Marketing Manager - Customer Communications

About Us

We're on a mission to "Connect the real world with the digital world to improve lives”. To get there, we govern ourselves with a set of simple, yet powerful guiding principles.

We believe we make a difference to people’s lives.

We care about each other & our customers.

We challenge the Industry.

We deliver on our promises and have fun doing it.

What you will be doing

Acting as a voice of the customer, the main purpose of this role is to ensure every customer interaction with Connexin is seamless, intuitive and joyous. This role requires a blend of user experience, creative and analytical skills to manage customer interactions, analyse data, design and recommend process intervention and improvement to drive customer satisfaction, enhance brand reputation and ultimately drive business growth.

The post holder will be responsible for the simplification of customer journeys in collaboration with wider business, and lead the implementation of a comprehensive in-life communication programme from post-sale confirmation, in life engagement, through to retention initiatives for a wide cohorts of customers, leveraging channels including but not exclusive to email, SMS, WhatsApp, print collaterals, push notifications, website and in-app targeted content.

Key Responsibilities

• End to end ownership and management of customer journeys in collaboration with wider business. This includes meticulously mapping out every single customer journey across all cohorts and their associated processes. 
• Proactively troubleshoot and solve difficult, sometimes technical problems in collaboration with Service Delivery, Business Units and Software teams. Pinpoint areas for reiterative improvements in order to increase customer satisfaction and create best in class customer experience.
• Develop, implement and maintain a programme of on-brand and effective Customer Communications to make the onboarding, in life and cancellation process on brand and engaging via all appropriate channels including emails, SMS and printed collateral. This includes scoping the initial requirements, data mining, audience building, briefing wider marketing team, through to the deployment of the communications and reporting.
• Define and own retention strategy, deliver proactive initiatives and campaigns that increase customer satisfaction, strengthen loyalty and prevent churn.
• Increase customer value through planning and executing campaigns to promote add-on services and upgrades.
• Collaborate with Service Delivery team to design and deliver reactive communication requirements across call script, SMS, emails, live chats and knowledge base.
• Lead testing initiatives on customer journey and communication initiatives in collaboration with Service Delivery and wider marketing team, with the view to improve customer experience and reduce costs for the businesses.
• Generate detailed reports and analysing data to identify trends, insights, and opportunities for improvement to improve and enhance customer engagement.
• Develop a clear understanding of business challenges and pro-actively recommend initiatives which would support these.
• Build tight knit relationships with cross-functional teams to enable the successful delivery best in class customer experience and build brand reputation.
• Ensuring our communication programme and processes are on brand and compliant with regulatory requirements.

Essential qualifications and experience

• 3-6 years’ experience in various customer communication platforms critical, including Sendgrid (or similar email service platform), Hubspot (or similar customer relationship management platform), Twilio (or similar SMS provider)
• Experience in setting up SMS and email campaigns
• An understanding of HTML is essential
• Previous use of data querying software or languages good to have
• Working knowledge of other marketing channels
• Good understanding of data-related legislation such as GDPR

Essential skills and competencies

• Customer-first attitude: can demonstrate ability to put yourself in customer shoes and constantly act as the voice of the customer
• Technically-savvy with a strong creative eye. Comfortable with using various communication platforms and have good creative judgement to ensure our communications are on brand and engaging.
• Excellent communication and interpersonal skills, with the ability to communicate clearly, effectively and appropriately with colleagues, suppliers and others at all levels
• Quick learner and problem solver with a strong analytical mindset and eager to learn and develop with a passion for using data to improve campaign performance.
• Strong attention to detail, quality and accuracy imperative
• The ability to work under own initiative and thrive in a fast-paced environment
• Numerate and analytical and commercially savvy

Benefits

• Great Culture & Awesome People!
• 25 Days Holiday + Bank Holidays + Birthday Day Off
• Enhanced Parental Benefits
• Employee Referral Scheme
• Flexible Working
• Bike to Work Scheme
• Volunteer days
• Company events & awards
• Employee Assistance Program (Medicash - health cash plan including: virtual GP, reimbursements for optical, dental appointments, access to physiotherapy, health screening programs, discounts on gym memberships and various other lifestyle discounts)

Equality and Diversity

Connexin is committed to ensuring that all candidates for any role at Connexin are treated equally and with respect. We hire on the basis of “the right person for the role” and we never discriminate against any candidate on the grounds of :

• Age
• Disability
• Gender reassignment
• Marriage or civil partnership
• Pregnancy or maternity
• Race
• Religion
• Sex
• Sexual Orientation

We will endeavour to accommodate any request in respect of any disability needs that any candidate may have. 

Please note: As part of our commitment to maintaining a safe and secure workplace, all successful candidates will be subject to Disclosure and Barring Service (DBS) checks.