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Three Ireland

CRM Campaign Analyst (NPS)

Three Ireland

  • Dublin City Centre
  • Negotiable
  • Permanent full-time
  • Updated 21/12/2012
  • Angeline McKiernan
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Description

The job in a nutshell Manage the operational side of Three Ireland`s Net Promoter Score programme. Deliver insights from this programme to the business and initiate and manage campaigns to take adva

 

The job in a nutshell
Manage the operational side of Three Ireland`s Net Promoter Score programme. Deliver insights from this programme to the business and initiate and manage campaigns to take advantage of these insights.

The role combines campaign management, reporting, project management and commercial decision making.

What else it involves

Net Promoter Score Administration
Maintain lists of customers that have been targeted with transactional NPS surveys across all channels.
Produce lists of customers to target with NPS surveys. Ensure that leads usage is optimised; i.e. that the maximum value in terms of insights is gleaned from each customer contact.
Report on results from Net Promoter Score surveys on an ongoing basis. Draw conclusions from these results that will form the basis of recommendations for future campaigns.
Liaise with cross-functional stakeholders to design and co-ordinate appropriate campaigns to address concerns or opportunities that the NPS programme brings to light.
Campaign Management
Use SQL/SAS/other querying tools to identify and extract targeted leads lists.

Ensure that data integrity of leads is accurate and that campaign is targeted to fit commercial objectives. Liaise with IT/DBA/Customer Analysis to identify data quality issues and recommend improvements to data environment (including managing external data sources) and data process flows.

Create appropriate test design strategies and robust control groups. Use of experimental campaign design and statistical sampling to optimise use of leads.

Develop post-campaign reports and generate insights informing campaign success. Deliver reports along with findings and recommendations to stakeholders around the business and senior management.

Some ad-hoc reporting, analysis & project work as required

The skills we`re looking for
Experience of working with (or in) contact centres

Highly numerate, with the ability to interpret data to generate insights and inform commercial decision making.

Experience working with large scale customer databases and managing and manipulating customer data.

Experience working with campaign management tools, such as Unica, Ephiphany, Alterian, Chordiant

To apply direct click here

Ref: 37296
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Three Ireland

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