Assistant Communications Content Manager

Description

The company has been designing, building and running bespoke in-house agencies and marketing ecosystems for brands since 2004, and says it is the first and only specialist in this area.

It works with more than 300 clients across over 40 countries and is part of The Brandtech Group.

The company uses AI to make its work faster and more creative, and to support clearer decisions, while people keep making the final calls.

This is a hybrid, mid-senior specialist role in the client's Customer Communications Centre of Excellence. It has no direct reports but carries real influence over how content is made.

You sit in a multidisciplinary squad and work closely with an Assistant Communications Delivery Manager. You own content strategy and approvals, while they own technical build and implementation, and you both aim for the right customer outcome.

The work aims to simplify content, cut avoidable communications and make better use of digital channels in a complex, regulated financial services setting.

The company's sustainability goals include science-based emissions reduction targets, and sustainability is built into every department and project stage.

Responsibilities

• Write and improve customer communications for email, letters, SMS and digital messages, keeping copy clear, accurate, well structured and in line with the client's brand standards and best practice.
• Shape briefs from the start by agreeing the right approach with stakeholders and squads, weighing customer needs, channel capabilities and delivery timescales.
• Own the content process from brief to approval, making sure every communication meets governance, regulatory, risk and assurance requirements and that full records and approvals exist.
• Apply Consumer Duty principles to all content so communications are fair, accessible and clear about the next step for customers.
• Find ways to simplify content, reduce 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.
• Help with 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, establishing consistent ways of working and helping other teams improve.

Requirements

• Experience in communications, marketing, CRM, digital or customer servicing, 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.
• Solid knowledge of email, print, SMS and digital messaging, including accessibility requirements, 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: you ask good questions, challenge constructively and turn complex business requirements 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, curious about customer insight, market developments and new ways to improve content and channels.
• Comfort working in multidisciplinary teams and building 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 turnaround.
• An agentic approach to content and problem-solving, able to break complex briefs into parts and find efficient routes forward.
• The ability to critically assess AI outputs and apply human judgement, which is essential in a regulated financial services environment.

Conditions

Hybrid working. Req ID: 18850.

The recruitment process does not use AI for selection. AI supports efficiency and consistency only, and candidate evaluation and selection are done without AI-supported screening or decisions.