Loyalty Marketing Manager
Why work for us:
At Vodafone, we’re working hard to build a better future A more connected, more inclusive, and more sustainable world. We believe technology is only as powerful as the people using it to create a better tomorrow:
Role Purpose:
The Loyalty CVM Manager is responsible for the strategy and implementation of the Vodafone Happy programme in Ireland. Customer engagement with the Happy programme, as well as helping to deliver on NPS, Churn, Data quality and App penetration targets will be key focuses of this role. The position directly manages the voice of Vodafone to all our existing Consumer, SOHO and SME customers in mobile & fixed.
This is a marketing role, encompassing both key strategic elements (commercial alignment of segment and CVM plans to business priorities) and operational elements (detailed planning of activities, execution and performance reporting).
The successful candidate will be the main driver in the business of the rollout of the new Vodafone Happy Loyalty platform capabilities in the MvVodafone app. This will involve working with a cross functional team including Digital, COPS, IT and Marketing in CBU & VBU as well as several external vendors. This is a key role in the delivery of this Group platform in Vodafone Ireland.
The role must drive a culture of continual improvement and message optimisation. They will test and learn from execution with a clear focus on delivering results. Leveraging these learnings they will make clear recommendations and deliver the appropriate change, challenging wider stakeholder audience when needed.
In line with our strategy, the candidate will ensure customer experience is at the heart of all marketing activity generated. They will develop, challenge and review campaigns and strategy with a clear consideration of how they impact customers perception and experience.
Essence of Role – Key Accountabilities:
This role is responsible for defining the CVM loyalty strategy and implementing it in order to deliver key loyalty KPIs.
Manage all customer communications for the Vodafone Happy Loyalty programme across CBU & VBU.
Lead cross-functional team within CVM, Digital, IT and external vendors to build capability to deliver on Loyalty strategy, including current Fantastic Days platform, and the future Vodafone Happy platform.
As a key figure of the Loyalty Agile squad, work on cross-functional CVM team to identify ways to improve customer loyalty, NPS, Churn, app penetration and data quality through our designated Fantastic Days Loyalty programme.
CVM specialist for loyalty activity across all segments; Consumer Billpay, Pay as you go, Consumer Fixed, Soho and SME
Continue to grow customer engagement with the Vodafone Happy loyalty programme through strategic and targeted marketing campaigns.
Working cross functionally with Marketing & Brand teams, grow brand recognition for the Vodafone Happy programme among existing Vodafone customers and prospective customers.
Assess effectiveness of Vodafone Happy Loyalty programme on an on-going basis to inform future plans and ensure continuous optimisation and return on investment.
Communicate planned activity with wider business including CBU directors, segment and wider CVM team to ensure alignment of plans for Loyalty.
Accountable for building loyalty business cases and getting sign off on Loyalty strategy.
Manage relationship with external agency to help enable success of Loyalty programme.
We Are Looking For You, If You Have:
Essential:
5+ years CVM/CRM, Loyalty, or clear marketing experience
Strong experience of working cross-functionally
Presence and credibility and able to command attention at leadership level across markets
Experienced in producing and delivering business cases which focus on customer experience and commercial drivers through the change work undertaken.
Strong commercial understanding of business KPIs
Knowledge in customer analytics and experience using customer insights to drive action.
Strong understanding of telecommunications industry
Excellent communications and presentation skills
Ability to understand issues at both operational and strategic levels and to influence stakeholders to action
Proficient in Word, Excel, PowerPoint etc.
Desirable:
Experience managing a loyalty program
Experience working in Scrum methodology
Adobe Marketing cloud knowledge & experience
Experience in building digital marketing campaigns, such as email, microsites or rich media
Knowledge of HTML & CSS
Experience running major marketing activity with significant budgets would be a major advantage
Who we are:
Vodafone is pioneering Ireland's gigabit society. We are Ireland's leading total communications provider offering products and services make a real impact in the lives and communities of our customers. As part of Vodafone Group, we are part of the world's largest mobile community with a presence across all five continents.
We’re at the forefront of innovation in Ireland. From delivering Gigabit speeds which offers the fastest game play for gamers, or helping people work from anywhere in the country, the work we do is at the cutting edge of technology and is constantly evolving.
Our purpose is to connect for a better future, and this is made possible by our people. No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential. You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm and you’ll get to play a role in delivering Ireland’s Gigabit Society!
Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
Vodafone is committed to support LGBT+ people at work.
We are an equal opportunities employer where our people can be at their best.
When choosing us……….
When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits!
Some of the benefits that you will receive along the way are:
Competitive Salary
Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
Generous Employer Pension contribution
Free Phone Bill – When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discounts
Learning and Development – We provide extensive training to all of our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!
Exclusive Family and Friends Discounts – Receive additional discounts for you, your Family and Friends on Vodafone Products!
23 days annual leave and 3 charity days off – PLUS a dedicated day off for your birthday
Free Parking
Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioners
We are passionate about our employees! Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies. We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work. We are an equal opportunities employers where our people can be at their best.
When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we’ll help you shape a rewarding career that gives back in more ways than one. Its starts here. It starts with you.
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