Principal, Customer Communication Campaigns

Job Description

Principal, Customer Communication Campaigns

Advertised Salary:
Competitive

Job Location:

G
-London-BTHQ One Braham

Location:

London

Job Function:
Brand and Marketing

Division:
Consumer

The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

As the UK's leading mobile and broadband provider, we connect with more than 25 million customers every day. Every communication we send is an opportunity to strengthen relationships, build brand consideration and drive commercial growth.

As Principal, Customer Communication Campaigns, you will lead the strategy, planning and delivery of customer communications across EE and Plusnet. Sitting at the intersection of Brand, Commercial Marketing and Customer Insight, you'll shape how we engage with millions of customers through personalised, insight-led communications that drive engagement, sales and long-term loyalty.

A key focus of the role will be supporting our convergence ambition, helping more customers discover the benefits of taking multiple products and services with us. You'll develop compelling customer journeys and creative communication strategies that bring customer value to life, creating more relevant and connected experiences across the customer lifecycle.

Working closely with Commercial Marketing, Data & Insight, Digital, Technology and agency partners, you'll balance brand, customer and commercial priorities to deliver measurable business outcomes. You'll also lead and develop a high-performing team, championing innovation in personalisation, automation and customer engagement to ensure our communications remain distinctive, effective and customer-focused.

• Lead the customer communications strategy across EE and Plusnet, ensuring communications deliver against both brand and commercial objectives.
• Develop customer communication frameworks and creative platforms that can be tailored across customer segments, products and channels.
• Drive customer engagement, sales performance and convergence through insight-led, personalised communications.
• Translate customer data, behavioural insight and commercial opportunities into compelling communication strategies and customer journeys.
• Lead the planning and delivery of campaigns across email, SMS, MMS, direct mail, social and other owned channels.
• Champion innovation in personalisation, automation, AI and testing to continuously improve customer experience and campaign effectiveness.
• Build strong relationships across Commercial Marketing, Brand, Data, Digital, Technology and agency partners, influencing stakeholders to deliver better customer outcomes.
• Lead, coach and develop a high-performing team, fostering a culture of creativity, collaboration and continuous improvement.

• Significant experience leading large-scale customer communications, CRM, lifecycle or customer marketing campaigns for a major consumer brand.
• Deep understanding of data-driven marketing, customer segmentation and personalisation.
• Strong understanding of customer communication channels, including email, SMS, direct mail, social and digital channels.
• Proven ability to influence senior stakeholders across complex, matrix organisations.
• Proven track record of delivering both brand and commercial outcomes through customer communications and marketing programmes.

• Strong creative and strategic marketing leadership.
• Experience driving cross-sell, upsell, loyalty, retention or multi-product adoption.
• Knowledge of marketing automation, dynamic content, experimentation, AI and personalisation technologies.
• Strong analytical…