Why work for us:
At Vodafone, we're working hard to build a better future.
A more connected, more inclusive, and more sustainable world.
We believe technology is only as powerful as the people using it to create a better tomorrow.
Role Purpose
This role is responsible for driving Fixed & Converged revenue growth through the design and execution of the customer Value management contact strategy while maintaining and growing our NPS scores for Consumer Fixed & Converged customers. The position directly manages the voice of Vodafone to our existing customer base.
Key to this role is the creation, implementation and maintenance of a comprehensive lifecycle communications strategy for Consumer Fixed & Converged utilising all communication channels. Communications will be end to end to include acquisition, in-life, upsell, cross-sell and retention.
This is a marketing role, encompassing both key strategic elements (commercial alignment of segment and base management plans to business priorities) and operational elements (detailed planning of activities, execution and performance reporting).
The successful candidate will work cross functionally with several business units in Vodafone, including other marketing roles, COPS and IT. Managing the communications strategy for the customer as well as system capabilities to drive NPS improvement. This is a focal role for the journey of migrating our existing range of Fixed & Converged campaigns to our Pega platform in a seamless manner.
The role must drive a culture of continual improvement and message optimisation. They will test and learn from execution with a clear focus on delivering results. Leveraging these learnings they will make clear recommendations and deliver the appropriate change, challenging wider stakeholder audience when needed.
In line with our strategy, the candidate will ensure customer experience is at the heart of all marketing activity generated. They will develop, challenge and review campaigns with a clear consideration of how they impact customers perception and experience.
Essence of Role – Key Accountabilities:
This role is responsible for defining CVM Fixed & Converged retention, upsell, cross-sell,and lifecycle strategies and implementing them in order to deliver key KPIs.
Positively influence the overall P&L for Fixed & Converged by driving revenue growth.
Responsibility for the impact of all customer interactions on NPS scores and an ongoing focus on ensuring that communications will serve to create a positive influence on NPS results.
Deliver capability to allow us to effectively communicate with Vodafone customers,and provide seamless customer journeys via our Pega & MCCM platforms.
Execute Value lifecycle plans across multiple channels, inbound, outbound and digital, acting as the custodian of the overall Value customer strategy.
Understand the economic and competitive situation and work collaboratively with the segment and product teams to develop strong competitive offers.
Communicate planned activity with wider business including VBU directors, segment and wider CVM team to ensure alignment of plans for the Vodafone Fixed & Converged base.
Assess effectiveness of Value management marketing activities to inform future lifecycle plans and ensure continuous optimisation of each campaign.
We Are Looking For You, If You Have:
Essential
3+ years CVM/CRM, or clear marketing experience
Strong experience of working cross-functionally
Experience working in Scrum methodology
Presence and credibility and able to command attention at leadership level across markets
Experienced in producing and delivering business cases which focus on customer experience and commercial drivers through the change work undertaken.
Strong commercial understanding of business KPIs
Knowledge in customer analytics and experience using customer insights to drive action.
Strong understanding of telecommunications industry
Excellent communications and presentation skills
Ability to understand issues at both operational and strategic levels and to influence stakeholders to action
Proficient in Word, Excel, PowerPoint etc.
Desirable
Experience managing a loyalty program
Adobe Marketing cloud knowledge & experience
Experience in building digital marketing campaigns, such as email, microsites or rich media
Knowledge of HTML & CSS
Experience running major marketing activity with significant budgets would be a major advantage
Who we are:
Vodafone is pioneering Ireland's gigabit society. We are Ireland's leading total communications provider offering products and services make a real impact in the lives and communities of our customers. As part of Vodafone Group, we are part of the world's largest mobile community with a presence across all five continents.
We're at the forefront of innovation in Ireland. From delivering Gigabit speeds which offers the fastest game play for gamers, or helping people work from anywhere in the country, the work we do is at the cutting edge of technology and is constantly evolving.
Our purpose is to connect for a better future, and this is made possible by our people. No matter what your background, career stage or interests, we have opportunities across all areas of the business, which will help you explore and unlock your full potential. You will get to work in a fantastic environment where diversity and difference is valued, flexible working is the norm and you'll get to play a role in delivering Ireland's Gigabit Society
Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland. Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
Vodafone is committed to support LGBT+ people at work.
We are an equal opportunities employer where our people can be at their best.
When choosing us……….
When you join the Vodafone Team, you will have the chance to grow your career while also experiencing some serious benefits
Some of the benefits that you will receive along the way are:
Competitive Salary
Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
Generous Employer Pension contribution
Free Phone Bill – When you join the team, your phone bill is on us You will also receive mobile phone purchasing discounts
Learning and Development – We provide extensive training to all of our employees so they can progress in their careers There is also the Vodafone University where our employees can gain incredible skills
Exclusive Family and Friends Discounts – Receive additional discounts for you, your Family and Friends on Vodafone Products
23 days annual leave and 3 charity days off – PLUS a dedicated day off for your birthday.
Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioners
We are passionate about our employees Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies. We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work. We are an equal opportunities employers where our people can be at their best.
When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we'll help you shape a rewarding career that gives back in more ways than one.
It starts here. It starts with you.