Associate Director Marketing Lifecycle, CC outbound

Description

The Associate Director for Lifecycle, CC Outbound, owns the outbound call center channel strategy and performance for millions of former customers across all 17 of our international markets and all our brands. We are looking for a CRM expert, who is interested in running strategy for Call Center, with a high level of autonomy and agility. You will own the strategic development, performance and strategic innovations for this channel, working closely with the Call Center Operations team. Your scope includes steering performance and managing budgets, implementing strategies that will unlock a better customer experience, under consideration of country-specific idiosyncrasies. It also means developing this channel into one of our prime sources of insight to customer sentiment and inspiration for product improvements at scale (e.g., through the use of AI tools). Moreover, you will own the performance of this channel, which includes setting targets together with our local market CMOs and day-to-day steering of conversions, cost and ROI together with our VP of customer care and his operations managers.

If you want to own a critical channel for one of our most valuable customer groups and develop a strong muscle in driving CRM strategy and execution, we want to hear from you!

Above all, we are looking for people who will make HelloFresh better. We believe there are many different ways of developing skills and we love diverse experiences! So even if you don’t “tick all the boxes” but think you’d thrive in this role, we would really like to learn more about you.

CRM Strategy Development:

Develop and implement annual strategic plans for Call Centre Outbound initiatives

Manage the CC Outbound for the full customer lifecycle, from leads to reactivation

Collaborate with CC Operations, cross-functional teams, local markets and international marketing leadership to align strategies with overall business goals.

Personalization of Customer Interaction

Work with L&D, Brand and local teams to enrich the training for agents, adding the local context, address the customer needs and have the best pitch for the customer

Test personalized offers for customers

Utilize AI tools to improve customer interactions and call content

Call Centre Outbound Campaign Management:

Design and execute outbound communication campaigns. Provide guidance on campaign targeting, messaging, incentives and timing to maximize conversion rates.

Own and steer campaign performance, maximizing ROI and effectiveness.

Ensure all outbound communication activities comply with relevant regulations and internal expectations (e.g., via quality assurance measures)

Data Analysis and Tech Tooling:

Leverage data analysis to identify, test and evaluate impactful reactivation strategies and improvement opportunities

Evaluate and implement CRM tools to enhance the efficiency and effectiveness of outbound initiatives, coordinating with Call Center Operations and CommsTech.

What you’ll bring

Experience in and a passion for delivering excellent and effective customer experiences (e.g., working in CRM/Lifecycle Marketing, campaign management, Product, etc.)

Strong interpersonal skills with an ability to influence and motivate people at all levels within international environments and across a broad variety of job functions.

Strong ownership mentality and drive to deliver results, including experience with prioritizing for highest impact and managing trade-off decisions in a fast-paced environment.

Strong analytical skills and the ability to derive actionable insights from data

Ideally hands-on experience working with or in Call Centres

Ideally experience in Experimentation/Testing

Responsibilities

• The Associate Director for Lifecycle, CC Outbound, owns the outbound call center channel strategy and performance for millions of former customers across all 17 of our international markets and all our brands. We are looking for a CRM expert, who is interested in running strategy for Call Center, with a high level of autonomy and agility. You will own the strategic development, performance and strategic innovations for this channel, working closely with the Call Center Operations team. Your scope includes steering performance and managing budgets, implementing strategies that will unlock a better customer experience, under consideration of country-specific idiosyncrasies. It also means developing this channel into one of our prime sources of insight to customer sentiment and inspiration for product improvements at scale (e.g., through the use of AI tools). Moreover, you will own the performance of this channel, which includes setting targets together with our local market CMOs and day-to-day steering of conversions, cost and ROI together with our VP of customer care and his operations managers.
• If you want to own a critical channel for one of our most valuable customer groups and develop a strong muscle in driving CRM strategy and execution, we want to hear from you!
• Above all, we are looking for people who will make HelloFresh better. We believe there are many different ways of developing skills and we love diverse experiences! So even if you don’t “tick all the boxes” but think you’d thrive in this role, we would really like to learn more about you.
• CRM Strategy Development:
• Develop and implement annual strategic plans for Call Centre Outbound initiatives
• Manage the CC Outbound for the full customer lifecycle, from leads to reactivation
• Collaborate with CC Operations, cross-functional teams, local markets and international marketing leadership to align strategies with overall business goals.
• Personalization of Customer Interaction
• Work with L&D, Brand and local teams to enrich the training for agents, adding the local context, address the customer needs and have the best pitch for the customer
• Test personalized offers for customers
• Utilize AI tools to improve customer interactions and call content
• Call Centre Outbound Campaign Management:
• Design and execute outbound communication campaigns. Provide guidance on campaign targeting, messaging, incentives and timing to maximize conversion rates.
• Own and steer campaign performance, maximizing ROI and effectiveness.
• Ensure all outbound communication activities comply with relevant regulations and internal expectations (e.g., via quality assurance measures)
• Data Analysis and Tech Tooling:
• Leverage data analysis to identify, test and evaluate impactful reactivation strategies and improvement opportunities
• Evaluate and implement CRM tools to enhance the efficiency and effectiveness of outbound initiatives, coordinating with Call Center Operations and CommsTech.
• What you’ll bring
• Experience in and a passion for delivering excellent and effective customer experiences (e.g., working in CRM/Lifecycle Marketing, campaign management, Product, etc.)
• Strong interpersonal skills with an ability to influence and motivate people at all levels within international environments and across a broad variety of job functions.
• Strong ownership mentality and drive to deliver results, including experience with prioritizing for highest impact and managing trade-off decisions in a fast-paced environment.
• Strong analytical skills and the ability to derive actionable insights from data
• Ideally hands-on experience working with or in Call Centres
• Ideally experience in Experimentation/Testing

Benefits

• Modern and comfortable working space with great co-workers in Berlin-Kreuzberg
• Discount for HelloFresh boxes and Convini products
• Development possibilities along with internal trainings and a yearly Learning & Development budget
• Flexible working hours including Work From Home/Work from Abroad/Sabbatical Policy, as well as a home office set up budget
• Extensive Onboarding and Buddy Program
• Social events including team events, Friday beers, company runs, book club, etc.
• Discounted fitness offers with our Urban Sports Club and John Reed partners and yoga classes
• Well-being initiatives in cooperation with Headspace and Spill
• Childcare and company pension scheme benefit
• Monthly transportation budget via NAVIT