CRM Specialist x 2

Job Description

About the role

(Travel required to our London Paddington office, minimum once per week)

Support the Product Owner in driving customer engagement and growth through a data-driven, personalised communication approach, ensuring alignment, optimisation and innovation across all customer touchpoints to drive overall business growth and hit Tier 1 VMO2 KPIs

Key Responsibilities & Accountabilities

• Strategy implementation: Support the Product Owners in the development of our data-driven comm's engagement strategy - you’ll achieve this by sending customer-centric communications driven by data with a strong focus on relevance recognising user needs and expectations, and those of the business. Implement multi-channel campaign strategy
• Optimisation: Work closely with your Comm's Product Owner in a matrix team and as part of an agile squad, to plan, define and optimise the campaigns ensuring that they are customer-centric and delivering business value. Ensure the end-to-end journey is optimised to deliver the desired goal against a clear set of objectives and key results and meaningful metrics. Optimise communications in our centralised comm's platform, Braze, ensuring they can be measured, tested, improved and scaled
• Comm's management: Lead and handle the day-to-day delivery of comm's and longer-term programme improvements
• Innovation: Develop and implement new innovative projects and campaigns against marketing briefs, to help drive incremental value against our critical metrics
• Collaboration: Collaborate and plan with cross-functional teams across Commercial, Digital, Operations to ensure alignment and consistency in customer experience and interactions
• Performance: Apply a data-driven approach, monitoring performance and reporting across campaigns, customers and promotions against our KPIs. Drive experimentation and value measurement, look for opportunities to measure value of the campaign strategy in impacting adoption, attention, and ultimately Customer Lifetime Value
• Implementation: Leverage Braze and intelligently use data to deliver highly personalised experiences, automating the process along the way and building up opportunities for machine learning
• Quality: Ensure quality control of all information released
• Migration: Support ongoing communications migration roadmap, including running the discovery migration, and briefing capabilities requirements to enable the completion of the migration

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

The must haves

In order to be considered, you must have the following experience;

• Prior experience working in a CRM centric environment
• Experience of working within Braze or similar advanced ESP system
• Excellent understanding of analytics and using data to help shape business and campaign decisions
• Flexible and comfortable working in a change-oriented, fast-paced environment
• Exceptional team member leadership skills, able to build strong cross functional relationships

The other stuff we are looking for

We'd also love you to bring;

- results focussed mentality

- Proven experience of being CRM/Agile/comms focussed.

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include communication from the recruitment team.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.

LI - SL1