Plusnet is a Yorkshire based ISP with a unique brand identity. It’s a fast paced environment yet our offices have a distinctly friendly and informal feel to them -
we know that you can do great business without the suits. We believe in making a difference, team work and putting the customer first in everything that we do.
It’s an approach that’s allowed us to keep delivering award winning products and services for nearly 21 years!
Whatever your career ambitions, Plusnet is committed to giving you the skills and support that you need in order to achieve your goals;
whether it’s training and development or just a breather over a game of table tennis or pool!
Of course there’s lots of other reasons to work at Plusnet; we’ll support you through a wide range of Plusnetter perks including free staff broadband & phone packages, pension, bonus & shares scheme and numerous discounts on items such as cinema tickets, mobile tariffs, city parking, gym memberships and much more!
So, if you’re looking to think creatively, challenge yourself and make the decisions that matter - we’d love to hear from you!
About the job
This is an exciting opportunity to join our growing Commercial & Marketing team on a 9 month fixed term contract, working right at the heart of Plusnet.
As Customer Marketing Manager you will be responsible for leading on the loyalty and engagement strategy for Plusnet Mobile, Residential Broadband and Business to increase tenure, value and advocacy from the customer base, developing the strategy and implementing an engagement programme optimising and building on existing customer engagement initiatives.
You will build a measurement strategy for engagement working closely with the Customer Insights, Brand and Commercial teams, ensuring the leadership team’s support and key stakeholder buy in, linking to strategic overlay cases and programmes where appropriate.
The ideal candidate will have strong stakeholder management skills, strategic planning experience, good project management skills, commercial acumen and significant marketing & comms experience, preferably with knowledge of implementing CRM / retention / loyalty programmes.
As Customer Marketing Manager you will...
Lead on the loyalty and engagement strategy for Plusnet Mobile, Residential Broadband and Business to increase tenure, value and advocacy from the customer base
Develop the strategy and implement an engagement programme, including contact strategy looking at new channels for Plusnet customer comms including social media and digital re-targeting
Analyse the current performance of the Referrals scheme, make recommendations on how to expand the current referrals programme
Run a test & learn plan to understand customer behaviour
Work with the Research team to implement customer research where relevant, including ensuring use of the Customer Panel when established
Optimise and build on existing customer engagement initiatives, including the newsletter programme and Business Bulletin
Build a measurement strategy for engagement working closely with the Customer Insights, Brand and Commercial teams. Ensure benchmarking against other LoBs
Ensure PLT support and key stakeholder buy in, supported by relevant business cases, linking to strategic overlay cases and programmes where appropriate
Management of the Plusnet Mobile in-life base including retention, re-grade and upgrade campaigns to increase tenure and value of the base, working closely with the rest of the Customer Marketing, Commercial and other relevant team
Deliver effective customer lifecycle communications in order to maximise activation, reduce churn and increase brand loyalty and satisfaction
Take ownership of in-life comms including KCIs, welcome and home move journeys
Key stakeholder in the development and messaging within the customer logged in areas
Manage and implement the annual portfolio refresh comms to the customer base, informing the strategy, messaging and churn mitigation retention and upgrade offers, working closely with other teams and stakeholders
Deliver project customer comms and service notifications where relevant, minimising the impact to the customer and to Plusnet
Management of engagement budget
Management of BTL and Outbound agency to deliver excellent results and ROI
To be able to succeed in this role, you must have the following skills & experience
Highly motivated with professional drive, and examples of passion for technology, brands and customer experience
Marketing experience in a fast paced environment with broad knowledge of the whole marketing mix, with specific experience in customer communications, loyalty & CRM
Ability to lead on developing strategies and gaining senior stakeholder buy in
Ability to generate new ideas, quantify potential benefits and influence others to deliver
Excellent verbal and written skills, with the ability to develop and sustain close working relationships cross functionally
Action orientated and results driven
Proven experience of management marketing agencies / external suppliers to deliver effective communication and marketing campaigns
Influencing and strong communication skills
Project management, commercial and analytical skills
Proficiency in Microsoft Office- Word, Excel, Outlook and PowerPoint