Interim Senior Customer Communications Manager

Interim Senior Customer Communications Manager

Join to apply for the Interim Senior Customer Communications Manager role at A2

Dominion Group
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Location: Ealing office base with hybrid working

Contract: 6-month fixed term contract, 35 hours per week

Advert Closing date: Friday 9th January 2026

We are looking for a Senior Customer Communications Manager to join our dedicated Communications department. The successful candidate will promote and protect the reputation of the Group by leading and delivering high‑quality marketing communications for customers and assisting with the management of the overall Customer Communications function.

• Contribute towards the development of customer communications and marketing strategies, and lead on the creation of supporting projects, policies and procedures from inception.
• Lead, manage and deliver customer communications and marketing programmes and projects across the Group, ensuring customers are well‑informed and help achieve good, consistent customer experiences across all channels and touchpoints.
• Monitor, review and report on the performance of a customer communications work programme.
• Develop and maintain strong business partnering relationships with client departments/areas. Provide expert communications advice, design new solutions and influence others to change ways of working.
• Champion A2
  
  Dominion’s brands protect its integrity, including advising on brand strategy and usage, corporate identity, house style and production assets.
• Manage the procurement of and relationships with creative agencies and suppliers.
• Undertake shared management responsibilities and administration to support the smooth and harmonious running of the team, its systems, processes and administration.
• Plan, manage and deliver a range of high‑quality customer communications projects and activities using the full marketing mix, ensuring activities are delivered to a high standard and within budget. This includes:
  • Information: newsletters, handbook, leaflets, noticeboards, signage, digital/website content, digital customer channels and social media.
  • Accessibility:
    Ensure that accessibility needs related to customer communication, such as Plain English, translations, Braille and other formats, are met.
  • Creative Campaigns: development of multi‑channel, direct marketing campaigns to stimulate customer acquisition and retention for products and services.
  • Operational Communications – BAU:
    Support frontline teams to deliver and improve their day‑to‑day communications with customers across all channels and touchpoints.
  • Operational Communications – Change:
    Oversee the identification and implementation of opportunities to improve customer communications within new business processes, as part of the Group’s business transformation programme.
• Assist the Head of Customer Communications with the overall management of the Customer Communications Team and deputise in their absence. This includes:
  • Leading on crisis and business continuity incidents.
  • Managing a range of projects and activities relating to wider customer communications, including media relations, public affairs and business partnering.
  • Ensuring communications materials are produced to a high standard by signing‑off and managing approvals prior to publishing internally and/or externally.
  • Assist with the maintenance of the function’s work plans and performance reports.

• Educated to GCSE level or equivalent in Math’s and English (Grades A*–C).
• A relevant professional qualification (e.g. in internal communications) or equivalent.
• Significant knowledge and experience in planning, managing and delivering customer marketing and communications programmes within a large, complex organisation.
• Project and programme management, including briefs, plans, delivery and evaluation, working with peers and colleagues across different departments.
• Strong stakeholder management, influencing and negotiating skills and the ability to provide advice and guidance for stakeholders at all levels.
• Excellent copywriting, editing and proofreading skills, with good grammar and literacy.
• Brand management experience, ensuring communications…