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