Customer Communications Manager


Cambridge or Coventry, GB

Category:  Sales, Marketing and Publishing

Job Title: Customer Communications Manger
Contract:  Secondment (12 months Maternity Cover)
£33,594 - £37,349

Location: Cambridge or Coventry


What it’s about 

The Customer Communications Manager will be accountable and responsible for the managing, planning, implementation, development and publishing of engaging, timely and relevant email and social communications.  The Customer Communications Manager is a key role within the Marketing Campaigns team who are responsible for our customer communication, retention & acquisition strategy to support both existing and prospective customers.


You’ll be at the very heart of everything we say to customers, who include Heads of Department, teachers, as well as students and parents. Exceptional stakeholder management will be critical to your success along with and a real ‘can-do’ approach to ensure we deliver first class customer communications through every channel. You’ll be comfortable with juggling multiple priorities as part of fast paced, proactive, results driven, energetic team. The role is fixed term for 12 months to cover maternity leave but offers an excellent opportunity to take your communication, writing and stakeholder skills to the next level.

What you’ll be doing


The successful candidate will;

  • Create and develop the customer retention communications plan to support our customers with teaching and assessment throughout the academic year.
  • Develop and maintain strong internal external stakeholder relationships to deliver against the customer retention strategy and goals  
  • Develop and deploy timely and accurate communications that adhere to regulatory and brand guidelines in both written and visual formats
  • Develop and execute targeted retention activities as defined by the Retention Strategy to retain or defend our market position.
  • Analysis and reporting  on activities against KPIs and provide recommendations to drive improvements in quality, channels, processes or systems


What we’re looking for


  • A strong all-round marketer with either a Marketing qualification and/or 4-5 years’ marketing experience
  • A real customer-focused approach will be core to all that you do, alongside excellent communication skills and a proactive and flexible attitude.
  • You’ll possess a track record of supporting with the execution of marketing campaigns which focus on customer retention, lead generation and acquisition
  • A team player, comfortable dealing with colleagues of all levels
  • Exceptional organisational skills and be able to manage multiple projects in a fast-paced dynamic environment.
  • Previous experience of creating content and copywriting for emails and social media is essential, as is experience with social media monitoring platforms.
  • Our email communications are sent through the marketing platform HubSpot so previous experience of this platform would be beneficial to your application.



  • Degree education with a CIM Diploma or IDN Professional Diploma
  • 4-5 years marketing experience in either a B2B or B2C environment



  • Stakeholder Management
  • Project management and multi-tasking
  • Solutions driven through creative thinking
  • Flexibility to adapt to changing priorities
  • Resilience to work in a fast past, deadline orientated environment



  • A minimum of 4-5 years marketing experience
  • Track record of executing campaigns to drive customer retention and new business
  • Hands on experience of using marketing systems such as Hubspot/Campaign Monitor/Hootsuite
  • Good understanding of social media channels and their audiences
  • Content creation and copywriting for differing channels and demographics


Who we are 

OCR (Oxford Cambridge and RSA Examinations) is a leading UK exam board. We provide qualifications which engage people of all ages and abilities at school, college, in work or through part-time learning programmes. Our general and vocational qualifications equip learners with the knowledge and skills they need for their future, helping them achieve their full potential.



We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 24/01/2020 


If you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.


The University of Cambridge will be bringing together its publishing and assessment operations to create a single organisation from 1 August 2021. Cambridge University Press and Cambridge Assessment publish and create world-leading content and examinations that are used across more than 170 countries.


The move is in response to a growing desire from learners, teachers and researchers to engage with Cambridge in a joined up digital way, and the demand for innovative products that combine expertise in learning and assessment. The new organisation will have the capabilities to provide world leading assessment, learning and academic research offerings globally, under the Cambridge brand and backed by first class teaching and research departments.


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