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- Tasks: Support customer engagement through data-driven communications and optimise multi-channel campaigns.
- Company: Join Virgin Media O2, the UK's fastest broadband network and a beloved mobile brand.
- Benefits: Enjoy a fantastic reward package with flexible benefits to support you and your loved ones.
- Why this job: Be part of a diverse team that champions innovation and values inclusivity in the workplace.
- Qualifications: Experience in CRM environments and familiarity with Braze or similar systems is essential.
- Other info: This role requires travel to the London Paddington office at least once a week.
The predicted salary is between 36000 - 60000 £ per year.
About the role
(Travel required to our London Paddington office, minimum once per week)
Support the Product Owner in driving customer engagement and growth through a data-driven, personalised communication approach, ensuring alignment, optimisation and innovation across all customer touchpoints to drive overall business growth and hit Tier 1 VMO2 KPIs
Key Responsibilities & Accountabilities
- Strategy implementation: Support the Product Owners in the development of our data-driven comm\’s engagement strategy – you’ll achieve this by sending customer-centric communications driven by data with a strong focus on relevance recognising user needs and expectations, and those of the business. Implement multi-channel campaign strategy
- Optimisation: Work closely with your Comm\’s Product Owner in a matrix team and as part of an agile squad, to plan, define and optimise the campaigns ensuring that they are customer-centric and delivering business value. Ensure the end-to-end journey is optimised to deliver the desired goal against a clear set of objectives and key results and meaningful metrics. Optimise communications in our centralised comm\’s platform, Braze, ensuring they can be measured, tested, improved and scaled
- Comm\’s management: Lead and handle the day-to-day delivery of comm\’s and longer-term programme improvements
- Innovation: Develop and implement new innovative projects and campaigns against marketing briefs, to help drive incremental value against our critical metrics
- Collaboration: Collaborate and plan with cross-functional teams across Commercial, Digital, Operations to ensure alignment and consistency in customer experience and interactions
- Performance: Apply a data-driven approach, monitoring performance and reporting across campaigns, customers and promotions against our KPIs. Drive experimentation and value measurement, look for opportunities to measure value of the campaign strategy in impacting adoption, attention, and ultimately Customer Lifetime Value
- Implementation: Leverage Braze and intelligently use data to deliver highly personalised experiences, automating the process along the way and building up opportunities for machine learning
- Quality: Ensure quality control of all information released
- Migration: Support ongoing communications migration roadmap, including running the discovery migration, and briefing capabilities requirements to enable the completion of the migration
The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK\’s biggest companies too.
Diverse, high performing teams – jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.
Together, we are Virgin Media O2, and we can\’t wait to see what you can do.
Accessible, inclusive and equitable for all
Virgin Media O2 is anequal opportunities employer and we\’re working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.
The must haves
In order to be considered, you must have the following experience;
- Prior experience working in a CRM centric environment
- Experience of working within Braze or similar advanced ESP system
- Excellent understanding of analytics and using data to help shape business and campaign decisions
- Flexible and comfortable working in a change-oriented, fast-paced environment
- Exceptional team member leadership skills, able to build strong cross functional relationships
We\’d also love you to bring;
– results focussed mentality
– Proven experience of being CRM/Agile/comms focussed.
Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.
Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.
If we feel like a place where you can belong, we\’d love to learn more about you as a person and your experience to date. Once you\’ve submitted an application the next steps of the process, if successful, are likely to include communication from the recruitment team.
When you apply, you\’ll be asked about any adjustments you might need to support the recruitment process. Let us know, and we\’ll be sure to discuss it with you.
Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.
Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.
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CRM Specialist x 3 employer: Virgin Media Ltd
Contact Detail:
Virgin Media Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Specialist x 3
✨Tip Number 1
Familiarise yourself with Braze and similar advanced ESP systems. Since the role requires experience in these platforms, being able to discuss your hands-on experience or any relevant projects will set you apart during interviews.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've used data to drive campaign decisions in previous roles. Be ready to discuss specific metrics and outcomes that demonstrate your impact on customer engagement.
✨Tip Number 3
Highlight your ability to work in a fast-paced, change-oriented environment. Share experiences where you successfully adapted to changes or led initiatives that required quick thinking and flexibility.
✨Tip Number 4
Emphasise your collaboration skills by preparing examples of cross-functional projects you've been involved in. Discuss how you built relationships with team members from different departments to achieve common goals.
We think you need these skills to ace CRM Specialist x 3
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in CRM environments, particularly with tools like Braze. Use specific examples that demonstrate your ability to drive customer engagement and optimise campaigns.
Craft a Compelling Cover Letter: In your cover letter, express your passion for data-driven communication strategies. Mention how your previous experiences align with the responsibilities outlined in the job description, especially your ability to collaborate with cross-functional teams.
Showcase Your Analytical Skills: Provide examples of how you've used analytics to shape business decisions in past roles. Highlight any specific metrics or KPIs you’ve worked with, as this will resonate well with the company's focus on performance.
Demonstrate Flexibility and Teamwork: Emphasise your adaptability in fast-paced environments and your leadership skills in team settings. Share anecdotes that illustrate your ability to build strong relationships across different functions.
How to prepare for a job interview at Virgin Media Ltd
✨Know Your CRM Tools
Make sure you have a solid understanding of CRM systems, especially Braze or similar platforms. Be prepared to discuss how you've used these tools in previous roles to drive customer engagement and optimise campaigns.
✨Showcase Your Data Skills
Since the role heavily relies on data-driven decision-making, be ready to share examples of how you've used analytics to shape business strategies. Highlight specific metrics you've tracked and how they influenced your campaign outcomes.
✨Demonstrate Collaboration Experience
This position requires working closely with cross-functional teams. Prepare to discuss instances where you've successfully collaborated with others, focusing on how you built relationships and aligned goals to achieve common objectives.
✨Emphasise Adaptability
The job environment is fast-paced and change-oriented. Share experiences that demonstrate your flexibility and ability to thrive in dynamic situations, showcasing how you adapt your strategies to meet evolving business needs.
