Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? If so, read on, as we’re looking for a Senior Customer Experience + Lifecycle Marketing Manager to join our Marketing Team team on a 12 Month Maternity cover contract!
Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, we’re bringing freedom to anyone with a parcel.
At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply-chain. We’re a passionate bunch with high ambition – we collaborate, innovate, support each other, and leave egos at the door.

WHAT WE NEED FROM YOU:

We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today’s stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.

Customer Experience

• Key Stakeholder in Consumer Roadmap, discovery workshops, and ongoing projects for anything that touches the end consumer
• Business Owner of Service Notifications; email, SMS, push. Working closely with SEH team to implement changes, validate deployments and monitor performance.
• Key Stakeholder in App, Web, APM, and Tracking product meetings
• Manage & continuously improve all consumer touchpoints; notifications / APM screens / app
• Ownership and documentation of end-to-end consumer journeys
• Accessibility of touchpoints and locations
• Supporting Customer Care with new products launches
• ESG Steering Committee membe

ABOUT THE ROLE:

We are looking for an experienced customer experience manager, with additional expertise in building consumer lifecycle/ base marketing capabilities to drive engagement.

WHAT YOU’LL BE DOING:

Lifecycle Marketing

• Lead on consumer lifecycle communication strategy
• Lead on influencing user behaviour through consumer communications
• Working closely with Data Science team to develop reporting that enables effective consumer communications
• Developing campaigns to support business initiatives, e.g. reduction of consumer dwell time
• Reporting on effectiveness of campaigns, continuously evolving and improving

Customer Experience

• Key Stakeholder in Consumer Roadmap, discovery workshops, and ongoing projects for anything that touches the end consumer
• Business Owner of Service Notifications; email, SMS, push. Working closely with SEH team to implement changes, validate deployments and monitor performance.
• Key Stakeholder in App, Web, APM, and Tracking product meetings
• Manage & continuously improve all consumer touchpoints; notifications / APM screens / app
• Ownership and documentation of end-to-end consumer journeys
• Accessibility of touchpoints and locations
• Supporting Customer Care with new products launches
• ESG Steering Committee member

Voice of Customer

• Deep diving Trustpilot, App Review and Contact Reason data to identify issues in the Customer Journey
• Reporting back to stakeholders on Voice of Customer feedback relating to their areas
• Working with tech and product teams to make changes based on VOC findings
• Reviewing App Store reviews and reporting issues to Tech Teams
• Managing the responses to App Store Reviews
• Managing / monitoring AI tool responding to Trustpilot Reviews

Customer Insight

• Bi-annual Awareness and NPS survey;
• Working with Kantar to sign off scope, questionnaire & reporting
• Cascade of results internally
• Following up on results and driving initiatives to improve scores
• Ad-hoc brand awareness pulse checks
• Ad-hoc research projects with Kantar (Consumer / Merchant)
• Supporting wider business with ad-hoc insight requests

Social Media Community Management

• Day to day management of agency; updating team on issues, giving direction for responses
• MBR; monthly review of performance, trends and sentiment reporting
• Updating training material with all business changes

HYBRID WORKING (ROLE SUITABILITY DEPENDENT)

We innovate, collaborate and optimise by coming together 3 days per week in the office