Customer Content Lead

Customer Content Lead

Contract: Permanent
Location: Guildford and Manchester
Salary: Manchester £42,700 to £49,000; Guildford £44,500 to £51,000
Working arrangements: Hybrid - 2 days a week in office

About the Role

As our Customer Content Lead, you'll play a key role in delivering Marketing and Brand's customer content strategy. You'll lead a team of eight, supporting the planning, production, and delivery of high quality, customer focused content. You will act as deputy to the Customer Content Manager, driving consistency, quality and impact across all customer facing content.

Responsibilities

• Lead, develop and inspire a high performing team.
• Oversee end to end content delivery, ensuring quality, pace and alignment to standards.
• Work cross directorate to improve collaboration, prioritisation and delivery.
• Drive consistency through clear processes and effective capacity planning.
• Use insight and data to improve content performance and customer experience.
• Champion innovation to enhance delivery and impact.

Essential Criteria

• Demonstrable experience as a people manager, including capacity planning, target setting, performance management, coaching and development of teams (including remote or hybrid working).
• Proven ability to prioritise and manage multiple workstreams, delivering to time and budget while making sound, evidence based judgements.
• Experience developing, embedding and improving processes, policies and ways of working to drive quality, consistency and efficiency.
• Excellent stakeholder management, collaborative and influencing skills, with the ability to build strong relationships and manage challenge or conflict constructively.
• High levels of written, verbal and interpersonal communication, with strong attention to detail and quality standards.
• A creative, pragmatic, and innovative mindset, confident in challenging established approaches and championing improved ways of working.
• Lead and support the team on copyright compliance, proactively resolving issues or blockers by working collaboratively with colleagues to enable timely delivery of customer content.
• Working knowledge of, or experience supporting teams that use, creative tools such as PowerPoint, Canva, Heyzine, Flipsnack, InDesign and Premiere Pro.
• Experience using data and insight to inform decision making and measure effectiveness and support continuous improvement.
• A good understanding of the education or assessment landscape, or experience working in a similarly complex environment, with an appreciation of the governance expectations that shape customer facing content.
• Demonstrated success in driving innovation and digital progression within content creation or delivery.

Desirable Criteria

• Experience leading a content team, training or events function within a complex organisation.
• Experience leading teams delivering video content across platforms such as YouTube and other digital channels, optimised for audience engagement and impact.
• Ability to embed content strategy, standards and best practice to drive consistency, quality and impact at scale.
• Strong commercial and analytical capability, using insight and performance data to inform decisions and prioritisation.

Benefits

• Make a real impact for teachers and learners.
• Grow your leadership in a visible, influential role.
• Shape how content is delivered across AQA.
• Work in a collaborative, ideas driven environment.
• Enjoy flexibility and a healthy work life balance.

Equality, Diversity and Inclusion Statement

At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone-regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background-is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.