The role holder will have a deep and extensive experience of complex multi-channel sales optimisation and in-depth knowledge of planning gained from several years.
The role holder will have a deep and extensive experience of complex multi-channel sales optimisation and in-depth knowledge of planning gained from several years of large scale customer contact strategy deployment. Will have a proven expertise in multivariate and other statistical analysis techniques (eg CHAID), developing business control models in order to maximise effectiveness of customer campaigns. Ability to translate complex concepts and analyses into bespoke and coherent operational strategies – championing their adoption by senior stakeholder and operational teams alike.
Responsible for ensuring the channel optimisation of customer contact, maximising best method of reaching customers in the target segments (DMC) via data purchasing, marketing campaigns, and workflow timing/scheduling. This role will have specific responsibility for all short, medium and long term sales channel delivery planning.
Several years experience of direct marketing strategy, campaign design and test, and commercial evaluation. Detailed knowledge of segmentation (socio-demographic, behavioural, etc) gained through actual deployment of large-scale acquisition & retention campaigns via a wide range of media. Experience of testing and deployment of bespoke segmentation in various industries. Designing and executing direct marketing campaigns to reach target customers (DMC and quote conversion) in order to deliver continuous improvement of renewal journeys for the customers – recognising and responding to different usage and risk of churn sub-segments. Development of models for predicting risk of churn for individual customers based on insight gathered through sales process and customer service
A Business expert on manpower planning, requiring a thorough knowledge of telephony planning systems such as Blue Pumpkin or Totalview, data warehousing applications; an expert in production planning, erlang and shrinkage targetry.
Comprehensive experience of the data sourcing and lead generation market-place, procurement, sourcing and deployment of data to maximise channel capacity. Working closely with Insight & Optimisation to build detailed knowledge of target segment attributes and together with detailed knowledge of channel dynamics and tactics work to maximise DMC and conversion. These plans must then be operationalised by the role holder for deployment by channels.
Integration of diverse stakeholders and functions to share common customer-driven objectives, leading cross-business teams (including marketing and service) to support customer contact strategies and to provide sales channels with volume and quality of data and leads to reach customers in target segments.
The ideal candidate will have the following skills/experience:
1. Strong leadership skills gained through significant experience of operating in senior management roles. Proven ability to manage and develop team of expert Analysts.
2. Thorough understanding of campaign management, call centre dynamics and telesales planning best practice
3. A minimum of 5 years experience in multi campaign call centre planning
4. Workforce and workflow planning in a complex multi stage telesales environment
5. Knowledge and understanding of call centre work flow management tools such as Blue Pumpkin or similar (Erlang C etc.)
6. Knowledge of customer marketing and campaign strategies and their implementation across multiple channels.
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