About the role:
Our brand is much more than how we look. It is how our customers and stakeholders see, experience and perceive us. Our brand lays out the purpose behind what we do as a company, providing the foundations to build the strategy.
As a brand team, our ultimate objective is to drive up our brand Net Promotor Score (NPS) and customer experience. Today, water is a low engagement industry, unless something goes wrong. It’s our job to shake things up and make sure we play a relevant and meaningful role in the minds of our customers.
This role is critical in helping drive brand consistency across all our customer interactions, supporting our strategic priorities and improving the service we provide by delighting our customers.
Key Accountabilities:
- Own the ‘brand experience’ – ensuring we deliver the best possible experience across all customer interactions, whether it’s a conversation over the phone, a webpage, a piece of literature in the post or signage you pass in the street.
- Drive consistency across all communications, providing guidelines and training across the business, and governing our brand assets.
- Drive advocacy and understanding by rolling out the brand business-wide. Tell our story to help everyone at Thames Water understand how to bring our brand to life in their role.
- Champion our verbal strategy and tone of voice, providing clear brand positioning for core topics and campaigns to support the business.
- Develop and implement strong brand governance processes across the team and wider organisation to protect our brand identity and drive consistency.
- Build the value of the brand and the brand team by building cross-functional relationships and identifying actionable insight to show how everything we do delivers value back to the business.
- Bring the brand to life creatively, working closely with the designers and copywriters to ensure the brand is executed in line with the guidelines.
- Work closely with the wider communications team to ensure we have clear, proactive brand experience planning with clear messaging and communications.
- Lead and develop a team of two Brand Executives.
To be successful you will have the following skills and experience:
- Extensive brand management experience.
- Highly strategic and creative.
- Passionate about bringing a brand to life.
- Strong communication and influencing skills to sell-in new ideas and inspire people to live our brand.
- Excellent writing skills and exceptional attention to detail.
- Confident in leading workshops.
- Experience in brand measurement and development.
- Self-starter, who can hit the ground running.
What’s in it for you:
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with the length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our refer-a-friend bonus, where you can receive up to £1,000 for helping someone get a permanent position within the company.
We’re also proud to be here for our local community, offering all of our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
Click here to view our full list of Rewards and Benefits
About us:
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.
As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.
We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.
Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.