Marketing Operations Manager

Job Ref: 1038880

Marketing Operations Manager
6-month FTC
Circa £55,000
Basingstoke
(possible travel to London once per month)
  
The Role
One of the UK’s leading multi-services providers are looking for a Marketing Operations Manager to join their team based in Basingstoke on a 6-month FTC. The focus of the role is to build a plan to develop a robust controls environment, owning the output for 3million+ annual renewal journeys for their members.
               
You will analyse the current Retention Marketing processes to determine areas of potential concern for compliance, regulatory or customer experience breach, or negative commercial impact.  You will design and embed a set of robust controls that alleviate the risk areas and work with the current controls to deliver a seamless retention process or manage any identified gaps. 
  
Responsibilities

  • Build a strong relationship with the Compliance, Risk, Pega, Thunderhead and Customer Outcomes teams to understand the current processes and controls, identify gaps and introduce newly prescribed and signed off controls
  • Work closely with Customer Outcomes Team and Product Owner for Retention and Payment Incidents to identify and document all potential retention compliance gaps and manage through to resolution
  • Monitor existing and new controls and embed this behaviour within the relevant teams
  • Monitor the Invite, Follow-up and Payment Failure journeys and identify any leakage from the process. Main priority will be on the Pega Invite strategies to ensure that all customers that require an Invite are receiving this regulatory document.  Secondary priority to be on payment failure or mandate cancellation customers and ensure they receive relevant notifications so that they are aware of the impact on their cover.  Ensure that defects are raised in the JIRA system where issues or gaps are identified and manage these through to resolution (The actual fix will be designed and implemented by the technical teams)
  • Build a robust new process using the new functionality being delivered via the new Fulfilment Hub and separate new reporting being delivered early in 2021.
  • Deliver the new processes, once successfully up and running, into the teams that will have long term ownership

  
  
Key Skills and Experience

  • Understanding of marketing processes
  • Knowledge of working with and designing controls for marketing processes
  • Proven relevant experience, ideally within Consumer services, Telco or insurance industry
  • Graduate with relevant qualifications

  
Please reach out to charntel.dignum@cvmpeople.com to discuss the role further!

Contact Details:

charntel.dignum@cvmpeople.com
01264 326 315

Category:

Commercial Marketing, Commercial Strategy

Location:

London

Work Type:

Permanent