Campaign Project Manager

Job Description:

The role:
To manage the implementation of new campaigns, products and processes into the outbound department and other departments and to organise pilots in line with the business needs Provide detailed operational plans, incorporating both new campaigns & initiatives and changes to existing campaigns within the Outbound Operation; measure success and return of campaigns. Work collaboratively and inclusively with other functions – in particular Marketing and Dialler.

Key Accountabilities:
FCA/TCF

• Deliver service excellence to our customers through compliance with all FCA regulations and TCF obligations and protect our reputation.
• Ensure that all outbound dialler campaigns are designed to meet all relevant regulatory rules and guidelines.

People/leadership
• Understand reasons for and take action to improve results from employee engagement survey in order to positively influence overall engagement and culture within department.
• Effectively manage and continually develop Campaign Analyst and Support Assistant to maximise their effectiveness within their roles.
• Operate as an effective role model – demonstrate behaviours and maintain standards that are expected of everyone within the department.

Results
• Ensure the campaign is optimised at all times and fulfils campaign owner expectations

Service
• Improve levels of customer satisfaction through continual monitoring of service, operations and processes, followed up by feedback to individuals, recognition of great service, or other action as required.
• Always provide effective and professional services to all Campaign owners and proactively share best practice across all relevant campaigns.

Process/Operations
• Manage the implementation of new campaigns, products and processes into the Outbound department and contribute to the achievement of overall business objectives.
• Develop and project manage outbound campaigns for the Outbound Call Centre and other business areas departments.
• Organise and implement ad hoc outbound tests on behalf of Marketing and other departments.
• Manage the day to day activity of any outbound tests (internally and externally), reviewing performance suggesting testing activity and analysing results.
• Work closely with compliance to ensure all new products and pilots meet the companies compliance procedures and are signed off.
• Responsible for all aspects of campaign activity including initiation, analysis and reporting, cost benefit and post campaign analysis.
• Provide daily, weekly and monthly campaign and project reports.
• Work with marketing in the supply and management of all new campaign test data and pilots.
• Undertake regular campaign reviews with ‘Campaign’ owners and, and as a result, make recommendations for change to the Dialler Manager.
• Proactively review all relevant processes and look for improvements.

Strategy
• Input into future outbound dialler campaigns.

Product
• Maintain an appropriate level of product knowledge.

Cross Business Involvement
• Liaise with all relevant dialler users to ensure high levels of service. Ensure all questions and issues are resolved quickly and thoroughly.
• Build and maintain effective relationships with owners of all outbound dialler campaigns.
• Provide regular and effective campaign reviews, agreeing all future actions and changes.
• Provide support to all other outbound teams as and when required.

Industry/External
• External networking to remain abreast of industry best practice regarding the use of outbound diallers, providing recommendations to where appropriate.
• Promote Swinton at every opportunity and enhance awareness and reputation of the brands.

Personal development
• Continuous personal development to ensure behavioural and technical skills / knowledge are up to date.

Mandatory Job Requirements:
Essential skills, knowledge and experience An understanding of the telemarketing industry Good general knowledge of IT systems Delegation and organisational skills Leads project team/s acting as a catalyst for action, inspiring colleagues to support the achievement of the project objectives.
Good numerical and analytical skills
Highly competent in Excel.
Excellent communicator – ability to communicate and influence effectively to all levels.
Analytical thinker, detail conscious, able to extract and present relevant information concisely.
Creative and innovative thinker and solutioneer.
Self-disciplined,organised and a self-starter Demonstrable experience in developing, managing and optimising Outbound Campaigns.
Proven time management skills in an environment where objectives/priorities rapidly change.
Supervisory experience of a small team.
Demonstrable experience of building relationships.