What is the purpose of the role?
Due to expansion within our wider marketing team we are recruiting for an experienced Channel Strategy Manager to join our team in Central Reading, Berkshire. This role sits within the Customer Base and Channel Management team and is responsible for developing the strategy for the company relating to channel utilisation and optimisation. The purpose of this role is to establish governance around our channel performance, by developing, alongside Finance and Operational teams, our cost to serve model and channel economics in order to support our omni-channel business strategy. The role will define the strategy and lead the product ownership of inbound and outbound customer interaction channels (IVR, Email, SMS, Service Interaction communications) and future interaction channels.
What makes this role unique?
This role will work closely with Digital to align the digital channel strategy with our overarching customer channel strategy and work with the Digital factory to provide business requirements for technological improvements. We have an ambitious challenge to transform our customer experience and this role is pivotal in delivering on our channel shift and customer engagement vision. This is an exciting and demanding role in an ever changing, fast paced organisation.
What will this role involve?
Key responsibilities for the Channel Strategy Manager:
Develop and own the cost to serve model for channel performance and develop the strategy to support channel shift and contact mitigation.
Analyse customer channel performance to determine channel economics and value.
Lead product ownership of customer interaction channels (IVR, Email, SMS, Service Interaction communications) and future innovative channels.
Own the performance of the channel effectiveness in key customer interactions, and drive continuous optimisation of the channels (including a roadmap of improvements).
Develop contact strategy for key service journeys based on channel performance analytics.
Definition of the optimal channel mix to achieve desired business outcomes.
This role will align closely to our new SAP billing implementation project to ensure our delivery of this programme is in line with our overarching channel strategy.
What are we looking for?
Ideally you will be degree qualified with a commercial understanding of channel management. We are looking for someone with previous marketing knowledge of campaign management to drive channel optimisation. You will have an understanding of customer analytics and segmentation, an ability to think strategically and possess excellent verbal, written and communication skills. You will need good Program management skills, be customer centric and be a self-starter, who can work in complex business environments. An ability to work across multiple business areas is essential. You will also be metrics driven with strong reporting skills to ensure everything we do is effective and delivers value.
Thames Water information and salary details
This role is based in our Head office in Reading, located close to Reading train station, offering a salary of up to £46,000 depending on your level of experience. We have a range of company benefits including an excellent contributory pension scheme, season ticket loans, paid volunteering days and much more.
About Thames Water
Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.
We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 23/10/2018.