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    Customer Retention Marketing Manager - United Kingdom - Connect Fibre

    Connect Fibre
    Connect Fibre United Kingdom

    4 weeks ago

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    Description

    Customer Retention Marketing Manager

    Connect Fibre Working from Home

    Competitive Salary plus Excellent Benefits

    Connect Fibre is a rapidly expanding and exciting new business offering the very latest 'full fibre' to homes and businesses across the nation. With broadband speeds of up to 1000Mbps, new Wi-Fi 6 technology, exceptional customer service, and costing no more than current internet packages, customer growth is expected to be exponential . Our product sells itself

    Role overview

    As Customer Retention Marketing Manager, you'll play a pivotal role in maximising customer satisfaction, retention, and revenue growth. Your focus will be on retaining existing customers, running upgrade / upsell campaigns to increase share of wallet & ARPU, and rewarding valued custom through a clearly defined loyalty programme. You'll collaborate with cross-functional teams, in particular Customer Services, to develop and execute strategies that strengthen customer relationships.

    Key responsibilities:

    Develop and implement a retention programme to reduce customer churn and enhance brand loyalty.

    Create personalised communication strategies to engage and retain customers through below-the-line, direct marketing channels e.g. email, SMS, and the customer dashboard.

    Increase customer value through planning and executing campaigns to promote broadband upgrades and add-on services e.g. Connect Phone, Mesh, Static IP.

    Collaborate with customer services to ensure the best-in-class customer experience throughout the re-sign / upgrade process.

    Analyse, segment and target customer cohorts based on behaviour, preferences, personas and demographic, tailoring campaigns to specific customer segments.

    KPIs and reporting – define a set of KPIs to measure campaign effectiveness (engagement / click throughs / re-signs), customer retention and loyalty (% churn), upsell / upgrade (ARPU).

    Review of the onboarding experience to ensure maximum potential of customers' newly-added services.

    Qualifications and requirements

    • Minimum three years' experience in campaign planning and execution
    • Strong data mining / analytical skills : ability to analyse customer data and derive actionable insights to create highly targeted, personalised campaigns.
    • Excellent communication skills : excellent verbal and written communication.
    • Strong team player and collaborative skills.
    • Industry knowledge : Familiarity with the broadband / telecoms industry preferential (but not essential).

    The rewards:

    • Competitive salary
    • 25 days holiday plus birthday off plus Bank Holidays
    • Company pension contribution
    • Business laptop
    • Excellent private medical and dental cover
    • £1,000 employee referral scheme
    • Superb maternity support package
    • Generous business mileage reimbursement
    • Continuous development and long-term career prospects

    Connect Fibre offers excellent team and business building opportunities. Please see for more information on our exciting new business

    Interested applicants should, in the first instance, send an up-to-date CV to: Paul Blunt at Connect Fibre . All applications will remain strictly confidential.

    (Connect Fibre operates a hybrid working model with main emphasis on home working with occasional visits to company office locations. Candidates must be a UK resident with citizenship or indefinite leave to remain and are required to undertake a basic DBS check.) REF: PBCF40

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