Job Purpose:

• Responsible for driving customer engagement and loyalty for the O2 Consumer Pay Monthly base

• Work with the relevant teams to maximise the opportunity for Priority, O2’s flagship reward scheme and the evolution of membership concepts to drive engagement, loyalty and commercial outcomes

• Drive marketing consent at point of transaction as well as in-life, and reduce consent churn

Key Accountabilities:

• Responsible for driving the consumer engagement strategy and plan across the Pay Monthly customer base working with teams on value creation in-life, retention / upgrades
• Own the welcome / onboarding customer journeys to drive NPS and the uptake of the right products and services (MyO2, Priority, Cross Sell)
• Work with Proposition and Products to develop loyalty and membership programmes to reduce churn and investment in churn and increase CLV
• Evolve and develop ways of working for the base management team as the business introduces decisioning and journey orchestration functionality eg PEGA
• Work closely with channel owners to drive marketing consent, identifying ways to optimise journeys and customer interactions
• Drive the strategy for the evolution and engagement with Priority and ensure future partner relationships drive the desired commercial & customer outcomes
• Explore outside industries and bring best base management experience back to O2
• Deliver key commercial and customer KPIs such as digital engagement, churn, NPS and financial targets
• Lead and develop a team of 3 as well as leading agile, cross-functional teams across the business

The must haves:

• A passion for the customer; creating & using insight and developing customer-led solutions
• Marketing campaign experience
• Loyalty / membership marketing and in-life base management experience
• Strong leadership, collaboration, influencing and stakeholder management skills up to Senior Leadership Team
• Strong delivery skills ensuring action plans are delivered to required outcomes and KPIs
• Experience of leading agile/ cross-functional teams and working in ambiguity
• Compelling and persuasive communication skills

Other stuff we’re looking for:

If your preferred location isn’t listed, but you feel this role could be right for you, please go ahead and apply. We can discuss this with you if you meet the minimum criteria for the role.

If you are successful in being offered this role, it may result in you moving contractual entity and therefore a change in your terms and conditions. We’ll discuss what this will mean for you so you have all the information and can make an informed decision.

Apply now »