Campaign & Cx Specialist

2 weeks ago

Auckland City, New Zealand Contact Energy Full time

**Company Description**

**Ko wai mātou | About us**

Ko tō mātou kaupapa nui ko te tuku atu i tō mātou pūngao ki te wāhi e tika ana, kia whakahaukino kore ai i te rāngai pūngao o Aotearoa me te whakatairanga atu i te #changematters. E kaingākau ana mātou mō tō mātou whāinga matua, ā, e whakahīhī ana anō mātou i te iwi tangata kei muri i a mātou e whaiwhai ana i te whāinga kotahi. Nā runga i tēnei whāinga teitei, tērā pea ka ui ake koe ki a koe anō-ka pēhea tēnei āheinga e tautoko ana i tētehi Aotearoa pai ake, Aotearoa mā ake?

Our purpose is to put our energy where it matters, to decarbonise the New Zealand energy sector and promote #changematters. We are passionate about our mission and proud to have a tribe of people behind us working towards a common purposes. With such an ambitious goal, you might ask yourself - how does this opportunity help support a better, cleaner NZ?

**Kōrero mō te tūranga - About the role**

We’re on a huge growth trajectory, leading New Zealand in decarbonisation with a heap of exciting projects underway and more coming up. To achieve the ambitions of our (frankly very cool) strategy, we knew we needed to dial up our focus on innovation, growth and brand while developing market leading capabilities in data and operational performance. That’s how our Innovation & Growth team was born.

Reporting into the Customer Growth Manager You’ll get the sweet job of delivering some of Contact’s biggest customer facing engagement activities You’ll do this by delivering personalised communications to our existing customers. The work will be varied, that’s the exciting part One day you could be working on cross-sell activity, another might involve right planning customers or rewarding our valuable customers.

To break it down, some of the cool mahi you will be responsible for:

- Leverage a range of customer interaction techniques - resolutions, loyalty, rewards, content marketing, personalisation, in-bound leads management, customer listening to support our customer growth aspirations, retention and drive brand saliency
- Deliver margin and volume results across the portfolio
- Identify opportunities and execute changes to improve the customer journeys for key retention interaction points
- Collaborate with the Product Innovation and Insights and Analytics teams to ensure the right customers (through a CLV lens) are being retained and engaged

**Qualifications**

If you didn’t get the picture by now we are big on growth and innovation (hence the team name), and this role is no exception

**What people will say about you**:

- Your ability to bring energy and drive in a collaborative, agile framework lifts the cadence of digital customer engagement to improve ARPU, Churn, Engagement and CSat and ultimately CLV
- Your strategies, actions and outcomes achieve best in class cost to retain and engage while simultaneously improving customer lifetime value
- Your programmes and influence drive an innovation and technology first mind-set throughout the business

**Some of the experience you bring**:

- 5+ years’ experience within a marketing team with examples of how you have delivered tangible retention and engagement programmes
- Strong analytical skills working across multiple systems, datasets and tools
- Ability to quickly distil peripheral noise from the genuine needs of a customer for a specific activity, translating those needs and business objectives into a positive engagement experience
- Confident presenting an engagement approach and comms to stakeholders around the business for discussion and sign off
- Experience with marketing automation platforms a nice to have
- You’ll have more than just best practice knowledge - you’ll point to specific strategies and insights which have materially reduced churn and increased engagement

**Additional Information

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