Senior Base Retention and Experience Manager

  • CVM / CRM London - West
  • Permanent / Full Time £55,000 - £65,000

Genuine career development opportunity. Massive brand. World class facilities. Work with industry exemplars from the retention and base management com


13th Nov 2018

Excellent chance to work for Europe’s biggest entertainment brand.
A new strategy to drive customer experience and retention has created the business need for a Senior Base Retention & Experience Manager.
The key focus of this opportunity is the ownership, delivery and improvement of a brand new Customer Experience score, with a focus on proactive customer retention, delivering customer journeys and communications based on insights derived from the Customer Experience tool.
Leading a team of two direct reports (Planning Manager and Commercial Marketing Executive), you will be responsible for;

  • driving engagement and adoption of the Customer Experience score, built on several hundred customer data points, together with additional retention projects in parallel
  • the adoption of the Customer Experience score which is mandated across the entire business – it is your responsibility to champion the use of the Customer Experience score across multiple teams across the business, influencing marketing, customer service and technology
  • working with data and modelling teams to deliver and improve the Customer Experience Score, and will own the pre-churn customer treatment plan (which is driven by the Customer Experience score and other sources). It is expected that you will create and own a governance structure for end of contract management, ensuring that the different end of contract treatments are customer-centric.

You’ll be data and analytics savvy – enough to be able to talk with modellers and interpret their findings (but without needing to understand the nuts and bolts of modelling)
A natural stakeholder manager, you can evidence an ability to influence and manage a wide variety of teams to ensure execution. You will have demonstrable experience in inspiring and presenting to senior management, with an ability to prioritise between competing activities based upon their value.
Experience of running change programmes, managing budgets and commercial targets are required. It is crucial that you understand the relationship between customer satisfaction and churn/revenue. An ability to construct ROI cases for investments is key.
The company boasts world-class facilities (would love to share more detail) and has developed some of the leading Practitioners within the discipline of customer retention. They are happy to discuss flexible working.