Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where will you be working?
We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards. We’re problem solvers with over 140 years of combined experience in engineering and infrastructure.
This role will be within our demand management and network infrastructure team. We look after 60 million meters and our teams provide advanced metering solutions to help manage demand for essential suppliers.
Want to be a part of it?
What will you be doing?
As our new Campaigns Manager, you'll play a pivotal role in shaping the future of customer service across our contracts with Thames Water Metering. Based in Langley, this role oversees campaigns within the Smart Metering Contract. Ensuring that every customer journey is seamless, outcome-focused, and delivered to the highest standards.
In this role, you’ll oversee all customer journeys, with a particular emphasis on the digital creation and delivery of those journeys to meet client targets. You’ll manage and optimise multi-channel campaigns—including letters, calls, emails, and SMS. Use platforms such as Salesforce (CRM), AWS Connect (telephony), and Quadient Impress (letters and digital communications).
Working closely with both internal and external stakeholders, you’ll coordinate delivery plans, support testing, and ensure changes are implemented effectively and on time.
You’ll be responsible for monitoring campaign performance through dashboards and KPIs, analysing effectiveness, and leading continuous improvement initiatives across segmented customer demographics. With new technology constantly evolving, you’ll help shape how we communicate with customers across various workstreams, driving innovation and ensuring compliance with regulatory standards.
You’ll be empowered to make a real impact on the operational performance and strategic direction of the contact centre.
You’ll be joining a supportive, high-performing team that values integrity, innovation, and shared success. We’re committed to your growth. Offering ongoing professional development, clear career progression pathways, and the chance to work with cutting-edge technologies in a dynamic and empowering environment.
What you’ll bring
- Proven experience in multi-channel campaign management
- Strong working knowledge of Salesforce (CRM), AWS Connect (telephony), could be beneficial
- Excellent analytical and data management skills, including KPI tracking and performance monitoring
- In-depth understanding of contact centre operations and workforce planning
- Strong stakeholder management and communication skills
- Innovative thinking and a continuous improvement mindset
- Detailed knowledge of outbound compliance frameworks (Ofcom, GDPR, TCPA, etc.)
- High proficiency in Microsoft Excel and reporting tools
- Highly organised, detail-oriented, and able to manage multiple priorities
- Ability to adapt in a fast-paced, dynamic environment
- Experience in designing and overseeing customer journeys, especially digital creation and delivery
- Awareness of emerging technologies and best practices in customer communications
What’s in it for you?
We offer a range of benefits designed to support your life in and out of work, some of which include;
- Matched or contributory pension scheme
- Online GP service, 24 hours a day, 365 days a year
- Employee assistance programme
- My Rewards portal, access to 1000’s of retail discounts
- Life assurance
- Cycle to work, salary finance and give as you earn schemes
- Enhanced maternity, paternity leave and adoption leave
- Reward and recognition scheme
In addition, this role offers;
- Company car and fuel card with a range of EV and hybrid vehicles to choose from
- My Car Choice our salary sacrifice EV/ Hybrid car scheme
- Private health care for you plus health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!
- 25 days annual leave plus bank holidays
- Recommend a friend – get rewarded for introducing people to us!
- Personal Accident Cover
About us
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.
Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
- We’re responsible and go further for our people, clients, communities and the planet
- We’re open and seek new and better ways of exceeding expectations
- We’re together and as one team; the whole is greater than the sum of the parts
- We’re ambitious and embrace opportunity, to lead essential infrastructure services for life
Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.
It’s an exceptional time to be a part of M Group.
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.
For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
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