Associate Director Marketing Lifecycle, CC outbound

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 o...

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.

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 with Call Center Operations and CommsTech.

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
Ideally hands-on experience working with or in Call Centres
Ideally experience in Experimentation/Testing