We're recruiting on behalf of a consumer mobile company who are looking to hire a Senior CRM Customer Marketing Manager into their base management team. But this isn't a typical 'churning out volumes of CRM campaigns to drive cross and upsell', instead, this role is covering the full customer lifecycle. Yes X and Upsell play their part, but so does NPS scores and customer engagement, as your communications programme will cover all channels and look for opportunities to really delight customers, and through those moments, also grow customer value too - whether that be through lifetime value increments, tenure, etc.
As the Senior Manager, you will be taking lead on large and complex programmes of work which will also require engagement and the support of a broad range of stakeholders from across other teams too. This will mean you leading those conversations and establishing buy-in from often more senior management to getting behind your ideas and strategies, making things happen and achieving commercial results.
The aim is to drive down a customer's propensity to churn by identifying threats and planning effectively to mitigate them; knowing the customer lifecycle and key moments of truth, working with these to develop and execute a customer communications strategy which builds engagement, defends against competitor activity, leaving the customer feeling a sense of being valued and getting value from the business too.
This will mean the development and execution of highly focused, sophisticated and personalised multi-channel BTL, digital and social media based campaigns.
This is still a relatively new capability to the business, so there's real opportunity to make your mark, identifying new opportunities and growing your remit's parameters too, and within a business with a rapidly growing customer base as well; so the complexity and sophistication of the programme you will be owning still has plenty of scope of development.
The business you will be joining offers multiple services across fixed line, TV and mobile services including a range of tariffs too. They have a massive customer base and employ a robust test and learn programme in order to enhance understanding of optimal contact strategy, message, offer design and channel mix.
The existing channel mix for Customer Marketing includes direct mail,