Customer Value Management
7 months ago
We have an exciting opportunity for a skilled Customer Value Management (CVM) leader to join a high profile utility organisation. This is a great place to work with a friendly working environment, nice atmosphere and an award winning team. Recent winners of an All-Ireland Marketing Award as well as holders of the Business Working Responsibly Mark and Diversity Mark. This is initially an 18 month contract. This Senior Management role will be responsible for managing a high performing team to deliver customer communications, retention campaigns and CVM targets.
Package Includes:
Excellent starting salary to attract a senior CVM management professional 25 Days holidays per year plus 11 statutory Annual Cost of Living Review Hybrid Working: 2 days working from the office and 3 days working from home. Bonus of up to 10% of your salary Generous pension Employee assistance progamme (Counselling Service) Family friendly policies including full paternity pay and enhanced maternity pay (26 weeks full pay) Wellbeing / L&D calendars Membership of sports and social clubs Subsidised gym membership Car parking Cycle to work scheme options Health Insurance (Family Cover) Opportunity to buy extra holidaysThis role will lead a direct team of 3 in the Customer Value Management (CVM) team and report to the Head of CVM & Retail. Responsible for customer communications, retention campaigns, delivery of CVM targets and KPIs, you will implement key preventative, reactive and proactive retention strategies, ensuring data and insights are at the core of decision making.
Responsibilities of the CVM Lead
Delivery of key CVM KPIs and targets including overall customer numbers, losses, churn rates, average discounts, CLV, campaign performance and engagement stats. Manage, coach and mentor a team responsible for Existing Customer Communications and Customer Retention Campaigns – you will have 3 direct reports. Implement and continuously improve the existing customer communications strategy and ensure our customer rewards platform is driving customer loyalty and engagement. Liaise with Customer Experience (CX) management teams to ensure all customer retention campaigns are resourced appropriately and driving operational success. Work closely with key project teams and CX management to support the successful operational roll-out of regular Churn Models as well as Customer Lifetime Value (CLV), Debt Propensity, Engagement and other key use cases. Work in collaboration with Digital, Product & Projects and Brand teams to maximise opportunities to deliver on targets and improve customer journeys and communications. Work closely with the CX and Customer Relations teams to improve customer journeys and drive customer satisfaction, engagement and loyalty. Collaborate with the Product and CX teams to develop and promote existing and new products and customer solutions. Work with Digital Hub and key project/product teams to support the roll-out of key new initiatives relating to digitalisation across the business. Through close cooperation with the data team, ensure prompt and accurate delivery and implementation of key dashboards, statistical models, campaign analytics, ongoing business insights and that data is utilised and translated into key strategy approaches for the business. Be a non-technical data expert in the Marketing team, supporting the development of data literacy and understanding within the team and identifying training/skills gaps. Run weekly team meetings, produce regular business performance reporting and coordinate monthly marketing and management reports and presentations. Manage the Budget appropriately and in line with company strategy. Ensure that Agency & 3rd party suppliers are managed in line with best practice and company policy and deliver value for money & quality outputs.
Essential criteria
Third level degree or equivalent in Business, Marketing, Management or similar. Demonstrable management experience in a customer retention and/or CVM role. Experience working in the energy, telecoms, or insurance industry. Experience of managing a high performing team who deliver excellent results. Have experience of and understand marketing automation tools, ideally Adobe Campaign or similar.
Desirable criteria
Demonstrable experience working with data and numbers to improve business improvement. Experience working with a Customer Experience (CX) and/or contact centres on campaigns. Comfortable reporting to senior management and experience dealing with 3rd party partners. Results oriented, self-driven and highly motivated.-
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