We’re changing customer marketing through the delivery of 121 customer communications & offers controlled through a centralised decisioning system. Over the next 3 years we’ll transform customer marketing to become more personalised, more relevant and frankly more joined up.  This is where you come in.   

We need a strong thought leader to drive the strategy for ‘Always on Marketing’ and determine how it gets delivered through our transformation programme:  how we manage the arbitration of offers & messages, how we should integrate inbound and outbound marketing and how we join this up across channels.   

What will you be doing?  
You will lead the Customer Centre of Excellence (CoE) and be accountable for its overall performance. You will be accountable for the Intent Strategy, Arbitration and Contact Strategy within Pega with key collaboration from Product Owners and Commercial Managers. 

You will design the high-level customer journey orchestration and be accountable for inbound customer next best action across all channels. You will monitor and report on effectiveness in delivery to customer and business needs. 

You will work at the cutting edge of customer marketing and have the chance to shape the direction of 121 marketing for a fast growing, ambitious, challenger brand.

Who are we looking for?   

• You will have extensive experience of advanced CRM, customer decisioning systems and customer contact strategies – both outbound and inbound.
• Ideally you will have experience of Pega Marketing, but your experience could have been with SAS, Pontis, Adobe or a similar Enterprise Grade decisioning system.
• You will understand how to exploit the maximum advantage of customer decisioning systems across digital and offline channels.
• You may have worked in Telco, but your experience could equally be in Banking/Financial Services, Energy, Travel or another large organisation managing a significant customer base.
• You will be am experienced leader who is able to develop a customer strategy and demonstrate a track record of driving significant organisation change, facing off to senior leadership teams.

What’s in it for you? 
An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. We’re proud to provide a Reconnect programme with flexibility for individuals returning to work after a career break. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone. 
  

Together we can 
 
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.