Our client stands as a prominent healthcare logistics firm deeply integrated with the NHS, and they are looking for a Web and Customer Communications Lead to join their team in Nottingham. Their mission revolves around procuring, delivering, and providing essential healthcare products, services, and food to NHS trusts and healthcare organisations across England and Wales. Covering every NHS Trust, they operate an extensive network of distribution centres, facilitating the smooth and efficient distribution of crucial resources throughout the healthcare sector in the region.

The Web and Customer Communications Lead is a crucial role in prioritising customer-centricity. The role ensures that customers are well-informed about all aspects that affect the organisation positively or negatively. Collaborating closely with the Voice of Customer Lead, this role involves sharing the outcomes of customer and NHS Supply Chain cooperation with a broader customer audience. Additionally, the role encompasses the responsibility of enhancing the customer-facing website by leveraging data to refine its appearance and content, ultimately optimising communication channels for customers.

The company’s leadership is purpose-driven, painting a compelling vision and strategy, consistently acting in alignment with it and contributing uniquely to the organisation's mission. They excel in clear, effective communication and accountability, focusing on process optimisation and striving for continuous improvement. Skilled in balancing diverse stakeholder needs, they prioritise customer-centric solutions and anticipate and adopt technological innovations.

As the Web and Customer Communications Lead you will excel in managing complexity, and adept at making sense of intricate and often conflicting information to solve problems effectively. You will establish trust by consistently embodying honesty, integrity, and authenticity. You will promote diversity and inclusion, confront stereotypes and offensive comments, maintain cultural sensitivity and ensure a respectful work environment. With a strategic mindset, you will prioritise actions for maximum impact, leveraging business acumen to advance organisational goals.

 Key responsibilities:

  • CRM Data Management: Oversee the maintenance of high-quality customer data and provide input for CRM system improvements.
  • Data System Responsibility: Manage key elements of the data management system, including development and operation.
  • Digital Channel Oversight: Enhance daily digital channel operations and support technical changes for client-facing platforms.
  • External Communication Planning: Develop communication plans for external communications, guided by senior colleagues.
  • Business Requirement Elicitation: Gather complex business requirements and express them in terms of user roles and goals.
  • Leadership and Performance: Communicate and implement the function's strategy, manage team performance, and foster professional development and training.

Key requirements:

  • Experience in designing and delivering an internal communications strategy in complex organisations and geographically dispersed workforce.
  • Experience of working within a matrix organisation, successfully managing complex projects, involving multiple stakeholders, from start to finish.
  • Experience of advising senior managers on complex internal communications challenges, including crisis communications.
  • Experience of successfully influencing staff at all levels within an organisation.
  • Analytical skills to identify and evaluate internal communication needs and challenges.

If you have the relevant experience and this opportunity sounds interesting to you, please get in touch with our team including a copy of your CV as soon as possible via the form below.

We are committed to equality of opportunity for all. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. You can access our Diversity and Inclusion Policy here.

Please click here to find out about more about Hanson Search.

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Researcher Kristina Ugrin

With more than 10 years’ experience in the UAE and Europe, in recruitment consultancy, event management and in-house marketing and communications for a global hotel group, Kristina has joined Hanson Search in 2021 as a part of the research team. In her role as a researcher, she is supporting the senior consultants in mapping the European markets and identifying and attracting talent; pleased to be a part of a process that brings positive change and growth to people’s careers and lives

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