Customer Communication Specialist - UK

o you have a passion for clear, engaging customer communication, and want to help shape how we speak to our customers?

As a Customer Management Specialist, you’ll play a key role in ensuring our customer communication is relevant, clear, and engaging. You’ll join a cross-market marketing team supporting several European countries, with a special focus on the UK market.

You’ll be responsible for planning and executing timely, compliant, and engaging communication across the full customer journey – from acquisition and onboarding to retention and loyalty. It’s a hands-on role for someone who enjoys turning strategy into scalable communication and building processes that support both customer experience and business goals. Whether optimizing CRM journeys, crafting copy that builds trust, or aligning with product, legal, and compliance teams – you’ll help lay the foundation for how we speak to customers.

The position is based at our Nottingham office, where you’ll be part of the Marketing team within the Commercial B2C function. You’ll report to the Customer Management Manager, and your job title will be Customer Management Specialist.


Responsibilities include:

Plan, create, and localise customer and marketing communication for web, email, and other touchpoints across the customer lifecycle.
Manage and optimize CRM flows and lifecycle communication across channels.
Support digital campaign planning and execution.
Ensure compliance in customer communication – including accessibility standards, legal requirements, and version control.
Collaborate cross-functionally to plan, review and align customer communication.
Manage customer workflows and journeys that support key business goals.
Managing version control for all market-specific customer communications to ensure consistency, accuracy, and compliance.
Track performance and use insights to optimise communication and campaigns.
Contribute to scalable content workflows and documentation.

What skills will you bring?

A structured and self-driven way of working – you manage tasks independently and consistently meet deadlines.
Solid understanding of and experience in building and optimizing automated customer journeys and customer lifecycle workflows in CRM.
Excellent copywriting skills in English, with a sharp eye for detail and a strong sense of quality, compliance and brand consistency.
Native-level English. Knowledge of any of the other market languages (Swedish, Norwegian, Danish, Finnish, German or Polish) is a plus, but not at all necessary.
Strong collaboration skills and stakeholder management experience.
Broad knowledge of digital communication channels (e.g. emails, letters, webpages) and how to use them effectively across the customer journey.
Data-driven mindset and a strong customer focus – you use data and insights to continuously improve segmentation, relevance and performance.
What experience will you bring?

5+ years’ experience in customer communication, marketing automation and/or CRM – preferably in a regulated industry such as banking or finance.
Hands-on experience building and optimizing lifecycle communication in platforms such as Adobe Campaign, Braze or similar.
Proven track record of planning and executing customer lifecycle communication across email, web and other digital channels.
Experience with CMS tools like Sitecore and accessible, SEO-friendly content.
Confident in working with performance metrics and turning insights into action.
Experience in creating or adapting visual content for digital communication in tools like Figma or Photoshop is a plus.
Understanding of data-driven communication, segmentation and personalization.
Understanding of the commercial impact of customer communication and ability to link activities to KPIs. Read more