Customer Communications Manager

Coventry, UK (Remote)

Salary Not AvailableMid LevelFull time

Posted 2 months ago

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Job Summary

Own and drive the customer communications program, aligning strategy, multi‑channel delivery, and analytics to improve accessibility, engagement, and regulatory compliance across the customer journey.

  • Strategic ownership: develop and deliver the annual communications plan and key publications like the customer report.
  • Channel and experience: champion multi-channel, accessible messaging and grow digital/social engagement with data-driven improvements.
  • Team and governance: lead the communications team and partner with stakeholders to ensure consistent messaging and compliance.

Job Description

Responsibilities

  • Lead the development and delivery of our customer communications strategy and annual communications plan
  • Create and oversee high-quality communications, including key publications such as the annual customer report
  • Collaborate with internal teams and external partners to ensure consistent and aligned messaging
  • Champion multi-channel communication approaches, ensuring accessibility and inclusivity
  • Use data, insight and analytics to measure and improve communication effectiveness
  • Enhance and grow our digital and social media presence, building strong customer engagement
  • Promote self-service options and clear service information to improve customer understanding
  • Ensure all communications meet regulatory and compliance requirements
  • Lead and support a team of communications professionals

Requirements

  • Proven experience in customer communications, ideally within housing or a regulated sector
  • Strong understanding of multi-channel communication strategies
  • Experience leading or managing a communications team
  • Excellent stakeholder engagement and influencing skills
  • Strong knowledge of digital communications and analytics
  • Ability to translate complex information into clear, customer-friendly messaging

Preferred

  • Knowledge of housing sector regulations
  • Professional qualification (e.g. CIPR, CIM, journalism or design)

Benefits

  • A collaborative and inclusive working environment
  • Opportunities to innovate and lead change
  • Career development and professional growth
  • Flexible working options
  • A chance to truly shape how customers experience our services
Stonewater logo

Stonewater

4.5 Glassdoor

Stonewater is one of the UK’s largest social housing providers, dedicated to creating places that people can truly call home. With 40,000 homes, we proudly serve more than 93,000 customers from diverse backgrounds across the country.At the core of our mission as a registered social landlord is the commitment to safe, affordable housing for people of all ages and backgrounds. Guided by our Vision -that everyone should have the opportunity to have a place that they can call home -we offer homes for rent, shared ownership, and purchase. Our specialised services include retirement and supported living schemes for older and vulnerable people, safe spaces for the LGBTQ+ community, domestic abuse refuges, and young people’s foyers.Our approach is rooted in becoming a truly customer-driven organisation, building relationships founded on respect, honesty, transparency, and a commitment to equality, diversity, and inclusion.Stonewater has an annual turnover of £306 million and fixed assets of £3.1 billion. The organisation continues to hold a strong credit rating from S&P Global Ratings, alongside G1 and V2 gradings from the Regulator of Social Housing, together with a C2 grading for consumer standards. As part of the Stonewater Group, encompassing both commercial and not-for-profit subsidiaries, we engage in a range of commercial activities to fuel our mission of providing homes for those who need them most. Stonewater is more than a housing provider—we’re building foundations for futures.For more information, visit our website at www.stonewater.org

Founded in 2015
Whetstone, England, GBR
716 employees (12 in marketing)
89% recommend to a friend
91% CEO approval

Traffic Signals

Monthly Visitors
51.4K
Traffic Source Mix
Search
44.7%
Direct
48.1%
Referral
5.6%
Social
0.6%
Paid
0.8%

Headcount Trend

Current headcount: ~716

Marketing Team

Marketing Team Size
12 (2% of company)

Funding

Total Funding
$495.2M
Last Raise
$102.5M
Debt Financing, 11 months ago

Funding History

  • Jul 2025
    Debt Financing • $102.5M
  • Aug 2023
    Debt Financing • $253.7M
  • Apr 2021
    Debt Financing • $138.9M

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