giffgaff is a little different to your `normal` telecoms company. It`s a mobile business owned by Telefonica, but run by its members. Sounds interesting? It is. 

giffgaff is a fast growing mobile network. Our business model is unique - we take a highly collaborative approach with our members who help (and are rewarded for helping) across all areas of the business. Our vibrant online community, online platform and immense value proposition are key to our success. We do not have a retail footprint or expensive call centres, so we can pass these savings straight on to our members in a way that no other telecoms business does.

As a lean organisation, our team is built of people who are multi-skilled, highly motivated and flexible - if that sounds you like you we`d love to hear from you.

Location(s):  Uxbridge (with flexible working options)

About the role

Be the owner for giffgaff’s member insight panel and discussion communities. Ensure that giffgaff’s cross channel member panel is healthy, engaged, and diverse always, allowing for member closeness all year round. Grow the member insight panel, giving it a more of a presence across the business our owned platforms and member comms.

Key Responsibilities

• Build and manage all the CRM strategy for the member insight panel, evolving the comms and building deeper and more personal relationships with each panel member.
• Further develop and lead on the overall member lead insight capabilities, enabling the Product and Marketing Teams to better understand product performance, member challenges, member needs, and our members desires, to in turn drive product & proposition innovation, service improvements and member first marketing initiatives.
• Set and deliver the overall panel engagement strategy and feedback loop for the panel and discussion communities. Create delightful experiences, manage all cross-channel comms and feedback to members on the impact of their involvement and next steps.
• Build on the existing rewards and recognition strategy for the member panel by understating the member motivations.
• Manage the budget for tools, member incentives and rewards and recognition for member engagement and involvement on the insight panel.
• Managing stakeholder briefs and timing expectations, ensuring prioritisation of business needs and focus.
• Manage third party partners and working relationships.
• Building quarterly overview reports on panel health and insight generated with members.

What We Need from You:

Essential Skills:

• Community management, panel management and/or CRM experience
• Outstanding stakeholder management
• Project management and development
• Outstanding written and spoken communication skills. Presenting and putting
• member lead insight front of mind across the business is key to success.
• Ability to utilise numerous data sources and platforms to draw customer (member)
• insights and build deep member relationships.
• Experience managing external agencies and partners

We’ll be sending you emails about the status of your application. To make sure you receive these, please add @O2.com and @telefonica.com to your Safe Senders list.

We’re looking to pay a great compensation package (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.  

Also, every employee has their personal development supported with a LinkedIn learning account; plus other role specific learning available through our award-winning digital learning platform - O2 Campus. 

We also believe a great work-life balance is important, so we’re open to considering candidates who are looking for flexible working arrangements. Like to know more, feel free to raise it.  

Join us and we’ll encourage you to be bold every day. So take a deep breath, your career is about to go to exciting new places. 

If you have any questions around the role then please email ResourceTUK@o2.com who will be happy to help.