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Marketing Manager – Re-contracting


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Marketing Manager – Re-contracting

Full time opportunity

About the Gig:

One of the most crucial jobs in Virgin Mobile, this role is all about understanding our customers – and keeping them happy at a vulnerable time in their time with us. Owning the overall strategy for our re-contracting customer management, this high-profile role will manage a x-functional team firstly delivering the strategy and then range of campaigns and activities that target customers at crucial stages (in-life and those at risk of leaving) to deliver exceptional, market-leading customer re-contracting strategies.

You’ll need to possess a combination of strategic acumen, marketing flair and analytical wizardry to manage a complex mix of activities, ensuring maximum returns on each activity by careful use of customer segmentation, targeting and campaign hierarchy. You’ll live and breathe Virgin Mobile customers – and have your finger on the pulse of key metrics such as churn, usage and customer value. You’ll not only know what is happening, you’ll also know why, and be able to deliver rapid reports, analysis and insights to the Senior Management Team, often under pressure and to tight deadlines. You’ll be working cross-functionally with senior managers and directors including the CEO, CMO, CFO and CSD, as well as being a key member of the marketing team.

This is one of the most challenging roles in Marketing, and offers an exceptional opportunity for a talented individual to deliver their vision of world-class customer management with a world class brand such as Virgin.

Key Aspects of the Role:

Key focus will be to retain customers and reduce churn through re-contracting customers…or not…

Leading and developing a x-functional team of talented experts across channel, customer services, loyalty and telesales.

Owning, extending and developing an overall re-contracting strategy encompassing all VMA customer segments to retain and reduce churn

Manage the re-contracting and handset subsidy budgets

Owning the KPIs relating to customer re-contracting, and ensuring they are met or exceeded

Delivering information to the business about customer re-contracting and retention activity and metrics, including daily, weekly and monthly reporting

Chairing the weekly ‘re-contracting meeting’; a high-profile forum attended by SMT members where re-contracting metrics and strategy are discussed and actions agreed

Identify re-contracting opportunities and build business cases accordingly

Work with the customer services loyalty team, channel teams, telesales teams and customer marketing teams to develop, brief and deliver a range of customer facing activities (including direct re-contracting strategy and campaigns) as part of the overall strategy

Work with data agencies to build and manage re-contracting data models

Work with lifecycle managers to ensure the re-contracting activity is prioritised in their overall lifecycle strategies

Work with sales to assist and monitor re-contracting SLAs in retail channels

Work with operational areas to assist with resource planning and training advice for meeting operational needs of re-contracting volumes

Work as a key member of the customer marketing team to identify areas where the re-contracting strategies can also work across other areas of the CRM plan

Own the re-contracting relationship with Brand and our Direct Marketing agencies

Manage the supply of data for campaign activity

Manage marketing and DM agencies effectively to deliver creative and effective campaigns on time and on budget

Major challenges in this role:

· Leading and influencing cross functional teams

· Driving change across multiple areas of the business

· The ability to think outside the square and challenge the norm

Working in a dynamic fast moving business environment

About You:

Qualities and qualifications

Marketing experience, ideally in a telco environment

Experience creating and delivering customer lifecycle strategies, including customer segmentation and communication mix

Experience managing x-functional teams

Experience in marketing analytics and reporting

Excellent verbal and written communication skills, and experience in presenting at CEO / board level

Experience in managing outsourced suppliers, telemarketing agencies, creative agencies

Proven record in managing retention or direct marketing budgets

A full understanding of the data processing requirements needed for a CRM role

Operational knowledge of CRM systems such as Unica / Affinium a distinct advantage

Demonstrated results orientation and the ability to consistently meet targets

Good time management and organisational skills

Flexible, responsive and can handle pressure

Good negotiation skills

Preferably degree qualified in marketing discipline

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