Product Communications Lead - CRM (15 Months FTC)

We're looking for an experienced Product Communications Lead to join our CRM team in London on a Fixed-Term Contract for a 15 months Maternity Cover. You'll be overseeing the strategic communications narrative and creative output that excites millions of our customers about what we have to offer, ensuring every message is on-brand, consistent, and effective.

As the CRM Communications Lead, you will sit at the core of our customer communication strategy. You will own the narrative for key product and brand initiatives, leading a dedicated creative team—including Copywriters, Designers, and specialist Managers—to translate our product vision, brand identity, and pricing strategies into compelling, customer-facing content. You are a strategic thinker who can balance creative quality with operational efficiency, driving performance and consistency across all CRM channels.

Here’s how you’ll be contributing to the CRM team:

• Lead the CRM Communications Strategy: Own and define the overarching customer narrative for all product and feature launches, brand campaigns, and pricing updates, ensuring alignment with business goals and brand identity.

• Drive Cross-Functional Alignment: Act as the critical link between the creative, product, and CRM teams, translating complex features and initiatives into clear, actionable creative briefs.

• Manage and Mentor the Team: Lead and develop a team of communications and creative professionals

• Ensure Brand Consistency & Quality: Act as the final quality check for CRM communications, guaranteeing that messaging, tone, and visual design are accurate and consistent with our brand guidelines.

• Optimise Creative Performance: Implement process improvements and report on the Creative Team’s delivery metrics, focusing on efficiency and scalability.

• Drive Message Effectiveness: Oversee and utilise data from messaging testing and analysis to report on customer comprehension and resonance, driving necessary optimisations.

• Strategic Brief Review: Coach and challenge the team on high-effort and high-impact creative briefs to drive best-in-class creative outcomes.

This role will give you the opportunity to:

• Have Strategic Impact: Your work will directly define how millions of customers understand our product and brand, allowing you to shape the core customer experience.

• Lead and Develop: You will be mentoring and growing a high-performing creative team, guiding their professional development and project output.

• Work with Autonomy: You'll have the freedom to define processes and strategies for improving creative quality and team efficiency.

• Be Analytical and Creative: You'll balance creative leadership with data-driven decision-making, customer research and performance metrics to prove the effectiveness of your team's work.

About you:

• You have 7+ years of experience in Customer Communications, ideally within a high-volume CRM environment.

• You have significant experience leading and managing a team, and are skilled in guiding team members and managing workload across diverse specialisms

• You possess strong strategic communications experience, with a proven ability to translate complex business objectives into clear, compelling customer narratives.

• You are a master of brand consistency and quality control, with a keen eye for detail in messaging, tone, and visual execution.

• You have excellent reporting and analytical skills, capable of leveraging data (e.g., message testing, delivery metrics) to drive strategic improvements and operational efficiency.

• You thrive in a cross-functional role, able to quickly build rapport and collaborative relationships with product, creative, and CRM stakeholders.