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About the Role
The Associate Director for Lifecycle, CC Outbound, owns the outbound call center channel strategy and performance for millions of former customers across all 17 international markets and all brands. This role requires a CRM expert interested in running Call Center strategy with a high level of autonomy and agility. You will own strategic development, performance, and innovations for this channel, working closely with the Call Center Operations team. Your scope includes steering performance, managing budgets, and implementing strategies to unlock a better customer experience, considering country-specific idiosyncrasies. You will also develop this channel into a prime source of customer sentiment insight and inspiration for product improvements at scale, potentially through AI tools. Additionally, you will own channel performance, setting targets with local market CMOs and steering conversions, cost, and ROI with the VP of customer care and operations managers. If you want to own a critical channel for valuable customer groups and develop strong CRM strategy and execution muscles, we want to hear from you!
Responsibilities
- 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.
- Work with L&D, Brand, and local teams to enrich agent training, adding local context, addressing customer needs, and optimizing the customer pitch.
- Test personalized offers for customers.
- Utilize AI tools to improve customer interactions and call content.
- 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 through quality assurance measures.
- 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.
Requirements
- 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.
Skills
- CRM
- Call Center Strategy
- Lifecycle Marketing
- Campaign Management
- Data Analysis
- AI Tools
- Experimentation/Testing
Location
- Berlin-Kreuzberg
Work Type
- Flexible working hours
- Work From Home
- Work from Abroad
Experience Level
- Associate Director
Benefits
- 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
About the Company
- 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.