Comms Product Owner x 1

ENGINEERINGUK; London; On-site; GBP 40,000 - 80,000; Full time

Job description

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Sector: Administration and Secretarial, Creative and Design, Marketing, Advertising and PR

Role: Consultant

Contract Type: Permanent

Hours: Full Time

Role purpose

Location - London/Surrounding areas (Travel required to Paddington office minimum once per week)

To lead a team responsible for driving customer engagement and growth through strategic data-driven, personalised communication efforts. Alignment across teams and optimising the customer experience to create a seamless and personalised customer journey, ultimately driving Tier 1 VMO2 critical metrics and overall business growth.

Key responsibilities & accountabilities

• Strategy: Lead the development of a data-driven comm's engagement strategy - you'll achieve this by sending customer-centric communications driven by data, focusing on relevance user- and business-needs. Shape omni-channel communication strategies and rules of engagement across Sales and Customer Care, focusing on a customer centric approach.
• Test and Learn: Lead prototyping & MVP (Minimum Viable Product) creation. Optimise communications in our centralised comm's platform, Braze, ensuring they can be measured, tested, and optimised.
• Engagement: You will be responsible for utilising data and personalisation to grow a base of engaged customers and prospects through our digital communication channels, aiming to increase adoption, attention, and ultimately Customer Lifetime Value through rapid testing and iterating.
• Personalisation: Leverage Braze to deliver highly personalised experiences, automate processes and explore opportunities for machine learning.
• Roadmap: Work in a matrix team, defining and leading a roadmap of customer communications strategies, ensuring alignment with objectives and key results and important metrics (e.g. CLV and customer engagement).
• Leadership: Build, lead and empower your squad, encouraging a culture of testing, learning and improving customer experiences.
• Collaboration: Work collaboratively with team members to ensure the product aligns with overall strategy and business needs.
• Partnership: Partner with other 'Comm's Owners' and Product teams and regularly engage research and testing teams to help define customer communications strategies and journeys and prioritise the product backlog based on relevant insights and learnings.
• Alignment: Align with other Product Owners to ensure a consistent product experience for customers.
• Standards: Set out standards for communications within Braze, ensuring they enforce to the highest quality and performance metrics.
• Monitoring: Monitor competitor and market activity as well as new technologies, to offer innovative experiences. Maintain an awareness of company risks and threats.
• Quality: Ensure quality control of all released information.
• Budget: Jointly manage the customer communications budget.

Who we are

The UK's fastest broadband network. The nation's best-loved mobile brand. And, one of the UK's biggest companies too. Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions. Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

In order to be considered, you must have the following experience:

• Braze platform experience
• Digital comms or CRM experience in a pure-play digital company at scale
• Experience with rapid test and learn methodologies and technologies
• Experience with Agile development and working in scrum and kanban

The other stuff we are looking for

We'd also love you to bring:

• Commercial/results driven mentality
• Proven confident stakeholder management

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world. Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you'd like to. These are designed to support both you and your loved ones, making sure that you're covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include communication from the recruitment team. When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you're offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.