Job Details

Senior Marketing Services Consultant (Loyalty Area)

MBR Partners Limited
Advertiser
MBR Partners Limited
Location
London
Rate
-
LOCATION: London
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SCOPE & PURPOSE OF THE JOB:

You will be responsible for Marketing Services for your allocation of My client’s customers around EMEA and take ownership of services and value driven revenue from those customers. You will be part of our Client Services team in EMEA, which owns My client’s end client’s in-life programmes and manages both client retention and growth by providing proactive strategic recommendations and operational delivery of marketing programmes.

You will head up lead a services team, managing the multi-functional team of Analysts and Marketing Specialists that deliver the service to My client’s end clients in EMEA. You will work closely with the Sales and Technology responsible for in EMEA.

You have a tangible track record of driving loyalty and marketing programmes. You have a data driven marketing background with a track record of driving marketing KPIs. You have successfully managed large-scale marketing programmes in the past. You will be assigned ownership of a set of clients and be responsible for the marketing strategy and operations on customer base management and loyalty programmes for those clients.

My client is a matrix organisation and the members of staff in Sales, Technology, Finance and HR report into global team, and will not report into this role.

KEY RESPONSIBILITIES:

Client Management
• To build strong client relationships at the highest level and act as a key point of contact for clients at both a strategic and operational level
• To develop an intimate knowledge of your client’s business strategy, challenges and competitors
• To personally manage a number of clients purchasing services
• Responsibility to ensure invoicing is triggered on-time by the Finance team and support the Finance team on timely cash collection

Marketing Service
• Driving Marketing Services work to define the strategic plan and tactical operations for our clients programs.
• Leading in the delivery of marketing consultancy for clients including:
— Business Case/Model
— Input to Functional Specifications for Programmes
— Clustering/Segmentation
— Exploratory Analysis
— High Level Campaign Strategy
— Propensity modeling and Predictions
— Detailed Campaign Strategy
— Definition of KPI Reporting
— Marketing Training/Support
— Loyalty Programme Rewards Optimization
— Global Benchmark Review
• Leading in the operational delivery of marketing programs including:
— Campaign Report Set-Up
— Detailed Campaign Plan
— Test & Learn Campaigns
— Multivariate Campaign Testing
— Interpretation of KPI Reporting
— Campaign Audit
— Campaign Reporting
— Ad-hoc campaign analysis
— ROI analysis
• Developing the Marketing competency by up-skilling your team
• Developing and agreeing a Marketing plan for the CBM and loyalty programmes under your management and driving the service KPIs through your team
• Agree a set of target KPIs for the programs with your clients and drive the results with your team
• Developing a roadmap for your services, and agreeing a service roadmap with your clients to generate additional revenue for My client.
• Ensure My client’s best practice marketing execution is implemented in the services you are responsible for
• Support in the development and refinement of best practice in client servicing and participate in regular sessions with other Marketing Services team members to share knowledge and experience
• Arrange, prepare and conduct regular Service Review meetings and in conjunction with the Technical team
• Provide the client with detailed analysis and recommendations based on strategic business goals
• Review and sign off the Service KPIs, SLA
Programme Management of existing Programs
• Coordinate with cross functional teams ensure delivery of agreed milestones to the clients
• Manage the governance of the programs with the clients
• Manage the prize pool for the loyalty programs
• Oversee the customer care function for the programs

Product Support
• Become an expert on the platform with the ability to discuss and present the benefits of the platform
• Work with the Head of Client Services and the Product team to understand clients’ new product requirements and feed into product roadmap

Resource Management
• Resource planning (to obtain assignment of appropriate team members to projects, to resolve issues)
• Monitoring cost of the services you manage to ensure planned level of profitability combined with client satisfaction and retention
• Motivating and assisting technical and sales managers to achieve targets by regularly monitoring and communicating progress, providing support and taking action where necessary

Sales and Pre-Sales Effort
• Drive in the identification and development of new up-sell opportunities including Change Requests with existing clients
• Support in the creation, negotiation and commercial management of Change Requests with the client and internal teams
• Provide cross-sell support to the Sales team with existing clients
• Provide support for new sales opportunities and design Programs for new services
• Support Sales in the implementation of the Contact Strategy for your accounts
• Contribute to the creation and execution of the Account Development Plan to facilitate the growth of your accounts
• Drive the creation of value propositions for all My client products with other Marketing Services team leaders
• Develop strategies with clients to enhance absolute value is driven from our product portfolio
• Contribute to the process to win new business

KEY PERFORMANCE MEASURES:
• Revenue vs. budget
• Programme KPIs vs. Success KPIs agreed with clients
• Customer satisfaction vs. baseline
• Cost of the Services as a % of Revenue
• Renewals and new sales to existing customers

SKILLS PROFILE:

• You have a tangible track record of driving loyalty and digital marketing programmes (ATL (above the line) and BTL (below the line) / . You have a data driven marketing background with a track record of driving marketing KPIs. You have successfully managed large-scale marketing programmes in the past.
• Your insight of your clients must be second to none. Your client is your business and you must know everything about them to enable you to solve the issue at hand and increase your client’s revenue
• Background in an Agency business is preferred
• Background in the Mobile industry a bonus, but not a must
• Extensive experience in building and presenting detailed analyse and influencing decision makers
• Excellent interpersonal skills are critical
• Operating in multicultural environments
• Experience working in matrix organisations
• Having worked in Operational environments
• Be comfortable doing detailed work and operating at a strategic level
• Comfortable in a fast pace environment
• Manage virtual teams of people remotely across countries
• Fluency in English is mandatory
(#1293-MH1036)

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