Principal, Customer Communication Campaigns

Job description

Closing Date: Thursday 1st October 2026 Location: London Flexible Working The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week. About the role As the UK's leading mobile and broadband provider, we connect with more than 25 million customers every day. Every communication we send is an opportunity to strengthen relationships, build brand consideration and drive commercial growth. As Principal, Customer Communication Campaigns, you will lead the strategy, planning and delivery of customer communications across EE and Plusnet. Sitting at the intersection of Brand, Commercial Marketing and Customer Insight, you'll shape how we engage with millions of customers through personalised, insight-led communications that drive engagement, sales and long-term loyalty. A key focus of the role will be supporting our convergence ambition, helping more customers discover the benefits of taking multiple products and services with us. You'll develop compelling customer journeys and creative communication strategies that bring customer value to life, creating more relevant and connected experiences across the customer lifecycle. Working closely with Commercial Marketing, Data & Insight, Digital, Technology and agency partners, you'll balance brand, customer and commercial priorities to deliver measurable business outcomes. You'll also lead and develop a high-performing team, championing innovation in personalisation, automation and customer engagement to ensure our communications remain distinctive, effective and customer-focused. What you’ll be doing Lead the customer communications strategy across EE and Plusnet, ensuring communications deliver against both brand and commercial objectives. Develop customer communication frameworks and creative platforms that can be tailored across customer segments, products and channels. Drive customer engagement, sales performance and convergence through insight-led, personalised communications. Translate customer data, behavioural insight and commercial opportunities into compelling communication strategies and customer journeys. Lead the planning and delivery of campaigns across email, SMS, MMS, direct mail, social and other owned channels. Champion innovation in personalisation, automation, AI and testing to continuously improve customer experience and campaign effectiveness. Build strong relationships across Commercial Marketing, Brand, Data, Digital, Technology and agency partners, influencing stakeholders to deliver better customer outcomes. Lead, coach and develop a high-performing team, fostering a culture of creativity, collaboration and continuous improvement. Essential Skills / Experience Significant experience leading large-scale customer communications, CRM, lifecycle or customer marketing campaigns for a major consumer brand. Deep understanding of data-driven marketing, customer segmentation and personalisation. Strong understanding of customer communication channels, including email, SMS, direct mail, social and digital channels. Proven ability to influence senior stakeholders across complex, matrix organisations. Proven track record of delivering both brand and commercial outcomes through customer communications and marketing programmes. Desirable Skills / Experience Strong creative and strategic marketing leadership. Experience driving cross-sell, upsell, loyalty, retention or multi-product adoption. Knowledge of marketing automation, dynamic content, experimentation, AI and personalisation technologies. Strong analytical and commercial acumen, using insight and performance data to drive continuous improvement. Experience leading and developing high-performing teams. Ability to translate complex propositions into simple, compelling customer communications. Our Package Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include: Company car scheme (or cash alternative) 15% on target annual bonus Private healthcare for you and your family Access to an online private GP 24/7 for you and your immediate family Market-leading paid carers leave with up to 2 weeks off Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay Discounted EE and BT products, including mobile and broadband Market leading Pension scheme – 5% from you and 10% from us Holiday purchase scheme You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready. At EE, we’re harnessing the power of technology to bring people together and make life better. You’ll use your energy and ambition from similar roles where you’ve thrived, met goals, achieved targets, influenced others, or provided great service and you’ll already have the transferrable skills to shine here. You’ll take responsibility for delivering results and collaborate with your team to share ideas and celebrate success. We’ll give you all the training, tools, and support you need to build your confidence and achieve your targets. We understand that life doesn’t always follow a set schedule, so we help our people work flexibly – for example, allowing you to plan your own breaks or bank time off to make sure you don’t miss the moments that matter most. We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. Bring your energy, curiosity, and ambition – and we’ll match it with opportunity. Join us at EE and turn your potential into performance. [For corporate TA within Consumer] EE is the UK’s largest mobile network and a core brand within BT Group’s Consumer unit. Many of our roles are employed by EE but work across a growing, multi‑brand Consumer environment – supporting customers across our family of brands, BT, EE and Plusnet. You’ll benefit from EE’s strong people proposition, development opportunities and culture, while helping shape the future of consumer connectivity at scale.