Head of Consumer Communications and Engagement

ComReg Overview

We are the statutory body responsible for regulating electronic communications, postal and premium rate services in Ireland. We are a professional, multi-disciplinary organisation, operating in a dynamic telecommunications environment that is constantly evolving.  Our Mission – at the heart of everything we do – is to facilitate the development of a competitive communications sector in Ireland that attracts investment, encourages innovation and empowers consumers to choose and use communications services with confidence.

The Retail and Consumer Services Division and the Consumer Engagement Team

Our Retail and Consumer Services Division consists of several different teams and functions including Customer Care, Consumer Policy, Postal, Compliance, Universal Service, Premium Rate Services and Consumer Engagement.

The primary role of the Head of Consumer Communications and Engagement  is to increase awareness among the public and consumers, including businesses, of their rights in respect of communications services and the tools and services that ComReg provides to assist them.  This will help in achieving ComReg’s strategic objective that consumers* can choose and use communications services with confidence.

To achieve this objective, it will be necessary to develop and deliver a ComReg wide strategy for consumer communications and engagement.

Reporting to the Director of Retail and Consumer Services, the successful candidate will manage a small team and will liaise with internal stakeholders across ComReg and with external suppliers to develop and deliver ComReg’s consumer and public engagement strategy.

The Role

To ensure that consumers, including businesses, and the public are aware that ComReg is there to assist them in their dealings with services providers and to provide information and assistance.

The successful candidate will take a lead role in ComReg’s engagement with the public, consumers – including businesses – and other relevant stakeholders on issues and advice, awareness, tools and information and on the aspects of ComReg’s role which are of general interest to the public.

*Includes business consumers

The Head of Consumer Communications and Engagement will be responsible for the development and implementation of ComReg’s multi-channel Consumer Communications and Public Engagement Strategy.  This Strategy will include:-

• The approach to and design and delivery of public facing information and awareness campaigns both digital and traditional including:-
  • Building on and harnessing the ComReg Connects brand and awareness of ComReg
  • Specific consumer aspects of the comreg.ie website and its content, information and online facilities (comparison tool, coverage map(s); videos)
  • Approach to social media, listening and engagement
  • Approach to traditional advertising
  • Approach to outreach activities including online and in-person events.
• The implementation plan to achieve the strategy
• The approach to monitoring, analysing and measuring the strategy’s implementation to ensure that the output delivers effectively against the strategy and the objectives.
• The process for the modification of the strategy, as relevant, on a periodic basis.

The Head of Consumer Communications and Engagement will lead a team of ComReg staff and external suppliers to design, deliver and implement the strategy.  This strategy will increase awareness of ComReg and its services which can assist consumers, including businesses and the public.  The successful candidate will define objectives, key performance indicators and targets and will establish and coordinate team activities and priorities to achieve effective engagement with consumers and with the general public.  The successful candidate will report periodically on the strategic approach, implementation, and effectiveness to the ComReg Leadership Team.

The role is responsible for the following areas:

• Establish and drive a multi-channel communications strategy based on relevant data, experience, and internal and external stakeholder requirements.
• Put in place an implementation programme to deliver the strategy.
• Oversee and manage the creation of all consumer and public communications content and material, digital, video, audio, and print.
• Develop and maintain brand integrity across all platforms.
• Lead a team of internal staff and external suppliers to deliver the strategy.
• Ensure tracking of engagement levels across various platforms, channels and media and make data-driven decisions.
• Manage presence at outreach events, such as at trade shows and conferences attended by the public.
• Manage an associated budget and deliver value for money initiatives.

This will expand on the current multi-channel approach, to better meet the information needs of identified target audience segments working closely with internal stakeholders.

Qualifications and Experience

The Head of Consumer Communications and Engagement will be required to have an in-depth understanding of all aspects of communications including channels, content, analytics, and consumer representative relations, coupled with strong leadership capabilities and stakeholder management skills.

In addition to meeting the Essential and Desirable criteria set out below, the role requires a demonstrable track record in the development and delivery of communications strategies ideally within a public sector or telecommunications environment.

 Essential

• Diploma/Degree in marketing, communications, social media or related field.
• Extensive management experience in a Communications, Marketing or similar role.
• Experience with managing digital content.
• Experience in planning, managing and reporting on success of campaigns. using multi channels.
• Experience in managing and leading a team to meet the challenges of evolving consumer communications needs.
• Experience in designing and running consumer focused events, conferences and webinars.
• Proven drafting skills and ability to communicate with impact in writing.
• Well-developed marketing, conceptual and problem-solving skills.
• Excellent inter-personal and communication skills and a proven ability to work in a multi-disciplinary environment.

Desirable

• Experience in procuring and tendering using framework agreements.
• Experience of telecommunications
• Behavioural economics practical application

Core Competencies & Skills for the Role

In addition to your technical qualifications and experience, you will bring professional competencies and skills in the following core areas:

Strategy and Leadership: Articulates future developments and applies this to operational situations.  Creates a climate of cooperation and respect where people strive to achieve common organisational goals and share knowledge.  Takes a broad view.

Contextual Understanding: Understands the regulatory, legislative, political, industrial, economic, societal and cultural environment within which ComReg operates.  Uses this understanding to interact effectively.  Considers the wider impact of actions and decisions.

Communication and Influencing: Communicates clearly, confidently and respectfully.  Engages, persuades and convinces others to follow a particular course of action.  Ensures all relevant parties are appropriated updated and notified.

Planning and Organising: Establishes and monitors priorities, systematically differentiating between urgent, important and unimportant.  Manages activities to deliver results.  Meets objectives within predetermined time frames.

People Skills:  Uses interpersonal skills to create engagement and clarity.  Manages conflict and implements practical solutions.  Recognises the impact of own behaviour and adjusts as required.  Actively develops others.

Decision Making and Judgement:  Effectively builds evidence base to support the decision-making process.  Assesses alternative options.  Uses judgement to adapt to specific and challenging requirements of the organisation.

If you meet the criteria and are interested in applying, we would love to hear from you.