordinating multiple suppliers and workstreams for customer experience delivery.
- Significant experience in automotive and digital marketing environments.
- Extensive data management and marketing experience.
- Proven people management experience of large teams
- Creativity and innovation in marketing.
- Strong understanding of customer and market dynamics.
- Excellent time management and multitasking abilities.
- Strong stakeholders management skills
- Excellent written & verbal communication skills
- Build impactful effective presentations at all levels, including Board level.
Life at VWFS:
We are passionate about putting people at the heart of everything we do. We are informal, collaborative, and diverse. We operate a culture of flexibility, to empower our colleagues to work in a way that works for them. We want everyone to reach their full potential and have a suite of resources to help you develop your career.
About Volkswagen Financial Services
Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.
Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us, and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can.
