The CRM Operations team are responsible for managing, delivering and controlling communications to end customers across all aspects of the customers’ end to end lifecycle and across all channels within UKB (energy and Services). The purpose of this role is to ensure quality and timely delivery of all data outputs and to report on performance. This encompasses data files across Sales, Marketing, Operational Comms, Regulatory communications and Credit / Debt
Coordinate day to day data deliveries across sales channels, products and campaigns. Ensure timely delivery of data briefs and files and verify / quality check results and outputs. Receive daily/weekly data files - audit, process and deliver to the relevant stakeholders and be responsible for quality assurance in and out of the team Implement processes for ensuring a quality output in all selections, working with internal stakeholders, Data operations team members and third party agencies where appropriate Implement processes for ensuring agreement and sign off of selection, suppression and output criteria for all customer and prospect initiatives. Ensure all processes and business rules are documented, reviewed and communicated regularly Ensure all files and outputs are stored in a logical and easily accessible format Ensure compliance with contention management processes across customers and prospects through keeping a log of all outgoing communication files and ensuring they are all loaded into our campaign warehouse in a timely manner Ensure we are on track of and can report against key performance indicators for the team. Responsible for updating the logs on an ongoing basis and tracking and delivering the KPIs on a monthly basis Make sense of complex data through data manipulation and analysis, and present information for stakeholders to inform and make decisions Constantly seek and make recommendations for improvements to existing processes, investigate anomalies and issues and make recommendations for future development and improvements Proactively work with the data planners and external agency to drive efficiencies and automate BAU activity where possible. Liaise with 3rd party data suppliers. Ensure that all communications comply with internal and industry standard practices and compliance requirements in terms of application of marketing preferences and suppressions and frequency and number of communications
Ensure compliance with all relevant health, safety, environmental & associated legal requirements.
- Passion for data
- Good analytical and logical thinking for identifying errors, best uses of data and making of recommendations to processes and requests.
- Microsoft Excel (essential)
- Microsoft Access (essential)
- Microsoft Visio / Project / Powerpoint (desirable)
- SQL Server Management Studio and Language knowledge (desirable)
- Strong Customer focus
- Must have the ability to work under their own initiative, whilst seeking advice where appropriate
- Ability to work with ambiguity and uncertainty – often driven by incomplete / uncertain data
- Excellent attention to detail and quality focus
- Problem Solving
- Quality Focus
- Delivers Results
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PLEASE APPLY ONLINE by hitting the 'Apply' button. Please upload your cover letter and CV as one document.
Applications will ONLY be accepted via the ‘Apply’ button.
Agencies: This role is being handled by the Centrica recruitment team, NO agency contact is required. Centrica operates a preferred supplier list and when required, will source candidates through these agencies