Marketing Communications Lead - CVM - B2B

Customer Marketing Communications Consultant SME (6 month contract) - Mobile Telecoms - Berkshire

Exciting opportunity to join a new function within a leading mobile operator and be involved in customer marketing for smaller businesses

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 lifecycle
• Define the strategy and scope for customer communications, working hand in hand with customer comms team (who will execute and deliver campaigns)
• Deliver a 1:1 customer contact strategy and base campaigns that deliver revenue, brand experience and reduce churn
• Define, forecast and optimise annual revenue opportunities from customer lifecycle management
• 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
• B2B background ideally within mobile telecoms
• 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, ideally Adobe
• Knowledge of B2B systems - Salesforce

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