Customer Communication Specialist - Campaign Management

CVM & Comms Consultant SME (4-6 month contract) Campaign Management - Mobile Telecoms

Responsibilities

• Optimise customer lifetime value to deliver maximum revenue and reduce churn through CRM
• Define contact strategies with lines of business/trading teams so customer comms and contact centres can deliver effective, targeted and timely communications across the customer lifecycle
• Define the strategy and scope for comms activity, working hand in hand with internal comms teams, data management and deployment agencies who you will work with to execute and deliver campaigns.
• Deliver a 1:1 customer contact strategy and base campaigns that deliver revenue, brand
  experience and reduce churn
• Contribute to annual revenue opportunities from customer lifecycle
  management and optimise as needed
• Exploit and optimise CRM capabilities (Adobe Campaign in Transformation) to drive customer growth, customer engagement and lifetime value
• Lead analysis and measurement of campaign performance to deliver a full ROI model and
  demonstrate CRM revenue opportunities
• Transform customer experiences through CRM to achieve Best Loved Brand.

Accountable for

• Customer lifecycle management & contact strategy for SME
• Annual revenue targets
• Maximising CRM capabilities and tools
• Analysing and optimising campaign performance

Skills & Experience

• customer relationship management and loyalty experience in SME
• Experience in managing and delivering campaigns
• Development of lifecycle management and 1:1 contact strategy
• Analytics, measurement, evaluation & optimisation of campaigns in multi channel environment
• Understanding of CRM tools and capability. Adobe Campaign preferred but not essential.
• Telecoms or FMCG background preferred

Project People is acting as an Employment Business in relation to this vacancy.