Smart Campaign Lead

Job Description

Reporting to the Customer Engagement Manager, this role will be responsible for supporting the creation (messaging, content and design) and execution of all smart related customer communications pre, during and post install including pre-appointment reminders, refusal communications and leave behind material as well as all proactive multi-channel customer campaigns designed to generate smart meter installation appointments in line with the overall demand plan.

The role holder will be responsible for monitoring campaign conversion rates by MOP by postcode, taking into account previous contact history for every eligible customer, highlighting issues or opportunities to the Campaign Manager and Customer Engagement Manager to ensure we are continually testing and learning and improving the efficiency and effectiveness of our communications.

The role holder will also be responsible for providing communications/briefing support to other channels across Retail who generate smart appointments, ensuring consistency of message. Vital to the task is developing a strong working relationship with these teams as well as with Marketing, Data, Digital and CoE who are critical to supporting execution of our customer communications strategy.

What you'll be doing

• Supporting the Campaign Manager with the daily customer campaign picklist selection, in line with agreed strategic priorities for campaign i.e. new customers/post failure/no slots etc to meet the Demand Plan and our regulatory requirements and ensuring the selection of customer records at the necessary volumes at a MOP and postcode level to generate sufficient appointments to fill the diary
• Working with the outsourced partner lead to ensure there is a co-ordinated approach to smart customer communications, messaging, scripting, agent briefings across all proactive channels
• Supporting the Campaign Manager in ensuring accurate performance measurement and reporting for proactive customer contact attempts by channel/campaign/message, smart appointment generation (forward view of appointment pipeline/attribution by channel/conversion rates), unsuccessful contact attempts (no response/active refusals, no slots/register your interest etc.) and keep warm performance (where appointment went ahead/reschedules/cancellations/aborts) etc. - adopting a test and learn approach
• Supporting the Campaign Manager in the development of the messaging/content/design of all smart customer communications including pre-appointment, during and post install including appointment reminder communications, refusal communications and all leave behind material, ensuring they cost effectively elicit the intended customer response and that we comply with any related SMICoP obligations
• Supporting other channels - Customer Service, Debt, New Connections, Landlord, Change of Tenancy, Change of Supplier, Change of Mode and all transactional communications through supporting the provision of content/messaging of all smart related communication requirements through these channels, supporting any specific campaign requirements, providing briefing materials, training support, call scripting and supporting call listening ensuring the messaging and communications approach is effective and in line with the proactive approach
• Briefing our internal Marketing, Digital and Data Teams and external agencies (as necessary) on all smart related customer communications, new campaigns, website/app updates, changes to existing campaigns or changes to our contact and monitoring approach
• Support with media enquiries or customer complaints relating to smart communications
• Support any industry pilots/projects relating to smart customer engagement i.e. BEIS Local Pilots across the Smart Programme as directed by the Customer Engagement Manager
• Monitor customer feedback on smart messaging content/approach for all smart related communications and suggest improvements to content/approach to improve our customer experience
• Support the unlocking of campaign ineligible customers ensuring we maximise the customers available for campaign
• Update Management KPIs as directed by the Campaign Manager, Customer Engagement Manager or Head of Demand
• Appts validation and processing of all Customer Experience invoices for every channel following validation by channel owner ensuring what's reported by channel is accurate and what's paid is fully aligned to what has been delivered
• Any manual data processing to support picklist/campaigning/reminder/refusal processes - e.g. daily campaign return files/CE3 file/FDA file
• Training of internal call centre agents (CS/Debt teams)
• Call listening and feedback on improvements to scripts/processes/behaviours
• Support service order creation as necessary
• Picklist segmentation/priority pot analysis
• Monitor outcome of appointments to install for all proactive campaigns and provide feedback/insight to Campaign Manager and Customer Journey and Improvement team on areas for process improvement

What you'll bring

• Experience and expertise, in a business environment - preferably within the electricity or utilities environment
• A track record of operational delivery within a demanding environment, achieving excellent results
• Understanding of budgets, purchase orders and relevant financial practices
• Ability to think clearly and logically and to communicate complex issues in a concise manner
• Strong written and oral communication skills are essential
• Good planning and organisational capability
• Ability to form effective working relationships at all levels
• Proficient user of Microsoft Word, Excel and PowerPoint
• Effective time management
• Ability to clearly articulate opportunities, problems, risks, outcomes

Minimum Criteria

• Detailed understanding of Smart metering
• Experience in marketing/customer communications/campaigns and understanding customer behaviour
• Good understanding of electricity, gas and energy services markets
• Proven track record of problem solving and attention to detail essential
• Skilled communicator with effective influencing skills
• Highly numerate and analytical
• Proven track record of managing customer contact strategies and multi-million-pound budgets
• PC Literate with good working knowledge of Excel / Powerpoint

What's in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow. That's why our benefits include:

• 36 days annual leave
• Holiday Purchase - perfect your work/life balance with extra annual leave
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers - save more and spread the cost of your technology purchases
• Electric Vehicle Schemes - to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4x salary)
• Access to Savesmart financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we're at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in.

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [email protected].

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.