Customer Communications Officer

📌 Core Information

🔹 Job Title: Customer Communications Officer

🔹 Company: Elavon, Inc.

🔹 Location: London, United Kingdom

🔹 Job Type: Full-Time

🔹 Category: Financial Services

🔹 Date Posted: April 25, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid (3+ days on-site)

🚀 Job Overview

Key aspects of this role include:

• Managing end-to-end customer communications campaigns
• Providing administrative support to the European Marketing team
• Ensuring compliance with business objectives and regulatory requirements
• Collaborating with cross-functional teams and stakeholders
• Managing budgets, vendor relationships, and team documentation

ASSUMPTION: This role requires a high level of organization, attention to detail, and the ability to manage multiple projects simultaneously. Strong communication and interpersonal skills are also crucial for success in this position.

📋 Key Responsibilities

✅ Lead end-to-end set up and execution of customer communications, ensuring alignment with business objectives and regulatory requirements

✅ Manage the campaign workflow, including briefing, stakeholder coordination, content creation, deployment, and performance reporting

✅ Ensure all communications meet internal deadlines and critical success factors

✅ Maintain and track the customer communications team budget, including processing invoices and reconciling expenses

✅ Oversee the customer communications mailbox, ensuring timely responses, organized folder management, and tasks completion per SLAs

✅ Manage and update the Customer Communications SharePoint site to ensure accuracy and accessibility of key information

✅ Organize and maintain all customer communications team folders and documentation across shared platforms for easy reference and compliance

✅ Support in maintaining relationships with external agencies or vendors when required

✅ Ensure all communications and campaigns adhere to internal policies, legal approvals, and compliance requirements

✅ Maintain audit-compliant processes for the Customer Communications team, ensuring thorough documentation of approvals and folder management across board

ASSUMPTION: The responsibilities listed above are subject to change based on business needs and may evolve over time. The ideal candidate will be adaptable and willing to take on new tasks as they arise.

🎯 Required Qualifications

Education: Bachelor's degree in Marketing, Communications, Business, or a related field

Experience: Minimum 4 years' experience in administration and customer communications, ideally in a B2B financial services or regulated industry

Required Skills:

• Strong understanding of UK & Ireland-specific regulatory frameworks for marketing communications
• Experience using digital email marketing platforms, preferably Salesforce Marketing Cloud or Pardot
• Excellent attention to detail and ability to manage multiple administrative tasks simultaneously
• Strong organisational skills and ability to work independently while taking ownership of key deliverables
• Effective interpersonal and diplomatic skills for collaborating across multiple stakeholders
• Proactive, adaptable mindset with a willingness to take on tasks at all levels

Preferred Skills:

• Experience with SharePoint
• Fluency in additional European languages

ASSUMPTION: While the required skills listed above are essential for success in this role, the ideal candidate will also possess strong problem-solving skills, the ability to work well under pressure, and a proactive approach to identifying and addressing potential issues.

💰 Compensation & Benefits

Salary Range: £35,000 - £45,000 per annum (AI-estimated based on market research and role requirements)

Benefits:

• Health Protection
• Financial Security
• Career Growth
• Development Resources

Working Hours: Full-time, 37.5 hours per week, with a hybrid/flexible schedule (in-office expectation of 3 or more days per week)

ASSUMPTION: The salary range provided is an estimate based on market research and the requirements of the role. Actual compensation may vary based on factors such as experience, skills, and business needs.

📌 Applicant Insights

🔍 Company Context

Industry: Financial Services, specifically payment processing and merchant services

Company Size: Elavon, Inc. is a subsidiary of U.S. Bank and has 1,001-5,000 employees globally. This size allows for ample opportunities for growth and collaboration while maintaining a supportive and inclusive work environment.

Founded: Elavon was founded in 1989 and has since grown to become a global leader in payment processing, serving over 1.5 million customers across 36 countries.

Company Description:

• Elavon is committed to building platforms and ecosystems that help customers achieve their financial goals
• The company offers tailored payment solutions powered by the latest technology, driving innovation and launching new products
• Elavon partners with customers, communities, and each other to build a range of payment solutions that meet the needs of any business

Company Specialties:

• Retail
• Airlines
• Hospitality and T&E
• Healthcare SMB
• Private Sector
• Restaurants
• Payments
• Payment Gateways

Company Website: http://elavon.com

ASSUMPTION: Elavon's focus on customer-centric solutions and continuous innovation makes it an attractive employer for individuals seeking a dynamic and forward-thinking work environment.

📊 Role Analysis

Career Level: Mid-level, with opportunities for growth and advancement within the company

Reporting Structure: This role reports directly to the European Marketing Manager and may have supervisory responsibilities for administrative staff or interns

Work Arrangement: Hybrid, with an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days

Growth Opportunities:

• Progression to a senior or management role within the Customer Communications team or broader Marketing department
• Expansion into other areas of the business, such as Product Management or Business Development
• International assignments or relocation opportunities, given Elavon's global presence

ASSUMPTION: The hybrid work arrangement offers a good balance between collaboration and flexibility, allowing employees to maintain a healthy work-life balance while still benefiting from in-person interactions and team-building opportunities.

🌍 Location & Work Environment

Office Type: Modern, collaborative office space with state-of-the-art technology and amenities

Office Location(s): London, United Kingdom

Geographic Context:

• London is a vibrant, multicultural city with a rich history and diverse cultural scene
• The city offers excellent transportation links, making it easy to commute from various locations
• London is home to a thriving financial services industry, providing ample opportunities for networking and professional growth

Work Schedule: Full-time, with a hybrid/flexible schedule (in-office expectation of 3 or more days per week)

ASSUMPTION: The London office provides a dynamic and engaging work environment, with easy access to public transportation and numerous amenities, including restaurants, shops, and parks.

💼 Interview & Application Insights

Typical Process:

• Online application and resume screening
• Phone or video screening with the Hiring Manager
• In-person or virtual interview with the European Marketing Manager and a panel of team members
• Final interview with the Head of Marketing or another senior leader
• Background check and offer extension

Key Assessment Areas:

• Problem-solving skills and ability to manage multiple projects simultaneously
• Attention to detail and commitment to quality and accuracy
• Interpersonal and communication skills, both written and verbal
• Adaptability and willingness to learn and grow in the role

Application Tips:

• Tailor your resume and cover letter to highlight relevant skills and experiences that match the required qualifications
• Demonstrate your understanding of the role and Elavon's business by researching the company and preparing thoughtful questions for the interview
• Showcase your ability to work well under pressure and manage multiple tasks simultaneously by providing examples from your previous experiences

ATS Keywords: Customer Communications, Campaign Management, Digital Marketing, Administration, Stakeholder Management, Salesforce Marketing Cloud, Pardot, Attention to Detail, Organisational Skills, Interpersonal Skills, Compliance, Process Management, Budget Management, Content Creation, Performance Reporting, Vendor Management

ASSUMPTION: The interview process is designed to assess the candidate's skills, experiences, and cultural fit, ensuring they are well-suited to the role and Elavon's work environment.

🛠️ Tools & Technologies

• Salesforce Marketing Cloud
• Pardot
• SharePoint
• Microsoft Office Suite (Word, Excel, PowerPoint)
• Google Workspace (Gmail, Google Drive, Google Docs)

ASSUMPTION: Familiarity with the listed tools and technologies is preferred but not required. Elavon provides training and support to help employees develop the skills they need to succeed in their roles.

👔 Cultural Fit Considerations

Company Values:

• Customer-centric
• Innovative
• Collaborative
• Accountable
• Respectful

Work Style:

• Dynamic and fast-paced
• Team-oriented and collaborative
• Focused on continuous improvement and learning
• Adaptable and responsive to change

Self-Assessment Questions:

• Do you have a proven track record of managing multiple projects simultaneously and meeting tight deadlines?
• Are you comfortable working in a fast-paced, dynamic environment and adapting to change?
• Do you possess strong interpersonal and communication skills, with the ability to build and maintain effective working relationships with stakeholders at all levels?

ASSUMPTION: Elavon's company culture is characterized by a strong commitment to customer-centricity, innovation, and collaboration. Employees are encouraged to take ownership of their roles, work collaboratively with their teams, and continuously seek opportunities for growth and improvement.

⚠️ Potential Challenges

• Managing multiple projects and deadlines simultaneously may be challenging for some individuals
• Working in a fast-paced, dynamic environment may require adaptability and resilience
• Collaborating with cross-functional teams and stakeholders may necessitate strong interpersonal and communication skills
• Ensuring compliance with regulatory requirements and internal policies may require a keen attention to detail and a proactive approach to identifying and addressing potential issues

ASSUMPTION: The potential challenges listed above can be overcome with strong organizational skills, effective time management, and a proactive, adaptable mindset.

📈 Similar Roles Comparison

• This role is similar to a Marketing Campaign Manager or Marketing Communications Specialist, but with a stronger focus on administrative support and compliance
• In comparison to other financial services companies, Elavon offers a more customer-centric and innovative approach to payment processing and merchant services
• Career progression opportunities may vary depending on the specific role and company, but Elavon's global presence and commitment to employee development provide ample opportunities for growth and advancement

ASSUMPTION: While this role shares similarities with other marketing and communications positions, its unique focus on administrative support and compliance sets it apart and offers a distinct set of challenges and rewards.

📝 Sample Projects

• Managing a large-scale customer communications campaign, including briefing stakeholders, coordinating content creation, and deploying the campaign across multiple channels
• Streamlining the customer communications team's budget management processes, including implementing a new tracking system and reconciling expenses
• Updating the Customer Communications SharePoint site to ensure accuracy and accessibility of key information, including policies, procedures, and campaign documentation

ASSUMPTION: The sample projects listed above are intended to provide a sense of the types of tasks and responsibilities associated with this role. Actual projects and tasks may vary based on business needs and priorities.

❓ Key Questions to Ask During Interview

• Can you describe a typical day or week in this role, and how my responsibilities might evolve over time?
• How does this role fit into the broader marketing and communications strategy for Elavon's European operations?
• What opportunities are there for professional development and growth within this role and the wider organization?
• How does Elavon support work-life balance for its employees, particularly in a hybrid work arrangement?
• Can you provide an example of a successful customer communications campaign, and what made it successful?

ASSUMPTION: The key questions listed above are designed to help candidates better understand the role, the company, and the work environment, ensuring they are well-informed and prepared for the position.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight relevant skills and experiences that match the required qualifications
• Prepare for the interview by researching Elavon's business and preparing thoughtful questions
• Follow up with the Hiring Manager within one week of submitting your application to confirm receipt and express your interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.