Smart Campaign Lead

Smart Campaign Lead

Aspect House, Glasgow (hybrid)

Salary starting at £38,442 + excellent benefits

Closing date- 13th of February

Help us create a better future, quicker!

Reporting to the Customer Engagement Manager, this role will be responsible for supporting the creation (messaging, content and design) and execution of all smart related customer communications pre, during and post install including pre-appointment reminders, refusal communications and leave behind material as well as all proactive multi-channel customer campaigns designed to generate smart meter installation appointments in line with the overall demand plan.

The role holder will be responsible for monitoring campaign conversion rates by MOP by postcode, taking into account previous contact history for every eligible customer, highlighting issues or opportunities to the Campaign Manager and Customer Engagement Manager to ensure we are continually testing and learning and improving the efficiency and effectiveness of our communications.

The role holder will also be responsible for providing communications/briefing support to other channels across Retail who generate smart appointments, ensuring consistency of message. Vital to the task is developing a strong working relationship with these teams as well as with Marketing, Data, Digital and CoE who are critical to supporting execution of our customer communications strategy.

• Supporting the Campaign Manager with the daily customer campaign picklist selection, in line with agreed strategic priorities for campaign i.e. new customers/post failure/no slots etc to meet the Demand Plan and our regulatory requirements and ensuring the selection of customer records at the necessary volumes at a MOP and postcode level to generate sufficient appointments to fill the diary
• Working with the outsourced partner lead to ensure there is a co-ordinated approach to smart customer communications, messaging, scripting, agent briefings across all proactive channels
• Supporting the Campaign Manager in ensuring accurate performance measurement and reporting for proactive customer contact attempts by channel/campaign/message, smart appointment generation (forward view of appointment pipeline/attribution by channel/conversion rates), unsuccessful contact attempts (no response/active refusals, no slots/register your interest etc.) and keep warm performance (where appointment went ahead/reschedules/cancellations/aborts) etc.
  
  - adopting a test and learn approach
• Supporting the Campaign Manager in the development of the messaging/content/design of all smart customer communications including pre-appointment, during and post install including appointment reminder communications, refusal communications and all leave behind material, ensuring they cost effectively elicit the intended customer response and that we comply with any related SMICoP obligations
• Supporting other channels - Customer Service, Debt, New Connections, Landlord, Change of Tenancy, Change of Supplier, Change of Mode and all transactional communications through supporting the provision of content/messaging of all smart related communication requirements through these channels, supporting any specific campaign requirements, providing briefing materials, training support, call scripting and supporting call listening ensuring the messaging and communications approach is effective and in line with the proactive approach
• Briefing our internal Marketing, Digital and Data Teams and external agencies (as necessary) on all smart related customer communications, new campaigns, website/app updates, changes to existing campaigns or changes to our contact and monitoring approach
• Support with media enquiries or customer complaints relating to smart communications
• Support any industry pilots/projects relating to smart customer engagement i.e. BEIS Local Pilots across the Smart Programme as directed by the Customer Engagement Manager
• Monitor customer feedback on smart messaging content/approach for all smart related communications and suggest improvements to content/approach to improve our customer experience
• Support the unlocking of campaign…