Not all mobile companies are created equal, and not all are large corporate beasts… some, like the one we're hiring for here, are entrepreneurial operations which are still relatively new to the market.
Now whilst that might strike fear in the heart of some, you should rest easy in the knowledge this opportunity doesn't come with the risk of a typical start-up as they're part of a much larger corporate beast. This, their mobile offering has been growing rapidly, already exceeding a million customers and growing fast!
But because of their lifestage, customer churn is something new to them. Customers are only just coming out of contracted periods and so this now needs to be drilled into. Designing and implementing more robust customer management at key life stages, with a priority to focus on end of contract initially, and how to handle that to achieve best commercial and customer outcomes. Notably looking for opportunities to recontract customers by delivering cross and upsell campaigns and impact positively on reducing churn metrics.
There's a lot to be done and lots of impact you can have here. Since the business is still so early in their journey, their CRM programme is at an early phase of development. They've just started talking to customers around CRM. Lots of test and learn has taken place and are now in the process of implementing tactical and strategic plans from this.
You will be working with a lot of data, notably translating findings about key risk customer groups into action plans. Those plans being insight led, highly targeted multi-channel campaigns.
You will be supported in the creation and execution of these campaigns by some of the best BTL agencies in the country. With you overseeing everything from brief creation, critiquing and reviewing creative, copy production, through to sign off and execution.
Campaign channels will principally be aligned to direct mail,