Responsibilities

• Maximise Customer Lifetime Value by delivering personalised customer communications, intelligent customer journeys and Next Best Action engagement across every stage of the customer lifecycle.
• We are committed to building long-term customer relationships that extend far beyond the initial sale. As customer acquisition costs continue to increase and competition intensifies, maximising Customer Lifetime Value has become one of our most important commercial priorities.
• You will lead the development of our customer lifecycle strategy, creating personalised communications, automated customer journeys and intelligent engagement programmes that strengthen customer relationships, increase loyalty and improve long-term commercial performance.
• Working closely with Customer Services, Commercial Strategy & Propositions, Commercial Insight & Intelligence, Digital and Sales, you will ensure every customer interaction adds value, from onboarding and activation through to retention, re-contracting, advocacy and win-back.
• You will combine customer insight, commercial thinking and marketing automation expertise to develop a best-in-class lifecycle marketing capability that improves customer experience whilst delivering measurable commercial outcomes.
• Develop Customer Lifecycle Engagement Strategy
• Develop and deliver a comprehensive customer lifecycle marketing strategy that supports our commercial objectives and customer experience ambitions.
• Design customer journeys that create meaningful engagement across every stage of the customer relationship, ensuring communications are timely, relevant and personalised.
• Work alongside Commercial Insight & Intelligence to develop increasingly personalised customer journeys that respond intelligently to customer behaviour, preferences and lifecycle stage. Leverage insight, segmentation and predictive analytics to deliver the right message, through the right channel, at the right time.
• Own Customer Communications

Requirements

• Significant experience in CRM, lifecycle marketing, customer engagement or marketing automation within telecommunications, subscription businesses, utilities, retail or other customer-focused organisations.
• A strong understanding of customer journey design, marketing automation, customer segmentation and customer communications, together with experience using CRM platforms and campaign management tools.
• You will combine customer empathy with commercial thinking, using data and insight to create highly personalised customer experiences that improve both customer satisfaction and business performance.
• Experience of working with customer analytics, behavioural segmentation, propensity modelling, marketing automation platforms and AI-driven customer engagement tools would be highly advantageous.

Preferred

• Experience of working with customer analytics, behavioural segmentation, propensity modelling, marketing automation platforms and AI-driven customer engagement tools would be highly advantageous.

Benefits

• Generous employer pension; up to 8% matched contribution
• Income protection & life assurance
• 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
• Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
• Unlimited access to online training and development content via our Learning Management System
• Long service benefits and monthly employee recognition
• Enhanced maternity and paternity provisions
• Flexible working environment
• Health & Wellbeing initiatives and company funded social events