“My job is to decide which customers get what O2 communications, when and how."
CRM
CRM
Our Vision - To create business value across the customer lifecycle - converting customer data into customer intelligence and driving customer action and we achieve this by:
Collecting (and harnessing) customer information whenever and wherever they touch our business
Utilising this data by making it available across the business
Leveraging the skills and techniques of CRM across the lifecycle
Providing consistency and relevancy to our customer communications – one company = many ways to “interact”
Measuring, learning and adapting our communications based on known outcomes – delivering value to the customer and O2
And we ultimately manage the end to end process through four teams:
1 The CiC: Collecting, collating and making our customer data available across the business.
2 Insights: Reporting, predicting, analysing and mining our customer data. Measuring our direct communications.
3 Contact Planning: Planning all BTL communications through managing demand, planning customer journeys and optimising customer contact across all channels.
4 CRM Operations: Executing our base communications, managing our third party relationships and automating our activity.
Featured Jobs
- Head of Relationship MarketingREF: IRC131093
Slough / £Attractive + bonus + benefits
Job DescriptionWe’re creating a brand new Business Intelligence organisation that’s set to put data insight at the heart of everything we do. Your task will be to lead the Customer Relationship Management (CRM) function, which means taking responsibility for our team of campaign data experts and using BI-insight to drive BTL marketing.
Hot jobs
- Head of Business PartneringREF: IRC131074 Slough / £Attractive + bonus + benefits
Job DescriptionYour task will be to lead the Business Partnering function, which means taking responsibility for BI initiatives within each directorate and showing the business how data-led insight provides value. In effect, you will champion our new way of working across Telefónica, spotting opportunities where data-led insight can aid business change and working on BI capability projects that represent the views of business users.
- Head of Customer AnalyticsREF: IRC130373 Slough / £Attractive + bonus + benefits
Job DescriptionYour task will be to lead the Insight & Analytics function, which means offering a shared service for cross-functional business analytics. This will focus on the analysis and exploitation of customer data, from needs-based segmentation to profiling. The goal is to help the business understand our current and prospective customers, their behaviour and the opportunities they provide, as well as simplifying the production of analytical models to drive measurable value to the bottom line.
© Telefónica Europe plc, a wholly-owned subsidiary of Telefónica S.A., 2011, 260 Bath Road,
Slough, Berkshire SL1 4DX. Registered in England and Wales: 5310128. VAT number: GB 778 6037 85.
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