About the role

The Customer Communications Strategy Manager will be the guardian of the customer perspective in the assigned lifecycle and product. You will need to understand the customer motivations, needs and insights and integrate them into a comprehensive multi-channel communication strategy.  Your main aim will be to use data and a strategic mindset to engage the customer, address their product aspirations and maximise retention, engagement and customer satisfaction. 

What you will do

• Develop a comprehensive global customer communication strategy for the assigned lifecycle stage and tailored to the brand, product and customer
• Initiate the requirement and manage the development process of global creative that has a laser focus on the customer insight and delivers customer engagement and response
• Work with creative agencies, internal and external, creating precise insight-led briefs and steering the creative process that will drive engagement and response
• Own the delivery of creative, through internal/external providers but also by developing copy where necessary
• Lead on-going segmentation of the customer base in the lifecycle stage to identify insights and target customer segments with specific campaigns
• Work closely with the Customer Strategy team to prioritise campaigns and offers from a customer perspective and ensure that communication strategy also delivers to their objectives and expectations
• Develop and deliver local, personalised and targeted campaigns using relevant customer channels such as onsite messaging, email, SMS, push notifications and Social Media.
• Develop campaigns based on specific customer profile, behavioural or events and continually optimise through a test and learn approach
• Work closely with the CX team and the data team to initiate research projects, both qualitative and quantitative, to uncover customer insight
• Deploy the promotion budget profitably through robust planning, execution and analysis
• Support triggered email program tests, including test setup, validation, and review
• Own the mobile experience of campaigns 
• Ensure that the brand tone is deployed consistently for each brand and lead the brand tone guardianship for the brand assigned
• Ensure that the campaign execution and delivery is completed as per plan and all the relevant stakeholders are informed of the volumes, performance and outcomes
• Carry out comprehensive promotion and campaign analysis on a monthly basis and present to the key stakeholders

What have you done?

• Strategic direct marketing experience with an ability to innovate, implement and optimise
• Have an understanding of customer needs and customer profiling
• Exposure to working with creative agency partners in the development of effective direct marketing creative
• Data literate with an ability to extract customer insight from data
• Experience of implementing, driving and managing complex multi-channel campaigns
• Educated to degree level, marketing qualification would be preferred
• Experience within the online gaming sector and an interest in its product offering is desirable

Application process

Click on the "Apply Now" button and complete the short web form. Please add a covering letter to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.