Associate Director Marketing Lifecycle, CC outbound (all genders)

The role

The Associate Director owns the outbound call center channel strategy and performance for former customers across 17 international markets. You will develop strategic plans, manage budgets, and implement strategies to improve customer experience and ROI.

What you will do

• Develop and implement annual strategic plans for Call Centre Outbound initiatives
• Manage the CC Outbound for the full customer lifecycle
• Collaborate with CC Operations, cross-functional teams, local markets and international marketing leadership
• Work with L&D, Brand and local teams to enrich training for agents
• Test personalized offers for customers
• Utilize AI tools to improve customer interactions and call content
• Design and execute outbound communication campaigns
• Own and steer campaign performance to maximize ROI
• Ensure outbound communication activities comply with regulations and internal expectations
• Leverage data analysis to identify and evaluate reactivation strategies

Required qualifications

• Experience in delivering customer experiences
• Strong interpersonal skills to influence and motivate people in international environments
• Strong ownership mentality and drive to deliver results
• Experience with prioritizing for highest impact and managing trade-off decisions in a fast-paced environment
• Strong analytical skills and the ability to derive actionable insights from data

Nice to have

• Hands-on experience working with or in Call Centres
• Experience in Experimentation/Testing

Benefits

• Modern and comfortable working space in Berlin-Kreuzberg
• Discount for HelloFresh boxes and Convini products
• Development possibilities and internal trainings
• Yearly Learning & Development budget
• Flexible working hours including Work From Home/Work From Abroad/Sabbatical Policy
• Home office set up budget
• Extensive Onboarding and Buddy Program
• Social events including team events, Friday beers, company runs, book club
• Discounted fitness offers with Urban Sports Club and John Reed partners and yoga classes
• Well-being initiatives in cooperation with Headspace and Spill
• Childcare and company pension scheme benefit
• Monthly transportation budget via NAVIT

About the company

HelloFresh is a company with 17 international markets and multiple brands.