SME Tribe – Senior Direct Communications Manager, Auckland


Role purpose: 
To plan, deliver and manage world class, market leading communications strategies, campaigns and communication to our prospects and customers.  To use Marketing Automation capability to plan and execute effective communication journeys to generate and nurture leads from prospects and customers. To provide consultative support to wider Enterprise Marketing and CVM teams on best practice use of Marketing Automation capability. To support Vodafone with direct customer communication and customer experience expertise. Manage and optimise the direct comms budget to enable the Enterprise Business Unit to achieve and exceed commercial (acquisition, churn, revenue growth), brand perception and NPS targets.




Key accountabilities and decision ownership: 


Direct communications strategy
• Development, management and delivery of direct customer communications strategy and campaigns.
• Provide strategic direct communications input into the development of propositions and segment plans.
• Plan and prioritise delivery according to business need, ensuring outcomes are achieved. 
• Provide expertise on best practice utilisation of Marketing Automation capability.


Campaign management 
• Development and execution of direct customer communication campaigns (acquisition, retention, compliance, service, brand engagement). Creating brand equity and delivering specific tactical objectives.
• Ensure that all campaigns are delivered on time, on Vodafone tone of voice, are legally compliant and error free. Provide timely reporting and measurement through the campaign.
• Confidently present creative concepts and customer experience to senior management and peers – clearly articulating alignment to business strategy and delivery of business objectives.
• Identify and manage the execution of improvements to campaigns (including assets and journeys) through analysis of customer behaviour utilising Marketing Automation capability.


Agency/Supplier Management 
• Writing and delivering clear, concise, customer insight led communications briefs that inspire our agency partners to deliver world class communications that meet or exceed business & brand objectives. 
• Ensure creative material delivered in a brand aligned and innovative way that meets brief and marketing communications objectives – challenge creative thinking and execution to ensure the best possible outcome 
• Ensure direct communication executed with precision ensuring quality, on time delivery and without error


Budget management
• Manage communication budget to ensure spend is maximised and is allocated in order to meet specific business outcomes
• Manage and provide regular monitoring, forecasting and reporting on budget to ensure spend remains within agreed parameters.
• Manage agency/supplier spend to maximise value for money, continually looking for cost reduction opportunity.


Support the development of a Customer Obsessed Team
• Drive a customer obsessed culture within team and wider organisation through relentless customer focus
• Drive to continuously improve our customer experience focusing on full end to end 
• Set and maintain minimum standards, never accepting below standard performance  
• Provide clear and effective senior support to the wider direct communications team to improve employee engagement
• Provide consultative support to the wider Enterprise Marketing and CVM teams on best practice use of Marketing Automation capability


Ensure the health, safety and well-being of yourself and our people  
• Take responsibility for your safety, and the safety of others including our contractors and supply chain partners, within Vodafone
• Report health and safety incidents or accidents
• Ensure compliance to all health safety and well-being policies
• Know and follow the Vodafone Absolute Rules at all times




Act in alignment with and promote the Vodafone Way behaviours - customer obsessed, innovation hungry, ambitious & competitive, one company & local roots, speed, simplicity and trust


Core competencies, knowledge and experience:
• Experience in direct communications execution
• Copywriting skills
• Commercial acumen
• Marketing Automation experience, preferably Oracle Eloqua




As part of the application process, should you be successful in being shortlisted for this position you may be required to complete an online digital interview.




With Vodafone, your unique talents and experience will help us deliver an unmatched experience to our customers and the communities we serve. In return you’ll enjoy equal opportunities in an inclusive and flexible working environment, in a diverse team of extraordinary people, while you’re growing your career here in Aotearoa, or globally.




The future is exciting… Ready









.


Role purpose: 
To plan, deliver and manage world class, market leading communications strategies, campaigns and communication to our prospects and customers.  To use Marketing Automation capability to plan and execute effective communication journeys to generate and nurture leads from prospects and customers. To provide consultative support to wider Enterprise Marketing and CVM teams on best practice use of Marketing Automation capability. To support Vodafone with direct customer communication and customer experience expertise. Manage and optimise the direct comms budget to enable the Enterprise Business Unit to achieve and exceed commercial (acquisition, churn, revenue growth), brand perception and NPS targets.




Key accountabilities and decision ownership: 


Direct communications strategy
• Development, management and delivery of direct customer communications strategy and campaigns.
• Provide strategic direct communications input into the development of propositions and segment plans.
• Plan and prioritise delivery according to business need, ensuring outcomes are achieved. 
• Provide expertise on best practice utilisation of Marketing Automation capability.


Campaign management 
• Development and execution of direct customer communication campaigns (acquisition, retention, compliance, service, brand engagement). Creating brand equity and delivering specific tactical objectives.
• Ensure that all campaigns are delivered on time, on Vodafone tone of voice, are legally compliant and error free. Provide timely reporting and measurement through the campaign.
• Confidently present creative concepts and customer experience to senior management and peers – clearly articulating alignment to business strategy and delivery of business objectives.
• Identify and manage the execution of improvements to campaigns (including assets and journeys) through analysis of customer behaviour utilising Marketing Automation capability.


Agency/Supplier Management 
• Writing and delivering clear, concise, customer insight led communications briefs that inspire our agency partners to deliver world class communications that meet or exceed business & brand objectives. 
• Ensure creative material delivered in a brand aligned and innovative way that meets brief and marketing communications objectives – challenge creative thinking and execution to ensure the best possible outcome 
• Ensure direct communication executed with precision ensuring quality, on time delivery and without error


Budget management
• Manage communication budget to ensure spend is maximised and is allocated in order to meet specific business outcomes
• Manage and provide regular monitoring, forecasting and reporting on budget to ensure spend remains within agreed parameters.
• Manage agency/supplier spend to maximise value for money, continually looking for cost reduction opportunity.


Support the development of a Customer Obsessed Team
• Drive a customer obsessed culture within team and wider organisation through relentless customer focus
• Drive to continuously improve our customer experience focusing on full end to end 
• Set and maintain minimum standards, never accepting below standard performance  
• Provide clear and effective senior support to the wider direct communications team to improve employee engagement
• Provide consultative support to the wider Enterprise Marketing and CVM teams on best practice use of Marketing Automation capability


Ensure the health, safety and well-being of yourself and our people  
• Take responsibility for your safety, and the safety of others including our contractors and supply chain partners, within Vodafone
• Report health and safety incidents or accidents
• Ensure compliance to all health safety and well-being policies
• Know and follow the Vodafone Absolute Rules at all times




Act in alignment with and promote the Vodafone Way behaviours - customer obsessed, innovation hungry, ambitious & competitive, one company & local roots, speed, simplicity and trust


Core competencies, knowledge and experience:
• Experience in direct communications execution
• Copywriting skills
• Commercial acumen
• Marketing Automation experience, preferably Oracle Eloqua




As part of the application process, should you be successful in being shortlisted for this position you may be required to complete an online digital interview.




With Vodafone, your unique talents and experience will help us deliver an unmatched experience to our customers and the communities we serve. In return you’ll enjoy equal opportunities in an inclusive and flexible working environment, in a diverse team of extraordinary people, while you’re growing your career here in Aotearoa, or globally.




The future is exciting… Ready









.

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