The Customer Value Lead helps implement the base growth and retention strategy for their area, ensuring all communications are relevant and build a broad and deep relationship with our customers.
Increasing customer lifetime value as a result of correctly targeted and managed communications and reducing churn through increased customer satisfaction.
Develops campaigns, in line with the base growth and retention strategy, demonstrating a clear lifecycle management approach, including campaign execution touchpoints and triggers with a clear consideration for how they impact customers perceptions;
Manages the scheduling and rules that determine message deployment and takes direct ownership for message performance;
Understands the economics of the product / service / channel and uses this to resolve problems and identify solutions to gain commercial improvements;
Briefs external creative agencies and manages the campaign production process;
Identifies areas of opportunity related to customer experience and operational efficiency and recommends actions to drive performance and improvement;
Ensures all marketing activity reflects our brand strategy and tone of voice and that all communications are legally compliant and drive a positive response (careful management of call to action and message impact is essential);
Uses learnings to make clear recommendations and deliver appropriate change;
Champions best practice throughout the team with focus on customer and brand experience;
May provide informal guidance to junior team members and coordinate the work of others.
Modern Marketing LeadershipData Analytics and InsightsCVM Campaign Development and ManagementAlways on Marketing