Assistant Communications Content Manager

Description

The company was founded in 2004 and is the first and only specialist in designing, building and running bespoke in-house agencies and marketing ecosystems for brands.

It works with more than 300 clients across over 40 countries and is still growing.

Its model is built to support creative work and efficiency, so it can produce tailored solutions that connect with audiences.

The company is part of a larger group and uses AI to change how it creates and delivers work, aiming for higher efficiency, more creative ideas and better-informed decisions.

Its values are to be ambitious, imaginative, inspirational, curious and results-focused, and to be actively pro-inclusive and anti-racist across its community, clients and work.

The company has set ambitious science-based targets to reduce emissions and builds sustainability into every department and project stage.

Responsibilities

• Within the client's Customer Communications Centre of Excellence, you will manage the whole content process, from shaping briefs to writing, editing, gaining approvals and keeping clear audit trails.
• Work in a multidisciplinary squad alongside an Assistant Communications Delivery Manager, where you lead content strategy and approval and they lead technical build and implementation.
• Create and improve customer communications for email, letters, SMS and digital messages, with clear, accurate, well-structured copy that follows the client's brand standards and best practice.
• Shape briefs early with stakeholders and squads, agreeing the right approach while weighing customer needs, channel capabilities and delivery timescales.
• Take each piece of content from brief to approval, making sure it meets governance, regulatory, risk and assurance requirements and that complete records and approvals are kept.
• Apply Consumer Duty principles to all content so communications are fair, accessible and clear about what customers must do next.
• Find ways to simplify content, cut avoidable communications and use digital channels better, without weakening customer outcomes.
• Work with product, proposition and service teams to link communications to the wider customer journey and the client's strategic priorities.
• Use internal insight and external market knowledge to make communications more effective and to spot chances to innovate.
• Contribute to planning, prioritisation, delivery and continuous improvement within a cross-functional squad.
• Build trusted relationships with internal stakeholders, agencies and suppliers to keep accountability clear and delivery high quality.
• Raise standards across the Centre of Excellence by sharing knowledge, embedding consistent ways of working and helping other teams improve.

Requirements

• Experience in communications, marketing, CRM, digital or customer servicing, including creating, updating or governing customer-facing content to a high standard.
• Strong writing and editing skills, with the ability to produce clear, concise, customer-friendly copy and adjust tone, structure and calls to action for different owned channels.
• Sound knowledge of email, print, SMS and digital messaging, including accessibility rules, content hierarchy, character limits and call-to-action design.
• A customer-first approach with a real commitment to clarity, fairness and reducing customer effort.
• Confident stakeholder skills, including asking good questions, challenging constructively and turning complex business needs into effective communications.
• Good judgement and close attention to detail, balancing customer needs, brand standards, risk and delivery timescales without losing quality.
• Familiarity with governance, regulatory or risk frameworks in a regulated environment. Financial services experience is an advantage.
• A continuous-improvement mindset, staying curious about customer insight, market changes and better ways to improve content and channels.
• Ability to work well in multidisciplinary teams and build effective relationships across functions and with external partners.
• Proficiency with Gen AI tools relevant to content and communications work, used to improve output quality and efficiency.
• Experience building personal AI workflows that improve consistency and speed up turnaround.
• An agentic approach to content and problem-solving, able to break down complex briefs and find efficient ways forward.
• Ability to critically assess AI outputs and apply human judgement, which is essential in a regulated financial services setting.

Conditions

Mid-senior specialist role with no direct reports but real influence over content and practice.

Hybrid working model.

Requisition ID: 18850.

The recruitment process does not use AI for candidate evaluation or selection, and AI is only used to support efficiency and consistency.