Head of Customer Content - #1677288

Head of Customer Content

Type of Contract- permanent, full time

Location- UK, flexible

Role Overview

IWG is seeking a dynamic and strategic Head of Customer Content to lead worldwide customer-facing content and communications initiatives. This role will be instrumental in developing and managing a diverse suite of materials (digital and physical) tailored to various customer types and different stages of the customer sales journey. The role bridges a number of disciplines, ensuring our core communications materials are not only visually appealing but also commercially effective, and combining engaging storytelling with best-in-class design and publishing skills (and latest tech enablers).

The ideal candidate will be customer-obsessed, data-driven, and possess a strong understanding of product marketing. The Head of Customer Content, reporting to the Global Marketing Director of Content, will collaborate closely with sales and marketing leaders, including the Executive Creative Director to create world-class customer engagement materials that drive inquiries and convert leads into sales.

Key Responsibilities

Customer Focused Leadership

• Working closely with the sales team to understand their needs (inc. tools & materials), understand the diverse needs of various customer segments to create tailored sales materials that resonate with different audiences.


• Develop and execute a comprehensive catalogue strategy that aligns with IWG's overall marketing and business objectives.


• Select and lead world class agencies to deliver output fostering collaboration with sales, marketing, design, and product teams to ensure cohesive messaging and branding.

Engaging Content Development:

• Oversee the creation of high-quality, compelling content that highlights IWG’s products and services, ensuring clarity, relevance, and appeal.


• Collaborate with the Executive Creative Director to ensure that the materials reflect IWG's identity and creative vision.


• Work with production team on timelines, ensuring that all materials are delivered on time and within budget.


• Work with Go to Market team to produce and distribute catalogues.

Data-Driven Decision Making and Continuous Improvement

• Utilize measurement and analytics to assess the performance of catalogues, identifying trends, areas for improvement, and opportunities for iteration.


• Implement A/B testing and other methodologies to continually refine catalogue materials based on customer engagement and conversion metrics.


• Establish a framework for ongoing review and enhancement of catalogue materials based on feedback, performance data, and industry best practices.


• Stay abreast of trends in publishing and marketing to keep IWG's catalogues innovative and relevant.

Qualifications

• 7+ years of experience in marketing, publishing, or a related field, with a focus on customer-facing materials.


• Proven experience in leading creative projects, with bias for action and the ability drive strategic initiatives and align cross functional stakeholders to creative output


• Experience of working in a sales driven organisation


• Excellent project management skills to take from brief to execution.


• Strong analytical skills, with a track record of using data to inform decisions and drive results.


• Excellent written and verbal communication skills, with the ability to craft compelling narratives and content.


• A customer-centric mindset with a passion for delivering exceptional customer collateral.


• Proficiency in digital marketing tools and platforms, as well as content management systems.

About the company

IWG has been at the forefront of flexible working for more than 30 years. With over 3,500 locations around the globe, spanning brands including Regus, Spaces, Signature and HQ, we have made it possible for businesses of all sizes to make the transition to hybrid working, empowering employees to work wherever and whenever is most convenient.

We help more than 8 million people and their businesses to work more productively, supported by a choice of professional, inspiring and collaborative workspaces, communities and services.

As the world’s leading provider of hybrid work solutions, with four times the number of locations compared to its nearest competitor, IWG is already working with over 80% of the Fortune 500 and counts businesses including Amazon, Netflix, EY and Uber amongst its customers.

Companies of all sizes are shifting to flexible working to lower costs, improve employee retention and lower their carbon emissions. The flexible workspace is expected to grow by 600% by 2023, when 30% of all office space will be hybrid. We are growing our network faster than ever to keep up with demand from customers as we work towards our goal of reaching 30,000 centres.

Carbon Neutral Workplaces

IWG’s purpose of helping everyone have a great day at work, while protecting people and the planet is at the heart of everything we do. We are proud to supply all of our customers worldwide with carbon neutral workplaces, and we have a strong climate action plan in place to help us achieve our objective of Net Zero emissions by 2040.

Leading Employer Award

IWG is proud to be the recipient of a Leading Employer Award in both 2022 and 2023. Awarded exclusively to the top 1% of employers, the accolade is testament to our diverse global workforce and the role everyone plays in bringing our purpose, culture and values to life, every single day.

Join us at https://careers.iwgplc.com/home