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Virgin Media

Customer Relationship Manager

Virgin Media

  • Dublin City Centre / Dublin North
  • Not disclosed
  • Fixed term contract
  • Updated 24/04/2013
  • Human Resources
this job is expired
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Description

Experienced Customer Relationship Manager required for large Telecoms company based in Dublin 3.

 

Job Title:  Customer Relationship Manager
Department:   Sales & Marketing  
Location: Eastpoint, Dublin 
Directly Reports to:        Head of Marketing  
Term: Fixed Term Contract - Maternity Cover 

 

Overall Objectives of the Job:

  • This role is responsible for proactively managing the relationship with our customers to ensure improved and increased Advocacy.

 

Main Outputs:

  • Championing the Customer across all areas of the business. Ensuring the customer’s experience with UPC is a positive one.
  • Develop and Execute a plan to improve the customer experience of all our products using key customer channels such as Retail.
  • Responsible for the execution, development and management of communications to existing customers.
  • Educating our customers on UPC products and services.
  • Driving Usage of all products.
  • Implementing and delivering a customer advocacy programme together with the Contact Manager to ensure customer advocacy continues to improve.

 

Key Result Areas:

  • Creation of a full plan to communicate to the customer with regards the products and services they have whilst promoting additional products.
  • Reduction in Churn due to an increase in customer advocacy.
  • Creating Brand Loyal Customers by improving customer advocacy
  • Effective utilization of the Customer Communications budget to ensure regular communications with customers.

 

Key Responsibilities:

Functions/Activities/Responsibilities:

  • Creation and Execution of a regular communication plan that ensures dialogue of some kind with the customer at every stage of their lifecycle.
  • Creation and production of all product related material i.e. welcome guide, product manuals.
  • Design, development and management of all customer communication methods i.e. Info TV, General Messaging, Sales IVR.
  • Review of all customer communications from other departments to ensure consistency across language, look and feel i.e. Website, CS IVR, Ebilling, Scripting etc.
  • Support of all service change communications affecting the customer in conjunction with the Customer Service group.

 

Personnel Specification:

Qualifications / Education

Essential:      

  • 3rd level qualification in marketing or business related discipline and 3 years recent experience in a similar role.

Experience

Essential:      

  • Strong experience in a consumer marketing environment.
  • Must have experience in developing successful Customer Loyalty campaigns using multiple channels.
  • Must have experience of developing, managing and acting as a guardian of high-performing service brands.
  • Must have experience working cross-functionally to reduce Churn.
  • Operational approach to channel measurement and performance management.
  • 3 years marketing experience with Customer loyalty/Churn reduction as a key element in the role.
  • Advanced computer literacy, advanced modelling and spreadsheet skills.
  • Experience of owning targets.
  • Track record of effectively delivering results within tight timelines and to a consistently high standard.
  • Ability to influence effectively at all levels within the business.
  • Clear and concise management and communication skills.
  • A high level of organisational ability.

 

Competencies:

Essential:

  • Team Working.
  • Managing the Performance of Other teams.
  • Planning and Organisational Ability.
  • Motivating.
  • Communication.

Job Specific:

  • Customer focused.
  • Achieving Results.

Ref: D-CRM(ML)
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Virgin Media

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