Comms Automation Delivery Analyst 17 views

OVO’s Comms Automation Delivery Team focuses on driving us towards being a leader in automated communication. This will ensure we never miss a moment to help, nurture or sell to a customer. In 2022 the CA Team will take on responsibility for OVO’s service comms, in addition to Marketing comms, so the opportunities are endless.

The team uses some of the latest marketing and comms technologies coupled with agile processes and ever-increasing access to data to drive world class customer communication strategies to help our members on the journey to lower carbon.

In order to increase the team’s capacity and embed best practice ways of working we want to recruit an CA Delivery Analyst to compliment the capabilities we already have in the team. Critically we are looking for someone who is enthusiastic about both Service comms and Marketing comms and is focussed on customer outcomes.

As part of the Comms Automation Delivery team, you will work closely with your team-mates in shaping and delivering always-on customer comms. A key element to this will be engaging with your internal customers to understand and help shape their requirements.

This is a great opportunity to make a real difference so do apply, and we can tell you more!

What will I be doing?

As the CA Delivery Analysts you will use our new tech stack and expansive approach to OVO customer communication to take business outcomes to the next level of performance by:

  • Being  responsible for working on behalf of the CA Delivery Team with the wider OVO teams to  define and implement data selections to help deliver Service and Marketing related customer communications.
  • Interpreting and clarifying business requirements and liaise with the DevOps and Data Enablement teams to help ensure an ongoing effective delivery.
  • Adopting best practice methodologies, and as such it is expected that the successful candidate has experience of working with large customer databases, Salesforce Marketing Cloud (or a similar campaign management tool), as well as strong SQL skills. Exposure to analytical tools and experience of marketing automation would be advantageous.
  • Playing a key transformational role in moving the Ovo brand to a new enduring end to end comms capability, which supports automated, always-on comms programs
  • Guiding your stakeholders in the design of Test & Learn strategies and ongoing comms optimisation techniques
  • Using our new JET (journey engineering and trigger) methodology for designing best in class contact strategies for our customers – this will include seamless, blended Service and Marketing comms journeys

Key Responsibilities

This is not a typical analyst role. As CA Delivery Analyst, you will have responsibilities right across the end to end process of comms origination making for a varied and rewarding role. You will:

  • Co-create requirements and data briefs with your stakeholders and translate them into data selections for multi-channel communications
  • Contribute to the development of a centre of excellence in respect to the utilisation of Salesforce Marketing Cloud as the overarching tool for customer management in Ovo.
  • Work with the CA delivery planners to effectively manage and influence workflow and communications scheduling.
  • Where necessary extract data sets from operational systems using SQL and combine with data held in Salesforce Marketing Cloud to build a complete picture of the customer.
  • Create data outputs within the CRM system and data warehouse.
  • Monitor data quality identifying potential areas for improvement and input into the improvement process.
  • Create and maintain accurate process documentation to aid communications delivery and adhere to compliance requirements.

Is this the job for me?

Ideally you will have:

  • Two to five years of B2C experience working in an operational database marketing/customer comms environment developing and implementing data / campaign selections across multiple channels
  • Working in an environment of significant business change
  • Working with multiple stakeholders to collaborate for success
  • Two to five years’ experience of campaign management tools such as Salesforce Marketing Cloud, Unica or Eloqua
  • SQL / Big Query / Advanced user of Microsoft and/or G-suite tools
  • An understanding of testing and measurement strategies and how to implement
  • An understanding of propensity modelling, segmentation and reporting and how to deploy in Campaign Management tools
  • An appreciation of marketing reporting/analysis tools such as Tableau

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