Responsibilities

• Serve as the primary contact for all requests entering the Production Hub.
• Review and interrogate briefs in collaboration with the Head of Content Strategy to ensure clarity, completeness, and alignment with business objectives.
• Assess project requirements, scope complexity, and determine the most suitable creative resource to deliver the work.
• Allocate and schedule the appropriate internal and/or external creative talent, i.e. using freelance creative talent (design, copy, video, digital, etc.).
• Manage the Production Hub schedule, ensuring workloads are balanced and deadlines are realistic and achievable.
• Maintain visibility of all active projects, identifying bottlenecks early and adjusting resourcing as needed.
• Support budget tracking for freelance, production and external resource spend.
• Manage freelancer onboarding, briefing standards, quality control, and performance evaluation of external suppliers.
• Design, document, and continually optimise Production Hub processes to improve speed, quality, and consistency.
• Implement tools, workflows, and reporting mechanisms that enhance transparency, efficiency, and communication.
• Champion best-practice creative operations within the marketing team.
• Monitor operational KPIs such as turnaround time, SLA adherence, resource utilisation, campaign delivery efficiency and stakeholder satisfaction.
• Produce regular Production Hub performance reporting and insights to improve operational effectiveness.
• Ensure all creative output adheres to brand guidelines, accessibility standards, legal & regulatory compliance and stakeholder approval processes.
• Support the organisation and governance of digital assets, templates and creative documentation to ensure efficient reuse, version control and rights usage.
• Act as the bridge between internal stakeholders (marketing, comms and others) and creative teams, providing clear timelines, expectations, and updates.
• Confidently challenge briefs, timings, and priorities when needed, delivering constructive feedback while maintaining strong relationships.
• Collaborate with wider marcomms teams, as well as digital and customer experience to coordinate integrated campaign delivery.
• Mentor stakeholders on effective briefing and campaign planning practices.
• Foster collaboration and clarity across teams to ensure smooth delivery of all creative work.

Requirements

• Extensive experience managing creative workflow in a busy studio, agency, or in-house environment.
• Strong understanding of creative and production processes across design, copy, digital, and content disciplines.
• Outstanding organisational skills with the ability to manage multiple projects and priorities simultaneously.
• A calm, solution-focused approach, even under pressure.
• Excellent communication, relationship-building, and negotiation skills.
• Ability to assess briefs, challenge assumptions, and guide teams towards the best creative outcomes.

Nice to have

• Experience within transport, consumer, or complex multi-stakeholder environments.
• Knowledge of project management tools (e.g., Asana, Trello, Monday.com, or similar).
• An interest in AI tools and a willingness to experiment with new methods to improve creative output.

Benefits

• Your health is important to us which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you! This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advise.
• Our EAP provision offers 24hr, 365 days a year mental health support
• We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc
• Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass
• Cycle to work scheme
• 25 days' holiday + bank holidays
• Pension scheme and chance to buy discounted First Group shares
• Enhanced maternity / paternity pay
• Flexible working