Customer Value Specialist

Here at Three, we’ve done things differently since day one.
We take the script and rip it up, we’re a big-hearted energetic bunch, striving for a better connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it… When these things combine, phenomenal things happen. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a supercharged and rich learning environment. We want you to become the best version of yourself.

Join us as a Customer Value Specialist
The Customer Value Specialist plays a key role in driving cross functional collaboration within the CVM function and ensuring value-driven management of our active customer base. You will focus on a specific segment (e.g. Billpay, Prepay, broadband) and you will be involved in planning, designing and implementation of value driven initiatives.

Reporting to Head of Customer Value Management (CVM)/Chapter Lead for Customer Base management – Consumer, the Customer Value Specialist will play a pivotal role in owning and driving the delivery of Prepay lifecycle strategies and plan for the Prepay segment customer base.

• Your focus will be on designing and implementing Below The Line campaigns, journeys and initiatives across all channels that retain the existing Prepay customer base, delivering on core KPIs with an emphasis on optimising customer lifetime value, mitigating churn and improving customer satisfaction, as well as creating and delivering best in class Journeys and experiences for all Prepay customers.
• You will work very closely with the Segments, Finance, Marketing, campaign delivery, Impact Measurement, Data Science, Digital, Retail, Services, and CVM teams to ensure the quality of the end deliverable in the market and to ensure delivery against our commercial objectives.
• Critical to success is extensive and effective collaboration with various stakeholders across the business. 

What else it involves:

• Act as a key member of Prepaid CVM Team, providing input on Quarterly/Yearly Roadmaps for the Segment, while focusing on Retention & Margin activities, for the Prepay Base
• Contribute to the achievement of macro commercial targets including budget setting, monthly forecasting, performance tracking and performance insights knowledge
• Design Customer lifecycle strategies and customer journeys to support the delivery of Prepay Segment KPIs for Churn, Retention and Upgrades
• Manage and improve customer lifecycle campaigns & journeys across multiple channels, ensuring an engaging and best in class customer experience
• Align with Propositions & Trading Experts within Prepay Team to ensure delivery of relevant propositions that will stabilise or reduce churn, increase ARPU & meet the needs of our existing customers
• Implement plans to increase customer engagement at all customer touch points and across all channels (retail, care, online, sales, email, app)
• Ensure on-going, effective cross-functional engagement with key business stakeholders to deliver agreed KPIs for Prepay Propositions
• Define requirements and works with the Marketing team to create engaging campaigns & journey content to support all initiatives
• Execute monthly and quarterly plans that maximise customer revenue through effective and targeted campaigns
  Monitor and report on the performance of BTL campaigns & journeys against agreed KPIs, while taking proactive actions to address improvements where needed
• Identify market opportunities, trends and threats and proposes appropriate actions that can then become targeted activities to engage and grow the base
• Proactively analyse customer data & insights to identify gaps and opportunities to generate and save revenue & margin
• Source and utilise deep insights to understand where there are commercial value opportunities and drive innovation in value management approach
• Execute targeted campaigns & journeys as identified within defined segment criteria in conjunction with the Engage Execution Team
• Ensure the outputs of all insights and analysis are used and turned into actionable plans to drive customer engagement and profitability
• Identify priorities for the segment team/squad and manage the backlog of activities
• Track and monitor performance against KPIs weekly, feeding into required forums
• Coordinate Post implementation review for each initiative, working with the business owner to ensure the reporting measures are in place and the reporting dashboard is ready and communicate Post Implementation reviews as appropriate
• Operate in an agile delivery model to ensure fast to market delivery
• Continually optimise activities through test, learn and iteration
• Is required to be flexible in this role and to carry out any other reasonable duties assigned to by line manager

The skills we are looking for:

• Extensive experience in below the line campaigns, journeys and lifecycle planning
• High-level understanding of mobile and internet technology and trends with great commercial acumen
• Strong Direct / Digital Marketing experience
• Experienced in developing clear action plans to implement customer insights.
• Confident in interpreting data and working with commercial and analytical stakeholders
• Strong problem solving skills, and the ability to think laterally to find workable solutions
• Excellent interpersonal and communication skills with strong ability to collaborate and influence
• Strong stakeholder management skills with ability to lead cross-functional teams
• Proactive, inquisitive approach, delves into numbers and reports to understand causes
• Ability to draw insights from data and to identify actions from these insights
• High Energy individual with a proven track record of operating in a dynamic, demanding & customer centric environment. 
• Agile delivery model experience

Benefits of Working at Three

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our office locations (3 days per week office based). Please see job description for the office location of this role
• Competitive salary, annual performance bonus & pension contribution
• 25 days holidays plus 2.5 company days
• Annual Leave buy or sell (buy or sell up to 5 days AL each year)
• Healthcare Insurance through our flexible benefits programme
• Life assurance, phone & laptop, subsidized canteen
• Access to learning & development tools
• Free on-site parking

You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. #Jobs Apply now at: https://www.three.ie/careers #THREE 

Three Ireland is proud to be an equal opportunities employer. If you do not ‘tick every box’ in the job description above, there are likely other valuable attributes and skills you have that would make you a great fit for the team. If you feel this role is for you, then please apply! We are committed to equal employment and growing a diverse workforce.
We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status, civil status or membership of the traveler community, and we want our teams to reflect this!

If you require reasonable adjustments at interview, please let us know when scheduling your interview, or alternatively please email recruitment.support@three.ie