Marketing Manager

5 days ago

Southampton, United Kingdom L G SELECT LIMITED Full time

Hybrid working, work from home

This role is responsible for leading omni-channel campaign activity focused on delivering an exceptional customer experience with the end-goal of retaining key customers across the portfolio. Part of the role will focus on the delivery and optimisation ofall existing direct to customer marketing communications. The role will also be instrumental in mapping and identifying areas across the customer journey, across all company brands and segments, where enhancements can be made to improve the customer experiencewhich will be reflected in improved satisfaction scores and retention levels.

Working closely with the Customer Management team, the role will take marketing ownership in recommending and implementing improved marketing communications, trigger based campaigns and drive customer loyalty with the customer experience at the centre ofall activity.

KEY ACCOUNTABILITIES
- Become the expert in company customer retention, quickly gaining a deep understanding of the portfolio, fully appreciating the different customer types relative to the market segment and ensure all plans and deliverables reflect that 'not one size fitsall’
- Lead the marketing strategy to optimise existing customer communications, delivering an agreed number of campaigns with clear KPIs in place and reported on
- Devise and manage the marketing retention strategy future roadmap, identifying existing pain-points/areas of high churn and implement improvement plans to optimise the customer experience, customer retention and ultimate business performance
- Work with key stakeholders and functional areas, including the Customer Management team, Business Inteligence team and wider Marketing colleagues to agree and implement key measures relative to customer retention, including Life-Time Value
- Collaborate with the Head of Marketing Automation to identify parts of the customer journey where automation is appropriate - put in place and test new journeys as part of the overall delivery plan
- Align with the Senior Proposition Manager to ensure all customer communications are an accurate reflection of the appropriate brand and that the proposition is articulated clearly and within guidelines
- Working with the Marketing Strategy Manager for acquisition, ensure the up-front acquisition campaign messaging parallel’s the experience as conversion is made to becoming a customer
- Manage external agencies, ensuring briefing is accurate, timely and thorough to continually improve output

**QUALIFICATIONS, SKILLS, KNOWLEDGE & EXPERIENCE**:

- Experience in CRM specific roles, with a customer-centric approach
- Experience of campaign management, from market segmentation through to briefing creative execution, monitoring performance and reporting results
- A strong understanding of CRM and knowledge of marketing automation platforms (Marketo specifically would be an advantage)
- Strong numerical and analytical skills
- Excellent commercial acumen and able to tie campaign activity to sustainable business growth via customer retention
- Articulate with strong verbal and written communication skills
- A keen eye for detail
- Skilled at stakeholder management across all levels of seniority
- Collaborative and flexible approach with the ability to positively influence
- A true team player, able to coach, encourage and learn from a supportive network of peers & colleagues

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