Senior Customer Marketing Manager - Customer Protection & Retention

London - West

Location: Hammersmith

Consumer

Senior Customer Marketing Manager- Customer protection & Retention

Hammersmith - W68BS

Salary - £55k -£65k +15% bonus & Benefits.

This is a great time for you to Join Virgin Media as a Senior Customer Marketing Manager in our Customer protection and Retention team where you will lead the team who are solely responsible for the development of the plans and work streams to deliver a customer base that is less susceptible to downspin through products and churn from the brand.

Using readily available and future customer insight, measurement, customer rewards and excellent customer communications you and the team will develop a series of programmes to reduce the churn and downspin of customers.

The plans will touch on but not be limited to:

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A planned, customer centric retention strategy
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A strategy and plan of proving value to our customers to reduce churn
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A strategy and plan to prove value of each tier of product to reduce churn
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The strategy to make the best use of the Virgin RED programme and influence the roadmap of how it develops.
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To understand, test and roll out the Virgin Media generosity strategy including running the commercial model behind it with the commercial team
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A lapsed plan to recover customers from leaving Virgin Media.

Potential work strands to deliver the retention plan

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Generosity work stream
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Virgin RED and leading the work with the Virgin Group
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Targeting and deployment of 5m things
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Lapsed and retention work, including the work with commercial to develop a plan for customers coming off a TLD
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Downspin blocking
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Value statements strategy
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Value Campaigns to prove the Value of VM products to customers at the right time
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Service messages to recover from technical issues that impact customers
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Downspin rates
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Churn rate
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NPS of customers within this cycle.

Required Key Skills

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You will have experience of being able to run multiple projects across a number of different stakeholders
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You will be a strong team leader who knows how to get the best out of a high performing team.
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You will have a keen understanding of data driven customer insight and how it impacts on communications
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You will have a strong understanding of customer lifecycle and previous experience of managing one
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Ability to convert brand principles into communications

Required Qualifications and experience

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You will have significant experience within a customer marketing function within Telco or the entertainment industry
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A strong understanding of customer segmentation, targeting and how to work with large data sets
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A good understanding of the marketing channels used in customer marketing

"We are proud to work with Everywoman to champion the advancement of women in business, and through our partnership with Scope to help one million disabled people get into and stay in work by the end of 2020. We strive to build a diverse and sustainable workforce where gender balance and parity are integral features of our workplace, and where disabled candidates and employees can confidently perform to their full potential through our Work with Me adjustment process. If you are thinking about applying for a job with us and have a condition or impairment that could impact your performance we’ll be happy to work with you to explore adjustment options."

Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you. We’re a great place to work - and we offer impressive benefits too. Get ready for a generous holiday allowance, contributory pension, performance related bonus and, of course, discounts on our fantastic mobile, superfast broadband and TV"

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