Customer Retention Manager - E.ON Next

Closing date
27 Oct 2020

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Marketing & PR
Contract Type
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Company description:

E.ON is a privately-owned international energy company. Our 40,000 colleagues in 13 countries work daily towards the improvement of technical innovations and user-friendly customer solutions for the new energy world. We are the first large energy company to focus more heavily upon the energy of the future through our three business areas of energy networks, renewable energies and customer solutions.
Job description:

Location; London with travel to our Leicester office

We are looking for a Customer Retention Manager (CRM) to develop the retention, loyalty and cross-/up-sell approach for E.ON Next and establish everything needed for an effective execution.

This role is based in our marketing team, data heavy and key to link our product management, data and technology team to deliver outstanding retention and cross-/up-sell campaigns.

Here's a taste of what you'll be doing:
  • Define a CRM data strategy with yearly roadmap and quarterly objectives for both, Business 2 Business and Business 2Consumer segments
  • Plan, conceptualize, deploy and track retention and cross-/up-sell campaigns in all our direct marketing channels (print, e-mail, SMS, online) as well as through outbound and inbound support with in-house creative team
  • Collaborate with in-house social media and content owners to support campaigning efforts
  • Establish our core retention and cross-/up-sell processes, from journey measurement to analysis of the existing base to campaign tooling with a focus on marketing automation and leverage of behavioral customer data
  • Identify key touchpoints in the customer's interaction with our brand to identify retention, churn prevention and cross-/up-sell opportunities
  • Develop a rigorous, analytics-enabled, testing framework to drive real improvement in retention rates and customer engagement
  • Support the set-up and ongoing improvement of our production campaign systems through rigorous testing of outcomes, root-cause analysis of deviations and input into the requirements
  • Identify opportunities how we can maximize the use of the functionality of current toolset. As necessary, advise the business of current tool limitations and then work with the product team to realize necessary enhancements through the Martech capability road map

Required profile:

  • Degree in business studies with focus on marketing or comparable education
  • 7+ years' experience in customer retention or similar field
  • Expertise in conception and implementation of a customer retention management model including customer segmentation
  • Proven success in planning, deployment and tracking of loyalty and retention campaigns
  • Ideally experience with product marketing in utility sector (energy, telecom
  • Strong analytical skills with the proven ability to work through large amounts of data and transform it into actionable initiatives
  • Solid knowledge of Martech tooling, incl. CDP and retention/prevention platforms
  • Experience of working cross-functionally
  • Some scripting and/or programming experience (eg Python)
  • Flexible and able to prioritize and adapt to changing business needs
  • Previous start-up experience is a bonus

What we offer:

· Competitive salary and benefits

· 26 days holiday plus bank holidays - this includes a guarantee of your birthday off if you want it

· A generous pension scheme

The chance to choose from our Flexible Benefits range
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