Customer Communications & Marketing Manager - Loyalty

TalkTalk • Full-time • Salford, England, United Kingdom • 19h ago

Role Purpose

Drive the development and delivery of loyalty and advocacy programmes that build deeper relationships with our customer base, increase advocacy, and support commercial objectives. Work in cross-functional squads to ensure loyalty initiatives are integrated across the business.

Main Responsibilities

Design and implement loyalty programmes and advocacy initiatives that drive customer engagement and retention.

Work with Commercial, Product, and Data teams to align loyalty activity with business goals and customer insights.

Develop communications that celebrate customer milestones, encourage referrals, and build brand advocacy.

Monitor loyalty metrics and use data to refine and improve programmes.

Collaborate with the Stakeholder Engagement team to ensure all loyalty communications are compliant and on-brand.

Assist with the development of key KPIs to ensure continued focus across the business on advocacy and loyalty.

Knowledge:

Detailed understanding of loyalty, CRM, and advocacy marketing strategies and best practices.

Strong grasp of customer engagement, retention, and advocacy drivers in telecoms, utilities, or other consumer-facing sectors.

Familiarity with loyalty programme design, referral schemes, and customer lifecycle management.

Knowledge of data analytics tools, CRM systems, and customer insight platforms.

Awareness of regulatory and compliance requirements for customer communications.

Skills:

Excellent communication and storytelling skills, able to inspire advocacy and loyalty.

Advanced analytical and data interpretation skills, with the ability to translate insights into actionable loyalty initiatives.

Strong project management skills, able to deliver multiple programmes and campaigns simultaneously.

Exceptional stakeholder management and cross-functional collaboration skills.

Creative problem-solving and innovation in developing new loyalty and advocacy approaches.

Ability to measure, report, and optimise loyalty programme performance.

Experience:

Significant experience in loyalty, CRM, or advocacy marketing, ideally in a B2C environment.

Proven track record of delivering successful loyalty or advocacy programmes.

Experience using data and analytics to shape and optimise customer engagement strategies.

Experience managing external partners, agencies, or suppliers.

Demonstrated ability to work in agile, cross-functional teams.

Behaviours / Values Fit:

Customer-focused, collaborative, and commercially minded.

Passionate about building advocacy and loyalty.

Comfortable challenging the status quo and bringing new ideas.

Adaptable, resilient, and able to work at pace in a fast-changing environment.

Be Yourself. Make an Impact. Join Us.

As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.

We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work.

What We Offer

Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection
Collaborative office spaces designed for creative thinking and innovation
Free on-site parking at our offices
Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)
Private healthcare for all employees
Competitive pension scheme and performance-related bonus opportunities
Free broadband for all employees
Life event gifts – celebrating milestones like marriages and births
Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations
Salary sacrifice scheme – save on dental, gym, and more
Big retail and leisure discounts
3 paid volunteering days a year – because making a difference matters to us too