Senior Customer Marketing Manager

at  Community Fibre

Hi there! Thanks for stopping by our job ad.

We’re London’s largest and fastest 100% full fibre broadband provider, bringing better internet to Londoners since 2013. Unlike most providers, we build, own and operate our dedicated fibre optic network and install it directly into the home, meaning we can deliver a super-fast connection at prices the national providers find hard to beat. We’re a relatively new company to the market, but since establishment:

• We’re the only broadband provider on the market offering residential speeds up to 3,000 Mbps.
• Our network covers over 1.3 million properties in London, which is more than one third of homes in the UK’s capital city.
• We have over 800,000 properties under wayleave agreement and are currently working in partnership with more than 200 of London’s biggest landlords.
• We have freely connected over 600 community spaces in 24 boroughs, giving more Londoners free access to fast, reliable broadband.

We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business.

THE EXPERIENCE WE’RE LOOKING FOR YOU TO BRING:

• Excellent spoken and written English.
• BA/BS or equivalent experience.
• A minimum of 5 years in a dedicated CRM role; Experience of data acquisition and managing CRM tools/programmes (i.e. in a commercial environment - including push and sms notifications.
• Proficient in MS Word, Excel and PowerPoint with solid experience in advanced Excel features such as pivot tables.
• Experience with Mailchimp is essential, HTML and CSS coding knowledge, email design capabilities and segmentation/reporting knowledge is preferred
• Experience within the telecommunications industry is beneficial
• Demonstrated experience in creative and copywriting, campaign management, and exposure to ESPs and campaign platforms
• Commercially focused and familiar with analytics tools such as Google Analytics
• Self-motivated, highly organized with excellent attention to detail. Strong analytical skills; utilizing and interpreting data and analytics to quantify and improve marketing results.
• Ability to manage multiple simultaneous projects with tight deadlines. Demonstrable experience in a high-growth fast-paced environment.
• Good understanding of the key performance indicators around Email and Push
• Understanding of current UK data protection legislation and regulations

JOB PURPOSE:

The Senior CRM Marketing Manager is responsible for developing and implementing the Customer Communications Strategy to drive engagement & brand advocacy, APRU growth, retention and regulatory commitments.

WHAT YOU’LL BE DOING:

• Be responsible to develop and execute the annual customer communications plan to deliver customer KPI metrics to meet Business targets for NPS, ARPU growth and churn.
• Ensure that we are maximising our contactable base by reviewing and improving opt in/opt out journeys.
• Responsible for growth of RAF programme by increasing customers with a link and increasing the number of referrals from each customer.
• Work closely with Commercial to identify cohorts of customers with APRU growth potential and/or churn risk and create comms strategy to upsell and/or recontract customers
• Keep up to date with the OFCOM regulatory guidelines and ensure that the frameworks are in place and fully adhered to with particular focus on EOC, OOC and One-touch switching (when introduced.)
• Work closely with CRM manager on comms delivery channels and ensure these are maximised to deliver commercial targets include Email, SMS, My Account and 1-click.
• Identify journey’s where comms can be automated and set up automated trigger campaigns to improve customer experience.
• Responsible for content of system driven communications including on-boarding, re-contracting, upsell/downgrade and disconnection.
• Deliver and execute best in class CRM marketing campaigns that drive specific and measurable business objectives to improve engagement with and the value of the brand.
• Brief, build, QA and manage all emails, texts and push notifications. Create fresh, engaging and effective email creative for each new campaign and / or ad-hoc campaigns.
• Track the weekly performance of emails KPIs against the weekly and monthly targets, and communicate performance to internal stakeholders. Contribute to post-launch campaign reports providing success metrics, test comparisons, deliverability insight and recommendations.
• Support Customer Service to ensure that they are aware of all campaigns and delivery of campaigns is managed to ensure any in-coming calls are minimised. Create campaigns to prevent in-bound activity using Lifemoat to proactively provide solutions to customers with known issues/improvements.