Associate Director Marketing Lifecycle, CC outbound
Associate Director Marketing Lifecycle, CC outbound
Associate Director Marketing Lifecycle, CC outbound
Associate Director Marketing Lifecycle, CC outbound
HelloFresh SE
Lebensmittel
Berlin
Art der Beschäftigung: Vollzeit
78.000 € – 110.000 € (von XING geschätzt)HybridAktiv auf der SucheAssociate Director Marketing Lifecycle, CC outbound
Über diesen Job
Category Marketing, PR, & Communications Location Berlin, Berlin, Germany
At HelloFresh, our mission is simple: to change the way people eat, forever. As a global digital-native FMCG company and the world's leading mealkit provider, we are transforming the traditional food supply chain through a data-driven, on-demand model that enables scalable and more sustainable food delivery. The HelloFresh Group includes eight brands serving customers across multiple meal occasions, including HelloFresh, Green Chef, EveryPlate, and Chefs Plate, as well as ready-to-eat meals from Factor and YouFoodz, meat and seafood subscriptions through Good Chop, and pet nutrition with The Pets Table. Through technology, data, and culinary innovation, we deliver personalized food experiences to millions of households worldwide.
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 with Call Center Operations and CommsTech.
What you’ll bring
- 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
What we offer
- 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
- Flexible working hours including Work From Home/Work from Abroad/Sabbatical Policy, as well as a home office set up 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
About HelloFresh
We believe that sharing a meal brings people of all identities, backgrounds, and cultures together. We are committed to celebrating all dimensions of diversity in the workplace equally and ensuring that everyone feels a sense of inclusion and belonging. We also aim to extend this commitment to the partners we work with and the communities we serve. We are constantly listening, learning, and evolving to deliver on these principles. We are proud of our collaborative culture. Our diverse employee population enables us to connect with our customers and turn their feedback into meaningful action - from developing new recipes to constantly improving our process of getting dinner to our customers’ homes. Our culture attracts top talent with shared values and forms the foundation for a great place to work!
We are an equal-opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. As part of the Company’s commitment to equal employment opportunity, we provide reasonable accommodations, up to the point of undue hardship, to candidates at any stage, including to individuals with disabilities.
To learn more about what it's like working inside HelloFresh, follow us on Instagram and LinkedIn.
HelloFresh is committed to the principles of equal employment opportunity and providing reasonable accommodations to candidates with disabilities. If you need an accommodation during the application process, please reach out to us at:
- Europe:EUaccommodations@hellofresh.com.
- APAC: APACaccommodations@hellofresh.com