The Communications & Activation Manager leads multi-channel field communications and post-purchase customer service resolution to ensure consistent, clear, and timely messaging across all retail locations. This role drives alignment between Central Operations, Field Leadership, and Support teams, ensuring flawless execution, enhanced engagement, and brand integrity. Serving as the bridge between strategy and store execution, this role ensures communication clarity, operational readiness, and customer satisfaction across all retail formats.

Key Responsibilities

Field Communications Management

Develop and lead field communications to ensure clear, relevant, and timely information delivery across the retail fleet.
Manage day-to-day communication channels, including email, intranet, Teams, and SharePoint, ensuring accuracy and accessibility.
Partner cross-functionally with Commercial, Operations, and Field teams to ensure messaging consistency and alignment.
Oversee newsletter and update distribution cadence, ensuring field awareness and action on key priorities.
Track communication effectiveness, engagement, and feedback to continuously improve clarity and efficiency.

Customer Service & Issue Resolution

Oversee the post-purchase resolution process, ensuring fast and effective customer service and issue management.
Manage ServiceNow or equivalent ticketing workflows, escalating high-priority issues and tracking resolution timelines.
Partner with Field Leaders, IT, and Facilities to ensure seamless issue handling and cross-functional accountability.
Identify recurring customer concerns and partner with stakeholders to address root causes.
Support continuous improvement efforts by monitoring trends and providing actionable insights.

Operational Collaboration & Support

Build and maintain strong relationships across departments to ensure communication and issue resolution are fully integrated.
Support training and knowledge-sharing initiatives that improve field understanding and execution of new programs or policies.
Drive accountability and responsiveness across teams through clear updates, feedback loops, and process optimization.

Key Metrics

Communication Timeliness & Accuracy (%): Delivery of accurate communications within required timeframes.
Message Engagement (%): Field open and action rates on communications.
Service Resolution Time (Hours/Days): Average time to resolve field inquiries or customer service issues.
First Contact Resolution (%): Percentage of issues resolved without escalation.

Field Satisfaction Rate (%): Feedback from field leaders on clarity and support effectiveness

Job Requirements

Bachelor’s degree in Communications, Business, or related field.
5+ years of progressive experience in communications, operations, or customer service support.
Proven success managing internal communications for a multi-site or field-based organization.
Strong writing, editing, and visual communication skills.
Excellent project management, prioritization, and organizational skills.
Experience with communication tools such as SharePoint, Teams, or intranet platforms.

Skills & Competencies

Field communications and messaging expertise.
Multi-channel coordination and content management.
Customer resolution and stakeholder engagement.
Strong analytical and reporting capability.

WHSmith North America

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Communications & Activation Manager