H
Associate Director Marketing Lifecycle, CC outbound
Contract type
Ongoing
Work mode
Remote · Berlin, Germany
Experience
Lead / principal · Not stated
Level inferred from job title
Job description
Owns the outbound call center channel strategy and performance for former customers across 17 international markets and all brands. The role leads CRM strategy, campaign management, personalization and data-driven optimization in close cooperation with Call Center Operations and local markets.
At a glance
- Work mode
- Remote · Berlin, Germany
- Languages
- English
What you'll do
- Develop and implement annual strategic plans for Call Centre Outbound initiatives
- Manage the CC Outbound for the full customer lifecycle, from leads to reactivation
- Collaborate with CC Operations, cross-functional teams, local markets and international marketing leadership to align strategies with overall business goals
- Work with L&D, Brand and local teams to enrich the training for agents, adding the local context, address the customer needs and have the best pitch for the customer
- Test personalized offers for customers
- Utilize AI tools to improve customer interactions and call content
- Design and execute outbound communication campaigns; provide guidance on campaign targeting, messaging, incentives and timing to maximize conversion rates
- Own and steer campaign performance, maximizing ROI and effectiveness
- Ensure all outbound communication activities comply with relevant regulations and internal expectations (e.g., via quality assurance measures)
- Leverage data analysis to identify, test and evaluate impactful reactivation strategies and improvement opportunities
- Evaluate and implement CRM tools to enhance the efficiency and effectiveness of outbound initiatives, coordinating with Call Center Operations and CommsTech
- Set targets together with local market CMOs and steer conversions, cost and ROI day-to-day together with the VP of customer care and operations managers
What we're looking for
- Experience in and a passion for delivering excellent and effective customer experiences (e.g., working in CRM/Lifecycle Marketing, campaign management, Product, etc.)
- Strong interpersonal skills with an ability to influence and motivate people at all levels within international environments and across a broad variety of job functions
- Strong ownership mentality and drive to deliver results, including experience with prioritizing for highest impact and managing trade-off decisions in a fast-paced environment
- Strong analytical skills and the ability to derive actionable insights from data
Nice to have
- Ideally hands-on experience working with or in Call Centres
- Ideally experience in Experimentation/Testing
Your team
Lifecycle, CC Outbound
Owns the outbound call center channel for former customers across all international markets and brands, working closely with Call Center Operations.
Benefits
Flexible working hours including Work From Home/Work from Abroad/Sabbatical Policy, as well as a home office set up budget
- Modern and comfortable working space with great co-workers in Berlin-Kreuzberg
- Discount for HelloFresh boxes and Convini products
- Development possibilities along with internal trainings and a yearly Learning & Development budget
- Extensive Onboarding and Buddy Program
- Social events including team events, Friday beers, company runs, book club, etc.
- Discounted fitness offers with our Urban Sports Club and John Reed partners and yoga classes
- Well-being initiatives in cooperation with Headspace and Spill
- Childcare and company pension scheme benefit
- Monthly transportation budget via NAVIT
Apply
Direct apply at hellofresh
Opens the job posting at hellofresh
About HelloFresh
Key facts
- Operates in 17 international markets across multiple brands
Partners & customers
Urban Sports ClubJohn ReedHeadspaceSpillNAVITConvini