Customer Engagement Campaign Coordinator

3 weeks ago

Reading, Reading, United Kingdom Three Full time

Company Overview

The Customer Value Management (CVM) division at Three is an innovative and expanding team. Three is embarking on a significant transformation initiative that will provide access to advanced customization and decision-making tools, positioning the CVM team to execute highly tailored campaigns throughout all stages of the customer journey. This position is for a CVM Campaign Coordinator to join the Operational Communications group. The Ops Comms group is tasked with the effective management and execution of numerous commercially and legally vital campaigns and projects. You will play a crucial role in facilitating the successful rollout of some of Three's most essential campaigns.

On a daily basis, you will collaborate with cross-functional teams across the organization (including Go To Market, Marketing, Contact Centre, CVM, and Legal teams) on a diverse array of operational and regulatory campaigns and initiatives. You will assist in coordinating the delivery efforts and participate in planning sessions, GTM forums, incident discussions, and more.

You will aid in defining and briefing the technical components of campaigns that involve complex delivery elements and automation needs. Some campaigns may require reactive work and quick responses to unplanned activities, in addition to the scheduled program of work. You will be responsible for collecting and documenting all necessary campaign approvals across various channels prior to deployment. Additionally, you will support the management of ongoing programs such as regulatory welcome initiatives.

This is an excellent opportunity for someone eager to begin or enhance their skills within a CVM team. You will have the chance to develop a comprehensive campaign management skill set, including a solid understanding of the regulatory aspects of customer campaigns, such as GDPR, ASA, and marketing permissions.

Role Responsibilities

Brief, coordinate, and engage with cross-functional teams to facilitate the delivery of CVM programs and activities. Document processes to ensure compliance with various regulatory requirements related to customer campaigns. Prepare, brief, and assist with budget and purchase order management for external partners, including email agencies and printers. Adhere to best practice processes for governance, including peer reviews, proofing, and link testing. With appropriate training, create and monitor trackable links and input results into campaign documentation to maintain up-to-date records. Support the implementation of accurate data segmentation logic as defined by the manager. Ensure compliance with all regulatory body rules for direct communications. Produce necessary campaign documentation, including campaign summaries, timing, communication, and testing plans. Continuously identify and drive enhancements in programs and their execution for optimal performance.

Required Qualifications

Experience in supporting the execution of direct customer campaigns. Familiarity with the technical delivery of automated and personalized customer communications. Background in Customer Relationship Management or Customer Vendor Management within B2C organizations and/or agency environments. Experience in regulatory and/or telecommunications campaign management is not mandatory, but an interest in these areas is essential.

Additional Information

What We Offer...

Competitive annual salary, performance-based annual bonus, and an additional 'flexible allowance' for extra benefits, pension contributions, or salary enhancement. Salary range for this role starts at £37,200, with variations based on job and experience. Hybrid working model allowing flexibility between home and office. 28 days of annual leave plus 8 bank holidays and 3 personal days, increasing with tenure. Private Medical Insurance, Life Assurance, and Income Protection. Complimentary mobile phone package and unlimited SIM card. Free on-site car parking, including electric vehicle options.

.... Plus many more benefits related to wellbeing and professional development.

Our workforce is our greatest asset. We pride ourselves on being a diverse and inclusive organization, ensuring that everyone feels a sense of belonging. We value each individual for their unique contributions and support one another in delivering exceptional service to our customers.

If you feel you possess valuable attributes and skills that would make you a great fit for this role, we encourage you to consider applying. We are dedicated to promoting equality in employment and fostering a diverse workforce. We welcome individuals of all backgrounds, including race, gender identity, sexual orientation, age, religion, disability, marital status, family status, or civil status.

We are a Disability Confident Committed Employer. If you require any reasonable adjustments, please inform us during the application process so we can assist you throughout the interview journey.

At Three, we maintain a hybrid working arrangement as standard for office-based employees, allowing for a blend of in-office and remote work.

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