Customer Experience + Lifecycle Marketing Manager

InPost UK; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

Join a dynamic and innovative firm as a Senior Customer Experience + Lifecycle Marketing Manager. In this pivotal role, you will lead the charge in transforming customer engagement through strategic lifecycle marketing initiatives and enhancing the overall customer experience. Collaborate with a talented team to develop impactful campaigns, analyze customer feedback, and drive continuous improvement across all consumer touchpoints. This is an exciting opportunity to make a significant impact in a fast-paced environment that values creativity and teamwork. If you're ready to embrace a challenge and make a difference, this role is for you!

Benefits

Enhanced Annual Leave - 26 Days Plus the Option to Buy Additional Days

Vitality Health Care

Work from Anywhere - 4 Weeks per year

Enhanced Parental Leave

Rail Loan

Volunteering Days

Hybrid Working

Bring Your Dog to Work Day (Every Friday)

Qualifications

• Experience in customer experience and lifecycle marketing.
• Strong analytical skills to drive consumer engagement.

Responsibilities

• Lead consumer lifecycle communication strategy and campaigns.
• Manage and improve all consumer touchpoints and journeys.

Skills

Customer Experience Management

Lifecycle Marketing

Data Analysis

Stakeholder Management

Social Media Management

Education

Bachelor's Degree in Marketing or related field

Tools

Data Science Tools

Marketing Automation Software

Job description

Senior Customer Experience + Lifecycle Marketing Manager - Maternity Cover

At InPost we hire awesome people who aren't afraid to bring ideas to the table, to make mistakes, and challenge the norm!

We usually respond within a week.

Want to be part of a hyper growth, fast paced, global business that is radically changing the decades old delivery universe as we know it? If so, read on, as we're looking for a

Senior Customer Experience + Lifecycle Marketing Manager to join our Marketing Team on a 12 Month Maternity cover contract!

Our mission? To switch up the status quo and become the UK's leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our InPost collection points, we're bringing freedom to anyone with a parcel.

On our path to transforming e-commerce delivery in the UK, we're building an unparalleled group of talent that's hungry to help us disrupt the industry. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply-chain. We're a passionate bunch and expectations are high, but we're team players - collaborating, supporting, and leaving egos at the door.

About the role:

We are looking for an experienced customer experience manager, with additional expertise in building consumer lifecycle/ base marketing capabilities to drive engagement.

What you'll be doing:

Lifecycle Marketing

1. Lead on consumer lifecycle communication strategy
2. Lead on influencing user behaviour through consumer communications
3. Working closely with Data Science team to develop reporting that enables effective consumer communications
4. Developing campaigns to support business initiatives, e.g. reduction of consumer dwell time
5. Reporting on effectiveness of campaigns, continuously evolving and improving

Customer Experience

1. Key Stakeholder in Consumer Roadmap, discovery workshops, and ongoing projects for anything that touches the end consumer
2. Business Owner of Service Notifications; email, SMS, push. Working closely with SEH team to implement changes, validate deployments and monitor performance.
3. Key Stakeholder in App, Web, APM, and Tracking product meetings
4. Manage & continuously improve all consumer touchpoints; notifications / APM screens / app
5. Ownership and documentation of end-to-end consumer journeys
6. Accessibility of touchpoints and locations
7. Supporting Customer Care with new products launches
8. ESG Steering Committee member

Voice of Customer

1. Deep diving Trustpilot, App Review and Contact Reason data to identify issues in the Customer Journey
2. Reporting back to stakeholders on Voice of Customer feedback relating to their areas
3. Working with tech and product teams to make changes based on VOC findings
4. Reviewing App Store reviews and reporting issues to Tech Teams
5. Managing the responses to App Store Reviews
6. Managing / monitoring AI tool responding to Trustpilot Reviews

Customer Insight

1. Bi-annual Awareness and NPS survey
2. Working with Kantar to sign off scope, questionnaire & reporting
3. Cascade of results internally
4. Following up on results and driving initiatives to improve scores
5. Ad-hoc brand awareness pulse checks
6. Ad-hoc research projects with Kantar (Consumer / Merchant)
7. Supporting wider business with ad-hoc insight requests

Social Media Community Management

1. Day to day management of agency; updating team on issues, giving direction for responses
2. MBR; monthly review of performance, trends and sentiment reporting
3. Updating training material with all business changes

What we need from you:

We're looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We're looking for people with drive and natural curiosity - who want to do things differently. And do them brilliantly.

Perks of the job!

We love to reward our people for the great work they do:

Enhanced Annual Leave - 26 Days Plus the Option to Buy Additional Days per year
More time for you to relax, explore, and enjoy life.

Vitality Health Care
Stay healthy and happy with our top-notch health coverage.

Work from Anywhere - 4 Weeks per year
Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.

Enhanced Parental Leave
We support you during those precious family moments.

Rail Loan
Commute with ease! Purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy a more affordable interest free repayment over the year.

Volunteering Days
Take a paid day to make a difference in your community.

Hybrid Working (Role suitability dependent)
We innovate, collaborate and optimise by coming together 3 days per week in the office.

Bring Your Dog to Work Day (Every Friday)
Make every Friday pawsitively amazing!

The InPost process:

We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we'd like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you'll then go through another one or two stages, depending on the level of the role.

At InPost, we love uniqueness. Our strength is our people.

We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.

Division: InPost Head Office

Department: Marketing

Locations: InPost London Office Great Titchfield St

Remote status: Hybrid

Employment type: Contract