About this role
The role
The Associate Director for Lifecycle, CC Outbound, owns the outbound call center channel strategy and performance for millions of former customers across all 17 of our international markets and all our brands. We are looking for a CRM expert, who is interested in running strategy for Call Center, with a high level of autonomy and agility. You will own the strategic development, performance and strategic innovations for this channel, working closely with the Call Center Operations team. Your scope includes steering performance and managing budgets, implementing strategies that will unlock a better customer experience, under consideration of country-specific idiosyncrasies. It also means developing this channel into one of our prime sources of insight to customer sentiment and inspiration for product improvements at scale (e.g., through the use of AI tools). Moreover, you will own the performance of this channel, which includes setting targets together with our local market CMOs and day-to-day steering of conversions, cost and ROI together with our VP of customer care and his operations managers.
If you want to own a critical channel for one of our most valuable customer groups and develop a strong muscle in driving CRM strategy and execution, we want to hear from you!
Above all, we are looking for people who will make HelloFresh better. We believe there are many different ways of developing skills and we love diverse experiences! So even if you don’t “tick all the boxes” but think you’d thrive in this role, we would really like to learn more about you.
What you’ll do
• CRM Strategy Development:
• 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.
• Personalization of Customer Interaction
• 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
• Call Centre Outbound Campaign Management:
• 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)
• Data Analysis and Tech Tooling:
• 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