Customer Conversion and Communications Manager

Culture Recruitment Limited ,
Sutton Coldfield, West Midlands


Job Description

My client is a leading retail operation based out of Sutton Coldfield. Due to continued growth and investment into their Digital marketing function, they are now looking to appoint the brand new and exciting role of Customer conversions and communications manager. You will be responsible for understanding enquirer volumes, where they come from and their behaviour as they interact with the business through any channel. And then with insight, implement solutions that effectively manage enquirers through to an appropriate purchase. Main aspects of the role will include: * Championing and driving automated marketing communications to ensure full buy in from all stakeholders. * Working with telecoms teams to establish IVR routing, scripts and data management processes to manage customers through the sales funnel in the most effective manner * Call listening and analysis to establish client needs and create communications strategies accordingly * Customer Journey Mapping: analysing touch points throughout the enquiry process, working with data and analytics, interacting with customer facing teams to build tools and communications, to facilitate the conversion process and drive sales. * Associated, will be supporting automated client communications during any part of the customer journey where required (post sale). * Help build the business's CRM and then actively utilise to deliver effective performance. * Analyse and report on channel performance, continually striving to test, learn and improve on communications. * Developing testing strategies for all aspects of the customer journey to ensure the most effective approach for the company and its products. * Reviewing existing communications programs across the company and automating where appropriate. * Working collaboratively with other departments to ensure automated programs achieve company goals. * Support the customer omnichannel experience as part of the group's business transformation programme Who we're looking for: * Proven experience with: Customer segmentation, customer targeting and value creation, campaign creation, execution and measurement, customer lifecycle, loyalty programmes, understanding of creating the ultimate multi-channel customer experience. * Technically competent, with an understanding of relational databases, database structures and templating * Good campaign management experience or excellent Marketing knowledge and nous. * Confident analytical and numeracy skills - knowing what to monitor and how to interpret results. * Understanding and refining campaign activity and sales processes to deliver a constant performance improvement. * Good communications and ability to influence and lead stakeholders at all levels. * Excellent attention to detail. * Excellent PC and online skills including: Word, Excel, PowerPoint, Access, Outlook, etc. * Experience of IBM Watson . Acoustic is ideal, but not essential What's on offer Exceptional growth business who passionately believes in the development of its people, where you will have a voice and the chance to really flex your creative and commercial marketing muscles in what will be a key and visible role in the team. If the selection criteria above feels like a good fit, then we'd be chuffed to see your CV and tell you all about it.