Customer Lifecycle Manager - United Kingdom - Virgin Media Business Ireland

Description

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Customer Lifecycle Manager

About us

We're on a mission to make clean energy easier for everyone. We take pride in our promise to do what's right by our people, customers, and planet – it's basically why we get up in the morning. Across charging, solar, storage and business, our ambition remains the same: inspiring a clearer path to clean energy.

Unlike other start-ups, we are lucky to be 100% backed by Liberty Global which has a portfolio of more than 50 companies across content, technology, and infrastructure, including strategic stakes in companies like Plume, ITV, Lions Gate, Univision, the Formula E racing series and several regional sports networks.

This means we can remain laser focussed on our mission, rather than pounding the pavement for funding.

We care deeply about making a difference to the planet and are on the hunt to find other humans who feel the same way.

We also care a lot about Egg puns – the more the merrier.

If this sounds like you – crack on

Position Overview:

We're on the lookout for a customer-obsessed, creative and data led customer lifecycle manager, reporting to the CMO as part of our brand and marketing team.

The role is ideal for candidates driven to deliver insight-led, result-focused customer campaigns. In everything we do, we aim to enhance our customers' experience with our brand through delivering relevant, personalised communications that drive long term engagement.

You should have an understanding of segmentation and customer lifecycles and be adept at applying insights to deliver long-term engagement, in turn unlocking loyalty, advocacy and LTV.

You'll thrive in this role if you're someone who understands how to effectively communicate to the right customer, at the right time, with the right message.

Key Responsibilities:

• Working with your manager, define and develop our customer lifecycle strategy.
• Be our customer champion, ensuring audiences receive relevant and tailored marketing experiences at each stage of their journey, from acquisition through to referral.
• Support the execution of the CRM strategy; from larger scale campaigns to ongoing customer journey / lifecycle management (including everything from idea creation, through campaign setup, to analysis and reporting)
• Implement a data-driven customer segmentation plan to improve customer engagement and increase lifetime value.
• Manage, test, and iterate on programmes to increase engagement rates across our growing customer base.
• Implement a continuous test-and-learn approach to our customer lifecycle to optimise performance of our campaigns and gain valuable insights.
• Provide regular and insightful updates to key stakeholders around the business of successes, learnings, and opportunities.
• Closely collaborate with the customer service, commercial and product teams to educate, excite and inform customers and prospects about Egg.
• Work with our Brand and Communications manager to brief in relevant content that improves the customer experience.
• Take a hands-on approach to design and build comms touchpoints.
• In partnership with other teams, manage the successful growth and improvements of key channels such as NPS score, Trustpilot.
• Manage the growth of our referral programme, ensuring we're building on customer advocacy to incentive referral.
• With support from the team, continuously gather customer insights from our audience and feedback into the business.
• Develop our approach to live chat to ensure a seamless journey for our customers, whilst working with Customer Service to deliver timely support.

Qualifications/Experience:

• 3-5 years of lifecycle marketing experience
• Proven track record of delivering successful large-scale, CRM programmes.
• Hands-on experience using an ESP or DSP , )
• Evidenced analytical experience for informing data-led decisions and familiarity with web analytics tools (e.g. GA4)
• Hands-on HTML, CSS and technical ability is a plus.

Why Egg?

• Competitive basic salary
• 33 days annual leave including 8 Bank Holiday days
• Private healthcare
• Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance
• Access to our car benefit scheme
• Access to our online learning platform to continue to develop and grow your career with Liberty Global

At Egg, we dream big, and imagine better. We strive to build a diverse and inclusive place of work where we can all be our true selves and welcome all applicants.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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About Us

Our Story

We're building Tomorrow's Connections Today, bringing people together through the power of our technology.

Liberty Global is a world leader in converged broadband, video and mobile communications and an active investor in cutting-edge infrastructure, content and technology ventures.

With our investments in fibre-based and 5G networks we play a vital role in society, currently providing over 85 million fixed and mobile connections and rolling out the next generation of products and services, while readying our networks for 10 Gbps and beyond.

We're creating national champions, combining the best broadband and mobile networks under brands such as Virgin Media-02 in the UK, VodafoneZiggo in The Netherlands, Telenet in Belgium, Sunrise in Switzerland, Virgin Media in Ireland and UPC in Slovakia.

Liberty Global Ventures, our global investment arm, has a portfolio of more than 75 companies and funds across content, technology and infrastructure, including strategic stakes in ITV, Univision, Plume, Lionsgate and the Formula E racing series.

Our scale enables us to transfer knowledge and expertise across our operations and investments, creating a dynamic family of brands united in the pursuit of innovation and excellence.

And we're prioritising diversity, equity and inclusion in our workplace and communities, while reducing our impact on the environment. We are using technology as a force for good; for our people, our partners and the planet.

OUR FUTURE OUTLOOK IS EXCITING, TOGETHER

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Your data will be retained for the period of up to 1 year after closing the selection process, after which it will be deleted.

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