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Campaign Manager

3 months ago

Blantyre, United Kingdom ScottishPower Full time

Campaign Manager - Smart Programme

Location at ScottishPower sites in Blantyre or Wrexham
Salary from £43,080 with up to 10% bonus

Closing Date: 8th August 2024

Purpose

Providing an essential contribution to the successful delivery of ScottishPower's smart meter roll out, you will ensure the generation of sufficient customer appointments for smart meter installations on a daily/weekly/annual basis from our proactive communication channels to meet our Demand Plan and ultimately help achieve our annual regulatory smart meter installation targets. 

You will be responsible for directing the marketing and customer communications strategy pre, during and post install, including all proactive multi-channel customer campaigns and literature to support the end-to-end customer experience in conjunction with our Marketing team.

Responsible for executing and directing the targeting of marketing campaigns tailored by channel, customer type and meter type as appropriate, you will maximise customer conversion and ultimately generating an agreed level of smart meter appointments.

Responsibilities

Working with our Demand Team, Installer Partners and Marketing Team on a daily basis to target customers for campaign contact aligned to engineer capacity, the overall Demand Plan and our Ofgem targets, you will be critical to our success in effectively monitoring and managing channel and individual campaign performances, always testing, learning and seeking continuous improvements to our conversion rates.

Developing tailored customer communications at the point of customer refusal of smart across all channels, ensuring they are effective in keeping the customer warm and preventing customer cancellations or aborts, you will provide smart communications support to all other channels who generate smart appointments, managing the smart content of the website and handling any media enquiries or complaints relating to smart communications.

Overseeing daily customer campaign selection, in line with agreed strategic priorities for campaigns to meet the Demand Plan and our regulatory requirements, you will work with the outsourced partner manager to ensure there is a co-ordinated approach to customer selection for campaigns across all channels, in line with the customer contact strategy.

Assisting the Customer Engagement Manager in supporting the Demand Team forecasting by predicting demand from all proactive channels, you will continually evolve our proactive campaign messaging by channel/meter/customer type (credit/prepayment, dual fuel/solus, domestic/non-domestic/vulnerable customer/variant and complex meter types), taking into account historical contact, previous cancellations and aborts to maximise conversion rates and ultimately smart meter appointment and installation success.

Ensuring accurate performance measurement and reporting for proactive customer contact attempts by channel/campaign/message, smart appointment generation (forward view of appointment pipeline/attribution by channel/conversion rates), unsuccessful contact attempts (no response/active refusals, no slots/register your interest etc) and keeping warm performance (where appointment went ahead/reschedules/cancellations/aborts), you will support other channels and all transactional communications through owning the content/messaging of all smart related communication requirements through these channels, supporting any specific campaign requirements.  You will also be required to manage Smart related web page content on www.scottishpower.co.uk 

Project managing any industry pilots/projects relating to smart customer engagement as directed by the Customer Engagement Manager, you will monitor customer feedback on smart messaging content/approach for all smart related communications, improving content/approach as necessary to improve our customer experience.

Managing campaign eligibility to ensure maximisation of customers available for campaigns by unlocking ineligible customer groups and tailoring messages as necessary, you will monitor and managing compliance with GDPR/PECR rules in relation to smart customer communications across all channels and manage any ICO complaints in relation to smart meter customer communications.  

What you'll bring

Educated to degree level or equivalent professional qualification in a Marketing/Data related field or possessing significant relevant experience, you will hold extensive experience and expertise from a business environment, preferably within the energy or utilities. 

With an impressive track record of project management and operational delivery within a demanding environment, you will be capable of achieving excellent results.

Able to programme and control large meetings efficiently to achieve stated aims, you'll think clearly and logically to communicate complex issues in a concise manner, with significant experience in managing and influencing stakeholders.  Being decisive, planned and organised, you'll quickly form effective working relationships at all levels and be able to manage, motivate and advise project teams.

Displaying a strong understanding of financial, commercial and business techniques and practices, with the ability to manage multi-million-pound budgets and plan, design and execute projects in a multi-disciplined environment, whilst balancing often conflicting priorities to achieve objectives, you will be experienced in marketing and managing campaign performance, generating clear, actionable insights for strategic and operational decision making with an ability to clearly articulate opportunities, problems, risks and outcomes.

What's in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%. 

At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that -  so that you have everything you need to take care of your world - today and tomorrow. That's why our benefits include:

  • 36 days annual leave

  • Holiday purchase - perfect your work/life balance with extra annual leave

  • Share Incentive Plan and Sharesave Scheme

  • Payroll giving and charity matched funding

  • Technology Vouchers - save more and spread the cost of your technology purchases

  • Count us in - pledge to reduce carbon emissions and help fight climate change

  • Electric Vehicle Schemes - to help you transition to green/clean driving

  • Cycle to Work scheme and public transport season ticket loans

  • Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments

  • Life Assurance (4x salary)

  • Access to nudge' financial wellbeing support

  • Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we're at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in.

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to careers scottishpower.com .