Customer Communications Manager

🌍 UK, Hybrid

⭐️ Our Perks

Values-driven culture – we’re really proud of our culture.

🙌 Drive Your Own Experience

• Personalised Learning and Development Budget
• Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
• Technology – Your choice of Mac or Windows
  
  

✨ Empowering you to be your most authentic self

• 25 Holiday Days your local bank holidays
• 1 Birthday day – it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
• Mental Healthcare – Sessions with Unmind
• Enhanced Family Leave
  
  

So Energy

Who we are

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.

We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable
  
  

The Role

Customer Communications Manager at SO ENERGY

We are looking for a Customer Communications Manager to play a leading role in developing Clear, Caring and Honest communications with customers across email, direct mail, our website and other channels as appropriate.

We are keen to develop proactive and relevant customer communications, to provide customers with consistently excellent service and to explain what help and support is available if things go wrong. Ultimately, this role will make an important contribution to improving customer satisfaction and customer retention.

Reporting into our New Marketing Director 👋

What you’ll be getting up to:

• Develops and implements a comprehensive customer communication strategy that aligns with So Energy’s brand, tone, and customer experience goals
• Works closely with finance, operations, customer support, and other teams to coordinate and streamline all customer communications, ensuring consistency and clarity
• Oversees the creation, editing, and approval of customer communication content, ensuring it meets brand guidelines, uses consistent note and terminology and is appropriate in length and style
• Ensures all customer communications reflect the company’s brand identity and adhere to established tone of voice, creating a consistent customers experience
• Maps out the customer journey to identify key touchpoints, ensuring timely relevant and personalised communications at each stage
• Develops and maintains a library of communication templates and tools that can be used across the organisation to ensure consistency and efficiency
• Collects and analyses customer feedback related to communications, using insights to continuously improve and optimise messaging
• Provides training and support to members across all departments on best practice for customer communication, including tone, style and brand guidelines
• Ensures all customer communications comply with relevant regulations and legal requirements, maintaining transparency and trust with customers
• Establishes metrics to measure the effectiveness of customer communications, regularly reporting on performance and making data-driven recommendations for improvements
  
  

This role will be a great fit if

Who will you be working with?

• Collaborating with colleagues across Customer Care, Operations, Finance, Marketing, Product and beyond to develop clear and consistent customer communications
  
  

What are we looking for?

• Customer marketing specialist with experience devising a strategy to deliver proactive customer communications across multiple channels and touchpoints
• Customer journey orchestration including experience auditing and defining customer journeys for a range of audience segments
• Multichannel expertise including demonstrable experience working with CRM platforms, developing and executing email marketing, direct mail and app campaigns to customers
  
  

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don’t let our role description hold you back, get applying!

Want to tailor your application?

Hiring Process

• Talent Interview: Head of Talent
• First stage - Technical interview: Marketing Manager & Sales Manager
• Second Stage - Culture Interview: Customer Operations Director & Marketing Director
  
  

Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

Our Values

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers

Caring - We care about the work we are doing, our customers and our colleagues

Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Diversity, Equity, Inclusion & Belonging

At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.