Customer Lifecycle Manager VIMLA

Vimla is not just another mobile carrier, and we never will be. Ever since the launch of Vimla in 2014, we have found new ways to shape how a mobile carrier should feel like. By pushing boundaries, we have managed to grow our customer base incredibly fast. And more importantly, we have gained the trust and loyalty from our customers. We have been awarded Carrier of the Year from 2017 till 2020. Things are good, yes. But we’re far from satisfied.

 

We are about to grow our Value & Product Development team to make sure we can do all the great stuff we have in store. This is partly a new role, which means there is some structure already in place, but that you'll also get to shape the way we do things.

 

The role

As Customer Lifecycle Manager you will join an exciting journey and be part of a team that is already on the winning path. You will be responsible for the Vimla customer lifecycle, including marketing automation, user research and analysis. A part of this is our beloved Referral program, which will also be in your hands. Your job will be to maximize customer value and loyalty by driving both strategic and tactical CRM projects. We are on our journey to balance the focus on customer growth while also increasing our share of wallet, and this is an important piece of that puzzle. As a part of this, you will dig into, and analyse, customer data, business trends and customer base development to decide on what we should do, and how we should do it. We trust you to understand what data to look for, how to analyse it and develop our customer journey based on your findings. 

 

You will be reporting to Manager Value & Product Management, and be working closely with all parts of Vimla to ensure we continue on our successful path. Together with the rest of us you will be an important part of taking Vimla to the next level.

 

Main responsibilities

You will be our customer lifecycle hero, and a superuser in our Marketing Automation tool. That means that you will be responsible for the technical setup of our automated customer base communication throughout the customer lifecycle. To do that, you will analyze customer data to always ensure data driven decision making. 
* Own and grow our customer lifecycle journey, always striving to optimize, develop and improve each step
* Be in charge of our customer retention initiatives, and analyse user journeys to maximize business opportunities
* Develop and manage the Vimla Referral program
* Be in charge of our marketing automation tools and set up recurring communication streams to our users
* Ensure that communication flows, customer segments and triggers are functioning properly
* Create standardized reporting for campaigns and lifecycle flows to track and report performance
* Work with A/B testing and optimization to improve efficiency in the customer journey
* Conduct and analyse surveys to understand user behaviour and needs. Use outcome to create communication- and customer lifecycle strategy and identify business opportunities
* Use Adobe Campaign to build data streams and utilize user data
* Build and maintain our Marketing Automation tech stack (email builder, spam test tools) and create processes to ensure quality of all channels.

Your background 

To be successful in this role, we believe that you have a professional background and experience within CLM, enjoy data based decision making and aren't afraid to dig into data. You have experience working cross functional and view yourself as a team player.

 

We believe you already…
* Understand the customer lifetime journey, are familiar with retention activities, and have a strong interest in the strategy behind a great customer experience
* Have experience of working with automated customer base communication and email marketing. You’re used to working with CRM systems and campaign tools such as e.g. CMS, CTS, campaign tools, web analytics, Adobe campaign
* Have experience in working with customer data and have the ability to effectively navigate and analyze data, as you in this role will work closely with data scientists for customer base segmentation
* Have a BSc in a relevant area, e.g. Business, Marketing, Engineering or similar.

 

It’s also a plus if you...
* Can interpret and work with SQL queries for customer segment selection
* Know or are curious to know how to work with tools such as Salesforce Marketing Cloud, Hubspot, Adobe Campaign, Photoshop, HTML, SAS, Pitney Bowes, Marketo, Oracle Eloqua etc.
* Are familiar with the Telecom industry
* Can speak Swedish. You will not be expected to create content in Swedish and Swedish skills are not mandatory, but it’s always an advantage to understand and improve the content you work with.

Why you want to work @ Vimla

As Vimla is currently on an exciting growth journey, the possibilities to grow and develop with us are huge. We are a fun and close-knit team of 40+ people. Vimla is a part of Telenor Sweden.

 

Apply today!

If you are interested and would like to know more, please contact HR partner Lena Klingvik, lena.klingvik@telenor.se or Veronica Jansson, Manager Value & Product Management, veronica@vimla.se.

Is there a chance that you could be the new Customer Lifecycle Manager@Vimla? Make sure to press that application button. You will be glad that you did. Send your application in Swedish or English, whatever feels best.  

Good to know

According to Telenor's policy, we conduct background checks on the final candidate for all recruitments.

Location: Stockholm, Råsunda.