This is a six months maternity cover but if the role holder shows real talent then its likely that the business will look to retain them, Working between Marketing and the Contact Centre, there are a number of key challenges here and they will offer the right person a real chance to make a difference. Firstly - increasing contact rates significantly through multi channel methods and fully utilising their dialler technology. Secondly, their MI currently is being used for largely Financial and Operational purposes and is under utilised in terms of developing more creative approaches. Key responsibilities will include the following:
Understand the customers’ churn drivers and develop appropriate messaging and save tools for the agents.
Build an improved suite of MI to understand root cause of customer behaviour.
Understand customers’ receptiveness to different activity and improve targeting based on conversion likelihood and customer value.
Develop appropriate route of action in retention activity after a cancellation attempt has been received.
Take joint ownership of retention scripts and offers.
Develop and maintain good working relationships with the operational retention teams.
Ensure the development of specific products needed for reactive retention activity.
Own the content for retention specific save tools such as competitor guides.
Develop a more precise call forecasting mechanism for the retention call centre to ensure maximum agent availability.
Develop call flow (incl. numbers, IVR and routing rules) that ensures maximum conversion opportunity for retention agents.
Ensure all staff within your remit have the requisite skills, experience, qualifications, knowledge and competence to perform the roles assigned to them.
Ensure all areas within your remit comply with all legal and statutory requirements applicable
Manage all aspects of departmental issues within your remit with due skill, care and diligence including effective controls, risk management and mitigation and delegation of activity to appropriate skilled and competent persons.
Manage the processes to ensure marketing campaigns are compliant, of high quality and produced on time.
We are looking for someone with strong Retentions experience ideally from either a Financial Services or Telecommunications background but you could currently be working in a Subscription business of some kind. West Midlands.
