At a Glance
- Tasks: Manage and optimise CRM campaigns to enhance customer engagement and retention.
- Company: Join Truespeed, a growing challenger brand in the broadband industry.
- Benefits: Enjoy hybrid working, pension scheme, life insurance, and health benefits.
- Other info: Be part of a diverse team that values unique perspectives and ideas.
- Why this job: Make a real impact on customer experience and help communities access better broadband.
- Qualifications: Experience in CRM or customer marketing with strong copywriting and data-driven skills.
The predicted salary is between 50000 - 50000 £ per year.
Help us grow and retain a truly better broadband experience. At Truespeed, we're building the future of broadband across the South West with our rapidly growing full-fibre network. We're already connecting over 40,000 customers across more than 180,000 homes, and we're continuing to expand bringing faster, more reliable broadband to communities across the region. We're proud of the customer experience we deliver, but as competition increases, our focus is on keeping customers engaged, loyal and maximising the value they get from their Truespeed experience.
We're looking for a Customer Base Manager to help us improve retention, increase customer value and deliver smarter, more effective customer communications throughout the lifecycle. This is a hands-on CRM and customer marketing role where you'll take ownership of campaigns from early customer engagement through to renewal and retention. You'll combine data, insight and creativity to improve performance and help Truespeed continue to compete as a challenger brand.
What you'll be doing:
- Build, manage and optimise CRM campaigns using HubSpot (or a similar platform)
- Create automated and triggered customer journeys, including renewals, end-of-contract communications, upsell/cross-sell activity and engagement campaigns
- Write clear, engaging customer communications and improve performance through testing and optimisation
- Monitor campaign results and use data insights to improve engagement and retention
- Support customer lifecycle marketing activity and identify opportunities to reduce churn
- Work closely with Marketing, Sales, Customer Service, Data & Analytics and Technical teams to improve customer experience and campaign effectiveness
What we're looking for:
- Experience in a CRM, customer marketing or email marketing role, with the ability to manage campaigns from planning through to delivery and optimisation.
- Hands-on experience using a CRM platform such as HubSpot, including workflows, automations and campaign delivery
- Experience with customer lifecycle marketing and segmentation
- Strong copywriting skills with excellent attention to detail
- A data-driven approach, using insight to improve campaign performance
- Experience running tests and optimising customer communications
- The ability to manage multiple priorities in a fast-moving environment
- Experience in telecoms, broadband, subscription services or a similar customer lifecycle business would be an advantage.
You'll be someone who is:
- Hands-on, organised and delivery-focused
- Curious and always looking for ways to improve
- Commercially aware and customer-focused
- Comfortable collaborating across different teams
- Excited by the opportunity to help grow a challenger brand
Why join us?
You'll be joining a growing challenger brand where your work will have a direct impact. This is an opportunity to shape how we communicate with thousands of customers, improve retention and help more communities experience truly better broadband.
Our benefits package includes:
- Hybrid working
- Pension scheme
- Life insurance
- Access to a full suite of employee benefits covering health, lifestyle and financial wellbeing, including 24/7 online GP access
- Free onsite parking
Ready to Apply?
We're reviewing applications on a rolling basis, so we encourage early submissions. We're proud to be building a diverse and inclusive team at Truespeed, where people can bring their whole selves to work and feel supported to do their best. We value the unique perspectives, experiences and ideas that every individual brings, and we believe this makes us stronger as a business. We welcome applications from all backgrounds and are committed to creating a fair and inclusive recruitment experience for everyone.
Please note: You must have valid authorisation to work in the United Kingdom, as we are unable to offer sponsorship for this position. No agencies, please.
Customer Base Manager in London employer: Truespeed
Truespeed is an exceptional employer that values its employees by fostering a dynamic and supportive work culture in Aldham. With a focus on professional growth, the company offers ample opportunities for development and a competitive salary, alongside flexible hybrid working arrangements that promote work-life balance. Joining Truespeed means being part of a forward-thinking team dedicated to making a meaningful impact during exciting periods of growth and change.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Base Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Truespeed. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Truespeed before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Base Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Truespeed:Your cover letter is your chance to shine! Tell us why you want to work at Truespeed specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Truespeed!
How to prepare for a job interview at Truespeed
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
