Marketing Manager – Customer Growth & Retention (12-months FTC)
London, UK (Hybrid)
Posted 4 weeks ago
Job Summary
Own and optimise customer marketing and journeys across Hospitality (Indies), driving retention, value growth and multi‑product adoption.
- Lead end-to-end customer marketing and journeys across channels to improve engagement and retention.
- Identify and execute upsell and cross-sell opportunities across TV, Broadband and Mobile to increase customer lifetime value.
- Guide quarterly planning and performance analysis with Brand, Insights, Pricing, Data and Ops to optimise results.
Job Description
Responsibilities
- Plan and deliver customer marketing activity across the Hospitality (Indies) customer base to drive retention, value growth and customer engagement, with a focus on simple, relevant and service-led communications.
- Identify and execute upsell opportunities across the existing Business TV product portfolio, promoting relevant connectivity and value-added services that meet customer needs and increase customer lifetime value.
- Drive cross-sell performance of key products such as Broadband and Mobile, increasing multi-product adoption and maximising customer value.
- Own and optimise always-on and triggered customer journeys across Email, SMS, Direct Mail, Customer Care, Social and Paid Media channels to improve engagement, conversion and retention outcomes.
- Partner with Brand, Insights, Pricing, Data and Marketing Operations teams to ensure customer strategy, creative development, data analytics and customer insight are aligned to business objectives and campaign plans.
- Lead quarterly planning, trading reviews and performance analysis, using customer insight, historic performance and forecasting to identify opportunities, mitigate risks and optimise results.
Requirements
- Demonstrable success managing end-to-end commercial marketing activity, from opportunity identification, segmentation and business case development through to campaign execution, optimisation, performance evaluation and measurable commercial outcomes.
- Strong analytical and commercial capability, with experience using customer, campaign and commercial data, propensity modelling and customer value management techniques to identify opportunities, assess market potential and make data-informed decisions.
- Experience creating, interpreting and optimising performance dashboards and KPI reporting, translating complex data, customer insights and campaign performance into clear, actionable recommendations for stakeholders and senior leadership.
- Excellent stakeholder management, communication and influencing skills, with the ability to collaborate across multiple teams, work effectively in fast-paced environments and confidently present recommendations to senior leaders.
- Strong understanding of B2B customer segmentation, CRM, customer journey and lifecycle marketing, with experience using marketing automation, customer data and campaign management platforms across channels including Email, SMS, Direct Mail and Paid Media; experience supporting hospitality, micro-business or SME customer segments is advantageous.
Preferred
- Experience supporting hospitality, micro-business or SME customer segments is advantageous
Benefits
- Free Sky TV or NOW package
- Pension package with up to 9% employer contribution
- Private healthcare with mental health support
- Aviva Digital GP and dental insurance
- Discounts on Sky products, including Sky Mobile, Sky Broadband, Sky Glass and Sky Protect
- Sharesave and Tech schemes
- A range of Sky VIP rewards and experiences
Sky
LUV Infinity Group is an exciting UK based umbrella company for a multitude of brands, ranging from nightclubs, bars to restaurants all over the United KingdomLUV Infinity Group has a firm Impression on the UK Nightlife and hospitality industry with our venues bringing thousands of smiles to customers faces every day since 2009; and we only continue to expand and grow today.We pride ourselves on thinking outside of the box, being innovative within our ideas & providing the best quality product across each and every diverse brand that we have created.Focusing at the heart of our business, our people; we believe a successful business begins with the people who operate it & we continually reinvent the wheel when it comes to what makes us good employers – this is what drives us.
