Maximise Customer Lifetime Value by delivering personalised customer communications, intelligent customer journeys and Next Best Action engagement across every stage of the customer lifecycle.
We are committed to building long-term customer relationships that extend far beyond the initial sale. As customer acquisition costs continue to increase and competition intensifies, maximising Customer Lifetime Value has become one of our most important commercial priorities.
You will lead the development of our customer lifecycle strategy, creating personalised communications, automated customer journeys and intelligent engagement programmes that strengthen customer relationships, increase loyalty and improve long-term commercial performance.
Working closely with Customer Services, Commercial Strategy & Propositions, Commercial Insight & Intelligence, Digital and Sales, you will ensure every customer interaction adds value, from onboarding and activation through to retention, re-contracting, advocacy and win-back.
You will combine customer insight, commercial thinking and marketing automation expertise to develop a best-in-class lifecycle marketing capability that improves customer experience whilst delivering measurable commercial outcomes.
Key Responsibilities
Develop Customer Lifecycle Engagement Strategy
Develop and deliver a comprehensive customer lifecycle marketing strategy that supports our commercial objectives and customer experience ambitions.
Design customer journeys that create meaningful engagement across every stage of the customer relationship, ensuring communications are timely, relevant and personalised.
Work alongside Commercial Insight & Intelligence to develop increasingly personalised customer journeys that respond intelligently to customer behaviour, preferences and lifecycle stage. Leverage insight, segmentation and predictive analytics to deliver the right message, through the right channel, at the right time.
Own Customer Communications
Lead the development of customer communications across the complete customer lifecycle.
Maximise Customer Lifetime Value
Act as the commercial owner of Customer Lifetime Value within the Marketing function.
Working closely with Commercial Strategy & Propositions, Pricing and Customer Services, develop programmes that increase customer retention, encourage product adoption and maximise long-term customer value.
Identify opportunities to improve attachment of value-added services, increase re-contracting rates and encourage customers to upgrade as their needs evolve.
Develop Next Best Marketing Action & Automation:
Working closely with the Commercial Insight & Intelligence team, develop our Next Best Action capability, ensuring customer engagement becomes increasingly intelligent, personalised, commercially effective and automated.
Use customer segmentation, behavioural analytics, propensity models and lifecycle triggers to determine the most relevant interaction for every customer at every stage of their relationship with Gigaclear.
Advocacy, Referral & Loyalty
Develop programmes that transform satisfied customers into advocates for the Gigaclear brand.
Design referral, loyalty and advocacy initiatives that encourage customers to recommend Gigaclear within their local communities.
Work alongside the Senior Brand, Campaigns & Community Marketing Manager to integrate customer advocacy into community marketing programmes, strengthening our reputation and supporting future customer acquisition.
Embed a Test & Learn Methodology into Customer Engagement
Develop a culture of experimentation across our customer communications and lifecycle activity.
Working alongside Commercial Insight & Intelligence, design structured testing across messaging, channel selection, timing, personalisation, automation, Next Best Action recommendations and customer journeys.
Evaluate customer engagement and commercial performance using robust analytical methods, ensuring every interaction becomes increasingly effective through continuous learning.
Knowledge, Skills & Experience
Significant experience in CRM, lifecycle marketing, customer engagement or marketing automation within telecommunications, subscription businesses, utilities, retail or other customer-focused organisations.
A strong understanding of customer journey design, marketing automation, customer segmentation and customer communications, together with experience using CRM platforms and campaign management tools.
You will combine customer empathy with commercial thinking, using data and insight to create highly personalised customer experiences that improve both customer satisfaction and business performance.
Experience of working with customer analytics, behavioural segmentation, propensity modelling, marketing automation platforms and AI-driven customer engagement tools would be highly advantageous.
Gigaclear is a leading alternative operator of rural full fibre broadband networks in the UK. Offering customers a truly world class product, we are developing our fibre-to-the-premises broadband (FTTP / FTTH) infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.
Staff rewards, benefits and opportunities
We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.
- Generous employer pension; up to 8% matched contribution
- Income protection & life assurance
- 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
- Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
- Unlimited access to online training and development content via our Learning Management System
- Long service benefits and monthly employee recognition
- Enhanced maternity and paternity provisions
- Flexible working environment
- Health & Wellbeing initiatives and company funded social events
Our approach is to work guided by our mission, vision and values.
Our Mission - Empowering communities with brilliant broadband
Our Vision - Connected Communities
Our Values - Own it, Find the Right Way, Work Together, Win Together
