CRM Planning Manager
BT Group
London, United Kingdom
1d ago

purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities.

We need you to help us do this.

Why this role matters

In this role, you will be responsible for orchestrating the CRM outbound customer contact plan across all outbound channels (EM / SMS / MMS / OBC / RCS) for CRM Managers to execute.

You’ll need to create strong working relationships across the business but in particular close alignment with Household Enrichment and Marcoms teams on plan requirements and objectives.

The plan you create will need to be customer focussed and focus on channel optimisation. This includes identifying and recommending solutions for demand vs.

cost, resource constraints and optimal contact strategy rules. You will need to ensure the committed plan is delivered to time, quality and cost.

What you'll be doing

Help to create and embed governance and strategy for the use of new channels particularly RCS, Apple Business Chat and App Push.

These channels will require a clear strategy, vision and ongoing governance for how they are used.

Align with Marketing team to make plan recommendations

Accountable for defining and delivering brilliant CRM multi-touchpoint communications for either the EE or BT brand

Responsible for designing robust test and learn frameworks are embedded into the overall campaign plan and design

Responsible for maximising the use of our CRM touchpoint capability within the design and experience of all CRM communications

Responsible for coordinating campaign data requirements with all relevant teams

Responsible for working across the Digital team to ensure plans are aligned

Be the co-ordination point and single point of contact for the CRM campaign plan

Manage and develop workflow tools for the team and maintain records of team output

Work with CRM Managers to develop campaigns in quarter and ensure optimised delivery calendar of work

Be the co-rodination point for cross functional communication, working with planners in Digital, CS, Brand, Marketing Household Enrichment, Marketing Roadmap and Transformation teams

Track and maintain an auditable log of change requests, decisions and escalations

Review and report on campaign status to key stakeholder audience

Produce monthly contact plan reporting to highlight any impacts to contact strategy supported with recommendations to drive optimisation of conversion.

Review and implement new channels and technologies into campaigns, supporting CRM managers and developing strategy

Manage emergency communications procress and represent CRM on BCP discussion groups

Facilitate weekly and quarterly planning processes, working with HHE and MarComms to create plan. Work with Digital touchpoints to then resource and execute the plan

Make recommendations for process improvements

We'll also need to see these on your CV

Proven experience in a planning role / project management / campaign management / analytics experience

Excellent understanding of the customer lifecycle

Track record of excellent stakeholder management skills

Why choose us?

Consumer is the largest telco in the industry. With over 20k employees and 34 million customers, we generate over £10bn in revenue.

This offers enormous opportunities for our people and to be No. 1 in the market. Our Consumer Unit exists as three household brands -

BT, EE & Plusnet from which collectively we generate more revenue than any other part of BT. Our brilliant brands are all beautiful individually.

Each has unique attributes that cater to very different segments of the market. This makes our goal possible; to create a connection in every home in the UK by 2025.

Digital superheroes

There’s never been a more exciting time to join the Consumer Digital Team. We’re investing hundreds of millions of pounds into digital and transforming the way we work to create, not just the best digital experience in the telco market, but something that customers talk about as the best in the UK.

We believe in empowering our digital superheroes to work autonomously as teams, and to rapidly learn and develop the best routes and techniques to creating customer value.

We’re founded on the core idea that we continuously build, measure, and learn’ which allows us to deliver on our purpose : to drive digital thinking and expertise so that together we can create the best experiences that enhance our customers’ lives.

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed.

That’s why we welcome applications from all parts of the community.

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