Customer Communications Manager

Southern Water•Worthington, MN

21h•Hybrid

About The Position

As Customer Communications Manager, you’ll lead with purpose and clarity, ensuring our customers remain at the heart of every message. You’ll play a vital role in shaping exceptional customer communications and experiences and help drive business objectives as Southern Water continues its transformation journey. Reporting to the Head of Customer Experience, you’ll manage the Customer Communications Lead and own the development of our servicing communications strategy. Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed. You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation.

Requirements

Experience working in a comms role within a busy operational, highly regulated industry.
Proven ability in communication strategy, planning and delivery across email, letter and SMS.
Extensive hands-on experience in creating and executing customer communication plans, with a strong focus on tracking performance, evaluating impact, and continuous optimisation.
Demonstrated experience in leading, managing and motivating a team to deliver communication objectives on time and to a high standard.
Outstanding verbal and written communication skills and an exceptional eye for detail.
Proven experience in turning research and behavioural insight into actionable communication opportunities.
Capable of managing multiple priorities and tight deadlines with resilience and flexibility.

Responsibilities

Own the development and delivery of a measurable, insight-led, servicing communications strategy and plan - ensuring it supports overall business objectives, enhances Southern Water’s reputation, and meets customer and business needs.
Turn complex information into clear and engaging servicing communications that inform customers, drive the desired outcomes and strengthen brand reputation.
Collaborate with internal teams and external partners to create clear, timely, and effective communications at pace, to support and enhance operational processes, helping customers understand what’s happening, and what action they need to take.
Manage and mentor the Customer Communications Lead, providing direction and supporting them to deliver customer centric servicing communications.