CVM Planner, Virgin Media IrelandAbout Virgin Media:Virgin Media is the leading connected entertainment cable and broadcast business in Ireland. Every day we deliver connections that really matter for thousands of people, with multi award-winning services including superfast broadband, TV, mobile and home phone. Our Virgin Media Business division provides the fastest broadband speeds and connectivity solutions for entrepreneurs, businesses and the public sector.Virgin Media Television, our broadcast division, is Ireland’s number one commercial public service broadcaster offering three free-to-air channels: Virgin Media One, Virgin Media Two, Virgin Media Three, as well as the Virgin Media Player. We are a significant investor in home produced content, including news, current affairs and drama, as well as offering the best in international programming. Virgin Media More, a platform exclusive channel for Virgin TV customers, offers the very best of first look premium content, including ground-breaking Irish and International drama, documentaries & sport. Our advertising sales agency, Virgin Media Solutions, creates unique, innovative campaigns for our business and for third party clients across the UK and Ireland.Virgin Media is part of Liberty Global, one of the world’s leading converged video, broadband and communications companies with operations in seven European countries. Liberty Global is a founding member of the European Green Digital Coalition and is included in the prestigious Dow Jones Sustainability World Index. Following the challenges brought about the global pandemic, the power of connectivity to deliver positive, meaningful change to people’s lives has never been clearer. Our inclusion in these prestigious indices for the ninth year running attests to our long-standing commitment to the importance of sustainability and ensuring that we are strong corporate citizens as well as responsible stewards of the environment across the markets in which we operate.For further information please visit:About the Role:The CVM Planner will have responsibility for the execution of the base strategy and roadmap for all Virgin Media products, Broadband, TV & Mobile. The core purpose of the role is to implement customer base activities that deliver on churn and customer value targets. The key KPI’s for the role will focus on maximising customer lifetime value and include the follow responsibilities:Implementation of Customer Communications with the support of the Op’s teamContact and Channel Activity PlanningEnd to end lifecycle activity implementation of Upsell & Cross-Sell initiativeWork with wider CVM team to review measurement info and implement actions to improve where relevantSpecific Duties & Tasks:Support the oversight of the customer base and implementing the contact strategy to retain, grow and engage with the different customer segments throughout their life-stages.Implement initiatives to maximise lifetime value of customers through upsell and cross-sell to deliver revenue and sales goals.Support the development of a robust BTL contact plans for each product, but also an integrated plan to drive product penetrationWork with the Propositions and Product Teams to ensure the BTL propositions roadmap is aligned to support BTL campaigns.Support the creation of the business cases for new BTL propositions and offers to maximise the lifetime value of customersHelp minimise churn and discount spend through proactive retention initiatives to maximize customer value.Utilise customer segmentation and propensity models to maximise conversion of all base communications to improve ARPU growth and profitabilitySupport the optimisation of the CVM campaign budget to deliver greater lifetime valueImplement programmes of work or loyalty strategies to drive customer advocacy or protect customer value.Drive the use of lifecycle management ensuring all customer journeys and contact plans are in place, so no opportunity to save or sell is missed.Continual Improvement – use analysis and testing strategy to constantly improve campaign performanceRelationship building – Build and maintain relationships within key business areas across Virgin Media e.g. Sales/Retention channels, Segments & Propositions, Online, Legal, Regulatory, Compliance and other points of contact where necessaryManagement of a small team consisting of a CVM Planner and Pricing & Props Specialist. Support and develop the team to achieve CVM Strategy.Skills & Expertise:3rd Level relevant qualification or relevant experienceExperience in a marketing, Planning and/or analytical roleAbility to demonstrate strong commercial acumenProficient in MS office with expert knowledge of Excel and equivalent programmesStrong channel engagement experience across multiple channelsThe Person:First class problem solving skills who gets to the heart of the matterThe ability to communicate effectively and efficiently with the business while ascertaining the key impact/detail behind the issue/requestAbility to work in a fast paced environment, be flexible and embrace changeOrganised with a methodical approach to both daily tasks and project workExcellent attention to detail with strong analytical skillsVirgin Media is an equal opportunities employer. Having a diverse workforce is critical to the success of our business.Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you. We’re a great place to work and we offer impressive benefits too. Get ready for a generous holiday allowance, birthday day off, contributory pension, healthcare and discounts on our fantastic mobile broadband and cable.
