GVP, CRM Marketing
About the Company
High-quality provider of TV, internet & voice services
Industry
Telecommunications
Type
Subsidiary of a Public Company
Founded
1993
Employees
10,001+
Categories
- Networking
- Public Relations
- Digital Entertainment
- Internet
- Telecommunications
Specialties
- TV
- Internet
- and Voice
Business Classifications
- B2C
- ISP
About the Role
The Group Vice President of Customer Relationship Management Marketing (GVP, CRM Marketing) is a senior leadership position that will oversee Marketing responsibilities for all aspects of the customer relationship including, communications, retention, engagement, upgrade, upsell, and loyalty programs with the goal of building long term customer relationships. This position is responsible for supporting a customer-first culture and leveraging data driven insights to drive growth across all lines of business (Video/App, Voice, Internet, Mobile) for residential and business customers (includes multi-cultural communications). This role will be responsible for deepening the customer relationship and driving customer satisfaction and retention. Responsibilities: Actively and consistently supports all efforts to simplify and enhance the customer experience. Serve as primary executive responsible for all customer marketing programs including required external communications. Develop and execute customer-centric marketing strategies by identifying customer needs and designing targeted campaigns. This includes customer retention and engagement initiatives. Identify high churn risk events and use marketing to improve customer retention during these times. Create corporate customer communication strategies for residential and business customers to provide adequate notification of initiatives, including dates, impact, benefits, and actions necessary by customers. Initiatives include all equipment programs, mergers and acquisitions, programming changes and suspensions with customers, network and customer migrations, etc. Develop CRM platform(s) to collect and analyze customer data to utilize these insights to personalize and optimize marketing efforts. Understand the customer lifecycle by segment to create positive customer experience through ongoing research, testing and analysis (remove barriers to achieving key milestones). Develop compelling value propositions to resonate with customers. Create, test and manage loyalty initiatives to increase customer lifetime value. Collaborate with teams to align on strategies, service and sales initiatives to ensure a seamless customer experience. Create opportunities to enhance the customer experience and the brand. Identify and pursue new opportunities to drive sales through upgrade and uptier of services. Advance digital and social media strategies to drive user engagement and build a community Partner with research team to identify trends, customer insights, and competitor activity Direct and manage welcome digital programs and materials, including customer guides and other related collateral provided at time of installation. Responsible for company Annual Notices & Customer Personal Security initiatives (CPNI). Relationship management with vendors including print, email, SMS and automated calls. Work with sales, product development, customer operations and other teams to ensure alignment and constructive collaboration across business functions. Monitor and analyze performance to identify areas of improvement. Track key performance indicators to evaluate the effectiveness of marketing campaigns and data driven adjustments. Prepare comprehensive marketing reporting for leadership, highlighting key insights and ROI. Presentation to C-Suite, executive team. Develop and manage budget. Lead and mentor a high performing CRM Marketing team.
Team Size
28
Direct Reports
3
Travel Percent
Less than 10%
Functions
- Marketing
Skills
- Leadership required
- Marketing Campaign Management required
- Marketing required
- Marketing Analytics required