Head of Marketing CRM

Hello, we're Utility Warehouse

We help people get on with their lives and spend their time how they want to.

And we’re bringing together a nation of self-starters to build a different type of utility company.

One where partners can run their own business and reach the goals that matter to them.

For customers, we offer permanent peace of mind. One bill, great value and no need to ever switch again.

And for our people, we provide clear opportunities to help them achieve both their professional and their personal ambitions.

A bit more about us

You probably won't have heard much about us, but we're one of the UK's biggest, home-grown success stories of the last 20 years.

We're a FTSE 250 business and knocking on the door of £1 billion in annual revenue. But in two decades of phenomenal change and growth as a business, there are two things that have remained constant:

  • We bundle together all our customers' household utilities and send them a single monthly bill

  • We don't promote our services directly to customers - we have 40,000 partners around the country who recommend us

And we know we’re onto something - we were the Which? ‘Utilities Brand of the Year’ in 2018 - but we’re only just getting started…

What we’re looking for

In a nutshell, someone who can develop an integrated approach to how we manage and communicate with our customers, both in how we think and work, and the platforms we use.

This is a new role, so we’re looking for a hands-on leader who can own our customer retention activity, and build a brilliant, motivated team.

What you're responsible for

You’ll develop and deliver a retention marketing strategy to help reduce churn and increase the lifetime value of our customers.

You’ll redefine our approach to customer relationship management, and ongoing insight to improve retention rates and deliver revenue targets.

You’ll create a comprehensive customer segmentation and help build a single view of our communications activity and its effectiveness.

You’ll develop appropriate retention KPIs and metrics, manage your team to deliver those targets and provide regular reporting for the wider business.

You’ll lead the development of CRM programmes, including email and SMS, drive our automation efforts and continuously monitor and improve our communications.

You’ll work with the Product, Customer Service, and wider Marketing teams to optimise customer journeys.

You’ll build, develop and manage the Marketing CRM team.

You’ll work as part of the leadership team within Marketing, alongside the Heads of Product Marketing, Marketing Operations, Marketing CRM and PR & Comms.

A bit more about you

You develop solutions based on real insight, shape them and guide them through to brilliant execution.

You seek out and respond to performance data, using it to improve the effectiveness of future work.

You know how to manage a diverse team, keeping them focused and ticking, whilst making decisions that are in the best interest of the business.

You’re a strong and persuasive presenter, and are used to building support for ideas and initiatives amongst a wide range of personality types.

As a leader, you work hard to inspire your colleagues and go out of your way to understand what makes them tick.

You’re empathetic and you build partnerships internally and externally based on trust and performance.

You champion professionalism and rigour, deliver broad programmes of work with excellence and have a strong eye for detail.

And like all UW people, you’re motivated and ambitious, both for yourself and the business you work for.

What we’re offering

The opportunity to join an established but dynamic business that’s going through significant change and still has huge growth potential.

A very competitive basic salary, some great benefits and the potential to join our share option scheme.

And by helping us achieve our business and brand goals, you’ll be one of the most sought-after marketing talents in London.

Get in touch

If this role sounds like it was made for you, then do please get in touch.

And if it doesn’t but you still like the sound of Utility Warehouse, then drop us a line anyway - we’re hiring in all sorts of positions across the business.

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