Head of Content & Design
This pivotal role offers the opportunity to shape the creative direction of direct communications across our customer base. As a key member of the newly established Chief Customer Office, you will lead a team of writers, designers, and content strategists in developing compelling and brand-right messaging. The ideal candidate will have a strong background in CRM, lifecycle, or direct communications, with experience leading multi-disciplinary teams and driving strategic growth.
Key Responsibilities:
* Develop and implement a content and design strategy for customer base campaigns and lifecycle journeys
* Champion brand voice, tone, and visual identity across direct channels
* Lead creative ideation, ensuring content aligns with customer needs, lifecycle stage, and business goals
* Oversee end-to-end creation of high-quality, compliant, and on-brand content across email, SMS, push, and app
* Manage a library of modular content blocks, templates, and design systems for scalability
* Translate data insights into creative approaches that drive engagement and conversion
Requirements:
* 8+ years in content, creative, or design roles, with 3+ years in a leadership position
* Proven experience in CRM, lifecycle, or direct communications (email, push, SMS, app)
* A strong creative portfolio with examples of impactful lifecycle or campaign work
* Exceptional storytelling, conceptual thinking, and strategic communication skills
Why this Role?
This is an exciting opportunity to join a forward-thinking organization and make a significant impact on customer engagement. If you are a creative leader with a passion for driving business growth through innovative content and design, we encourage you to apply.
Benefits:
* Market-leading pension scheme
* Healthcare scheme
* Variable pay
* Employee assistance program
* Family leave options
* Two volunteer days per year
Capabilities:
* Customer first
* Collaborative
* Promotes innovation
* Content design and writing
* Stakeholder management
* Digital marketing
* CRM understanding