Experian Senior Communications Manager (Client Focus) in Nottingham, United Kingdom

Description

An exciting opportunity has arisen within the Service business, within Service Relationship Management team, for a Senior Client Communications Manager.

This role sits within a fast paced operational environment, alongside teams who are the first port of call for valued strategic clients. The main purpose of the role is to establish and lead the Client Communication function which will enable Experian to effectively communicate with clients throughout the customer lifecycle, as well as demonstrate that Experian listens, responds and acts on client feedback to improve the overall client experience.

Responsibilities

Strategy & process

  • Develop and own the overall Client Communication strategy and processes (including channel, message & implementation plan) for the UK&I region.

  • Channel Optimisation – Work with internal teams to improve existing communication channels so that we can effectively communicate with our clients when & how they need us to.

  • Build and embed a ‘self-service communication model’ so that teams needing to communicate with clients have the necessary tools, templates and guidance to deliver quality communication.

  • Influence at a senior level across Experian and build effective relationships with Sales, Product teams, IT, Marketing, Internal Comms as well as forging strong working relationships across Service.

Data Quality

Client contact data is a key requirement for this role and therefore the individual will need to support the business to ensure it is fit for purpose.

  • Work with the necessary internal teams to ensure that we have the right data architecture to enable effective and responsive client communication.

  • Drive a programme of work to enhance client data quality for the Strategic & Enterprise clients.

  • Hold client facing colleagues accountable for the quality of their data, and partner with global sales effectiveness & operations teams to vastly improve the data cleansing outcomes.

Change Communication

  • Play a key role in assessing the client impact of proposed business, product and technical changes.

  • Embed a decisioning tool which will provide teams with a consistent way to assess the impact of their changes on clients and therefore determine the right communication approach.

  • Lead communications on high risk / high impact IT projects, working as part of the core project or programme teams where necessary.

  • Provide support, guidance, tools and templates to teams delivering low to medium impact projects.Work with Internal Comms and Sales Operations to ensure client facing colleagues are equipped with approved messages and tools to deliver a consistent, joined up communication experience.

  • Where necessary, lead other client communication managers to deliver high profile projects

Skills & Experience

Essential Experience

  • Experience of driving continuous process improvement and looking for efficiencies in the way we communicate.

  • Influencing behavioural change

  • Proven track record, with at significant experience of achieving outstanding results within communication related roles

  • Strong Campaign & Channel Management Strategy skills

  • Experience working at a senior level in a large corporate organisation

  • Influential communicator, comfortable communicating at all grade levels

  • Strong writing skills – with an ability to translate complicated technical information into easy to understand, client facing communication

  • Project Management and knowledge of change management principles

  • Creative thinker, who can be flexible in their approach

  • A strong customer focussed approach with close attention to detail

  • Ability to lead and know what it takes to provide World Class Service

  • Proficiency in Excel

Knowledge, Experience & Qualifications

Desirable Experience

  • Eloqua (email marketing),

  • TeamSite and Wordpress (websites and blogs)

  • Salesforce Communities (new core channel being delivered as part of Service Central)

  • Sharepoint (for internal communication)

  • Chatter (a core channel to manage internal briefings)

  • GoToWebinar

Here at Experian, we believe that great work deserves great rewards. In return for your ideas, commitment and ambition, we'll give you a very competitive base salary and a range of benefits as soon as you join.

On top of your base salary, we offer:

  • Performance related bonus scheme

  • 25 days' annual leave (plus the ability to purchase 5 additional days)

  • Generous contributory pension

  • Opportunity to buy shares with the company share-save scheme

  • Life assurance

  • Medical and Dental cover

  • Retail discount schemes

  • 3 Community involvement days per annum

We also work with our colleagues to understand their long term career aspirations to ensure they have the career development and growth they need to achieve these goals. Through personalised career objectives and performance plans, we open up conversations on progression whether this is achieved through mentoring and coaching or classroom learning environments, we offer rewarding ways in which to learn.