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Senior CRM Manager

Posting Country:  United Kingdom
Date Posted:  20-Oct-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Senior CRM Manager

Location:   The Speechmark, London, Southwark (*Blended working)
Salary: Competitive 
Hours:   37.5 hours (Monday-Friday)


Safety Notice: To ensure candidate and employee safety, we are continuing with our virtual hiring and onboarding processes until further notice.  


Be a part of Vodafone UK Consumer where digital is at the forefront of everything we do. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions.




What will you be doing? 


As the Senior Customer Strategy Manager (the internal role title) you will be determining the overall customer experience strategy delivered to consumers through the AOM (Always On Marketing) programme, and how it works across customer journeys.  You will do this by:


•    Taking overall leadership of the Customer CoE and accountable for its overall performance
•    Taking accountability for the Intent Strategy, Arbitration Formula and Contact Strategy within Pega with key collaboration/approval from Product Owners and commercial managers
•    Developing and evolving the Arbitration functionality in line with VFUKs strategic direction and delivery roadmap
•    Designing a high level customer journey orchestration
•    Monitoring and reporting on AOM effectiveness in delivery to customer and business needs



Who are we looking for?  


•    Pega Knowledge/experience desirable 
•    Detailed understanding of Vodafone or other Telco product sets and CVM campaign strategies for both Post-paid, Prepaid and Broadband customer bases
•    Extensive experience with customer contact strategy development
•    Understanding of campaign delivery processes in direct and digital channels
•    Understanding of how analytics, decisioning and delivery platforms can work together to deliver leading edge customer experiences
•    Strong leader, able to influence senior leaders and lead teams
•    Team management experience as this role will manage a small team




What’s in it for you?

An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.



Together we can


Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.


*Vodafone UK’s blended working approach means you’ll come to your contracted hub location office as and when needed to get things done for your role and for tasks that require it, otherwise you will be able to work from home. Our ‘Office in a Box’ home-working kit will be available for all who need it during your onboarding journey.

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.