Senior CRM/Customer Lifecycle Manager
London, GB
1m ago

Senior CRM / Customer Lifecycle Manager

Location : The Speechmark, London (Full-time remote working during COVID-19)

Salary : Competitive

Hours : 37.5 hours (Monday-Friday)

Safety Notice : To ensure candidate and employee safety, we are continuing with our virtual hiring and onboarding processes until further notice.

Be a part of Vodafone UK Consumer where digital is at the forefront of everything we do. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions.

What will you be doing?

As the Senior Customer Strategy Manager (the internal role title) you will be determining the overall customer experience strategy delivered to consumers through the AOM (Always On Marketing) programme, and how it works across customer journeys. You will do this by :

  • Taking overall leadership of the Customer CoE and accountable for its overall performance
  • Taking accountability for the Intent Strategy, Arbitration Formula and Contact Strategy within Pega with key collaboration / approval from Product Owners and commercial managers
  • Developing and evolving the Arbitration functionality in line with VFUKs strategic direction and delivery roadmap
  • Designing a high level customer journey orchestration
  • Monitoring and reporting on AOM effectiveness in delivery to customer and business needs
  • Who are we looking for?

  • Pega Knowledge / experience desirable
  • Detailed understanding of Vodafone or other Telco product sets and CVM campaign strategies for both Post-paid, Prepaid and Broadband customer bases
  • Extensive experience with customer contact strategy development
  • Understanding of campaign delivery processes in direct and digital channels
  • Understanding of how analytics, decisioning and delivery platforms can work together to deliver leading edge customer experiences
  • Strong leader, able to influence senior leaders and lead teams
  • Team management experience as this role will manage a small team
  • What’s in it for you?

    An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects.

    We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.

    Together we can

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