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Customer Value Development Manager

Date: 31-Mar-2021

Location: SLOUGH, GB

Company: Telefonica S.A.

12 Month Fixed Term Contract

Location: Slough

Homeworking until we all return to the office

 

We are O2, the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. We put our 25 million UK customers at the heart of everything we do, so we can use our technology to connect them to the experiences they live for.

 

And just like our customers, we open up exciting possibilities for our employees too. Great benefits. Generous rewards. High-quality training. Ongoing career development. These are just some of the reasons to join us.

 

We’re always on the lookout for great talent, and we’re all about inclusivity. We want to be a true reflection of our customers and their communities, to help us make the best decisions. That’s why everybody’s welcome at O2 – it’s time to get everyone in the room.

 

What do the team do?

 

The purpose of the CVM team is to engage customers with O2 making them feel valued and special, warming them up so that we can:

 

  • Drive more value from them in-life (Cross-Sell & Up-Sell) and at Upgrade – higher subs, more hardware (devices, accessories etc), services (insurance, content subscriptions etc) which also lets us…
  • Drive additional volume (additional connections) from them by bringing on other customers they influence and recommend us to
  • Make sure they stay with us (NPS and churn prevention)

 

You will be at heart of being a customer champion carefully balancing commercial and business asks with customer needs and experience.

 

How will you fit into this?

 

This is a high-profile role, with day-to-day ownership of the commercial delivery of the in-life engagement/customer value programme. Contributing to the strategic direction of the programme. Acquiring, engaging and retaining members to the programme. Identifying and unlocking revenue growth opportunities. Leveraging key brand assets such as Priority, MyO2, O2 Rewards and Extras.

 

The role offers a window into O2’s future at a really exciting time, as we expand our relationship with customers beyond selling Devices & Airtime.

 

Some of the more specific responsibilities:

 

  • Work with our Data, Insight & Analytics team and external agencies to create actionable insights
  • Identify target customer segments, sub-segments / audiences – their needs and specify ongoing programme requirements to meet those needs
  • Design and deliver campaigns with marcomms to engage and drive value, both from the O2 base and new customers
  • Work closely with channel owners to drive marketing consent, identifying ways to optimise journeys and customer interactions
  • Support the CVM Leads in developing, delivering and optimising the wider customer engagement strategy & identifying future value opportunities
  • Work with the Products & Propositions team on ways to enhance our customer relationships and unlock further value
  • Deliver key commercial and customer KPIs such as digital engagement, churn, NPS and financial targets

 

What we need from you:

 

  • Marketing campaign experience
  • Customer acquisition, loyalty / membership marketing and in-life base management
  • A passion for the customer; creating & using insight and developing customer-led solutions
  • Strong commercial acumen and delivery focus
  • Ability to multi-task whilst keeping sight of short and long-term business priorities
  • Adept at operating in ambiguity and working with and leading agile / cross-functional teams
  • Outstanding stakeholder management, communication and storytelling

 

Additional Information:

 

Grade:  PCGU

Salary and benefits:

We’re looking to pay a competitive salary (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care, holiday entitlement and lots of flexible benefits. We also believe a great work-life balance is important, so we’re open to considering part time and flexible approaches to working. Like to know more? Feel free to raise it.

If you have any questions about the role then please email ResourceTUK@o2.com who will be happy to help.