An exciting opportunity has arisen for a Retention Operations Manager (CRM) to join one of Ireland’s top utility brands. This role joins an award-winning team during a phase of significant growth.
Why this role might be for you:
* Join a great team and organisation
* Full benefits list including bonus, pension, 25 days annual leave, fully paid healthcare (family cover), flexible working (2 days in the office, 3 from home), flexitime and lots more.
* Work for an organisation championing corporate social responsibility and putting it at the core of their business
* Excellent growth and development opportunities
The Retention Operations Manager sits within the Customer Value Management (CVM) team in the Group Marketing Department. The CVM team is responsible for managing customer value, the retention strategy to retain our customers, all direct customer communications, and award-winning customer loyalty programs for our brands. This is a 2-year contract.
Key responsibilities and accountabilities
1. Lead weekly and monthly check-in meetings with Sales & Retention team leads.
2. Manage key relationships with internal and external business stakeholders.
3. Monitor retention campaign performance daily, weekly, monthly comparing against KPIs, business plan, and forecasts.
4. Identify and implement corrective actions to improve campaign performance and achieve business plan.
5. Own end to end development and management of new and existing retention campaigns executed by phone, email, SMS, from identifying the opportunity to stakeholder buy-in, systems and technical establishment, reporting, and staff training.
6. Complete reports on a bimonthly/monthly basis.
7. Resolve blockers, conflicts, and issues impacting campaign performance as they occur.
8. Be the expert in retention campaign management and share learnings from previous campaigns.
9. Become an expert in the utilities industry, keeping up to date with competitor activity and aware of regulatory and GDPR requirements.
10. Collaborate with others to prioritize use of shared resources such as IT, data science, and marketing agencies.
11. Support the wider team as required.
Qualifications, Experience, Skills, or Knowledge Required:
1. 2+ years’ experience in a related industry or role.
2. Demonstrable strong people and communication skills.
3. Demonstrable strong organizational skills.
4. Comfortable with Microsoft Excel, PowerPoint, and Microsoft Teams.
5. Proven experience in collaborating with multiple business departments.
6. Experience with work management tools such as Jira.
7. Experience with business intelligence and reporting tools such as QlikView, Power BI.
8. Experience working with customer contact centres.
9. Experience in agent incentive planning.
10. Experience with developing internal briefs for new campaigns, communication, or product launches.
11. Knowledge of GDPR.
12. Knowledge of energy supply industry regulations.
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