Customer Communications Director Hedge End, England
Job description
(Manager/Director)
The Driving Spirit
Based in the South and South-West of England, Snows Motor Group is an AM Top 50 automotive retailer covering 20 brands across 54 franchises. We differentiate ourselves from our competitors by delivering an exceptional level of service to both our customers and manufacturing partners. We are on the lookout for an experienced Customer Communications Director to lead our friendly Snows Marketing and Customer Care teams based in Hedge End.
The Customer Communications Director is a member of Snows Senior Team and will report to the Chief Operating Officers. The successful candidate will lead a directorate of people who are responsible for delivering a successful customer journey across the organisation by carrying out a range of activities that will establish, maintain, and continually enhance the customer experience.
The Customer Communications Director will support and promote consistency, creativity, and compliance across the group marketing departments, contact centre and digital customer communications. Candidates should possess the skills, leadership, and passion for improving the customer experience, analysing data, and building excellent teams.
The Customer Communications Director will be responsible for analysing activity and reviewing our return on investment for their areas of responsibility, whilst ensuring policies and procedures are followed.
Your day
The Customer Communications Director will help manage the relevant teams to deliver profitability and customer satisfaction.
- Understand the company strategy and translate this to a functional vision with robust targets and a programme that demonstrates a positive return of investment.
- Prepare annual budgets and allocate resources appropriately.
- Lead unified teams ensuring a culture of customer focus and commercial acumen.
- Understand the commercial objectives of the organisation and oversee the development of marketing strategies and plans to achieve these. Promote consistency and compliance.
- Engage with senior stakeholders (Executive Board, Directors, Senior Heads, Franchise Managers and General Managers) to refine marketing strategy and execution on a continuous improvement basis.
- Define the functional operating framework striving for creativity, process control, governance, and efficiency.
- Oversee brand relationships ensuring the requirements of manufacturer partners are met and best practice and insights are leveraged.
- Monitor customer experience and develop recommendations for engagement / loyalty initiatives, across marketing campaigns and our contact centre.
- Work with internal and external teams to provide subject matter expertise to support digital transformation. Oversee management of group websites and social media.
- Develop strong working relationships with stakeholders and third-party suppliers.
- A deep understanding of CRM enquiry management and a flair for leading the charge with digital initiatives.
- Review and enhance the current lead and enquiry strategy, alongside improving the customer experience as a priority.
- Manage public perception of Snows, which incorporates developing customer service and communication strategies as well as understanding the importance of timing in setting messages.
- Lead a team of customer communication and marketing professionals
- Responsible for managing continuous elevation of the compliance processes and GDPR obligations.
Have you got what it takes?
- A minimum of 5 years’ experience, or equivalent, as a customer communications senior manager, or ‘Head of’ or similar role
- Evidence of delivering targets and deadlines in a previous role
- Previous experience of leading teams
- Effective stakeholder management.
- High emotional intelligence, leadership, and management skills.
- Working Knowledge of GDPR.
- Able to plan, organise self and meet agreed work deadlines.
- Able to assimilate information quickly and provide considered responses.
- Strong work ethic and adaptable to change.
- Attention to detail and maintains good, accurate quality of work.
- Able to react positively to organisational and market changes.
- Good analytical, problem solving and planning skills.
- Able to research a subject and find an appropriate solution.
What is in it for you?
- Highly competitive salary package DOE, plus company car
- Full training and support to help you immerse yourself in the role and Snows values.
- 30 days holiday, inc. Bank holidays plus additional holiday entitlement as recognition of length of service with Snows at 5, 10, 15, 20 anniversaries.
- Birthday day off
- Discounted MOTs, Service, and Parts.
- Recommend a Friend Bonus/ Introducing a Customer Bonus.
- Life Assurance Benefit.
- Snows Contributory Pension Scheme.
- BEN – Employee Assistance Programme.
- Excellent development opportunities to learn & grow with Snows.
- Role dependant – tool box insurance
Hours of Work
Monday to Friday 08:30 – 17:30 (with 1 hour for lunch).
Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period; therefore, we encourage you to apply early to avoid disappointment.
Due to the volume of applications, only shortlisted applicants will be contacted. If you do not hear back from us within 2 weeks of applying, please assume you have not been successful on this occasion.
** Important Consent Note ** By clicking the “Submit Application” button, you are expressly giving your consent for us to retain and share your CV within the Snows Group. This is for the purpose of highlighting your details to other roles within the Group which may be suitable for you. As a result, you are giving your consent to receive verbal and email contact from Snows for the purposes of discussing our available roles with you. Snows will not use your details for any other purpose or share your details with any third parties outside of the Group. If you do not give your explicit consent for the reasons stated above, please do not click the “Submit Application” button.
Thank you for applying to Snows.
