Return to Job Search
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
Apply Now


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:


  • 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


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



  • 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.




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

Job Specific:

  • Customer focused.
  • Achieving Results.

Ref: D-CRM(ML)
Apply Now
Report This Job

Virgin Media

Virgin Media


View Employer Profile

Show More

Email me jobs similar to: Customer Relationship Manager

Please enter your email address

Please enter a valid email address

We use cookies to customise our website for you, giving you the best possible user experience. If you continue without changing your settings, we’ll assume that you are happy to receive this personalisation. Find out more about our cookie policy

Accept & Close