About the role

Our ability to deliver brilliant, personalised experiences for all of our 30m customers is fundamental to our future success. As a business we are investing extensively in the automation of our operations and networks, and in building our base management and data capabilities. This will allow us to take better decisions with data and to act on them in an automated way across all our customer interactions.    

The CRM Chapter ensures campaigns are executed at the right time, in the right way, to the right customers, with multiple contact channels orchestrated brilliantly.  It ensures the successful execution of c.1 billion customer communications a year, to the highest time and quality standards.  

 In this job, you’ll be accountable for building decisioning and using toolsets to leverage data capabilities for decisioning. You’ll be performing quality checks in accordance with quality control processes and ensuring that the relevant targeting, segmentation and customer journey overlays required to support the development and implementation of the customer contact plan are correctly applied.

What you’ll be doing

• Responsible for building campaigns within SLA timelines and to quality using decisioning toolsets 
• Responsible for the campaign build
• Performs quality checks of data extracts and / or decisioning in accordance with quality control processes to ensure that data produced is correct
• Provides data and technical expertise to stakeholder to optimise customer contacts
• across all channels to deliver an integrated, sequenced communications programme for each customer
• Ensures that the relevant targeting, segmentation and customer journey overlays required to support the development and implementation of the customer contact plan are correctly applied
• Manages and develops the contact response history
• Works with Data Management to leverage data capabilities for decisioning

Essential Skills / Experience

• Good communication skills, with the ability to explain complex data to all levels of the organisation 
• Good stakeholder engagement and management skills
• Logical analysis and development skills
• Expereince using decisioning tools such as Pega, Unica, Adobe Campaign, NBA
• Good database management knowledge
• Understanding of basic HTML, SQL, SPELL
• Ability to transform a business brief into a technical specification

Desirable Skills / Experience

• Expertise in Digital technologies and agile ways of working

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family 
• Market-leading paid carers leave with up to 2 weeks off 
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.