London, UK
Octopus Electric Vehicles 🚙 – Operations - fixed /
Full-time /
Hybrid
What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
We’re helping the masses to join the electric driving revolution and we need your help. We make it totally hassle free to switch to electric driving by giving customers the whole EV package. Car, charging, energy. The lot.
We’re looking for a brilliant CRM Manager to help us deliver world-class customer journeys, communications and digital driver experiences. We want to build loyalty among our existing customers and make them into our biggest cheerleaders.
Note: You’ll be joining our Business Operations team, with a dotted line into the marketing team - so you’ll learn from both angles.
What You'll Do...
- Own all customer communications with our drivers, from business-critical journeys to value-add content, to enhance their experience of driving an Octopus EV
- Measure and report back on effectiveness of all communications, demonstrating the impact on wider business KPIs including:
- Reducing cost to serve
- Reducing inbound communication from customers
- Increasing customer engagement and advocacy
- Manage all communications with drivers to make sure we contact them with the right message at the right time, and don’t bombard them
- Manage requests from across the business and prioritise the key communications that need to be built for our customers, ensuring a seamless journey alongside existing processes and customer journeys
- Explore new channels beyond email to communicate with our customers, and make recommendations for the most appropriate methods of communication based on the customer need and type of message
- Brief copywriters, sub-edit and ensure all content is on brand and aligns to customer wants and needs - you’ll also need to be confident writing copy yourself
- Collaborate with the marketing team to create content in the most appropriate format to support customers throughout their experience with us
- Build and test journeys within our automation tools, linking complex datasets via Zapier to enable us to be as agile as possible
- Manage the content on our knowledge hubs, ensuring customers have access to up to date, accurate content to support them
- Analyse the effectiveness of our knowledge hubs and identify ways to increase engagement and reduce inbound communication
- Create best in class customer experiences by developing value-add content, sprinkling some Octopus magic to the journey
- Work with customer facing teams to improve quality of communication through both automation and self serve content for customers, and improving writing skills across the business
What You'll Need...
- Excellent communication skills: you need to write compelling briefs for copywriters to respond to and sub-edit content, and on occasion write copy from scratch
- Self-starter: eager to learn and thrive in a high-challenge, high-support and fast paced environment, along with strong project management skills
- Hands on: you’ll be happy to plan and communicate comms strategy alongside writing customer-facing copy and building journeys
- Methodical and meticulous: you’ll think through and document customer journeys and pick up any inconsistencies/clashes
- Ability to see the bigger picture: both in terms of what other teams across the business are trying to achieve and what’s best for customers; you’ll need the confidence to push back and prioritise based on customer need
- Passion for CX: and appreciation for the magic we can deliver through content. Always focused on the customer need before the business requirements
- Technical expertise: proficiency in using marketing automation tools and linking datasets across platforms (Zapier and HTML skills are a bonus)
About Us
The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK.
We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.
Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.
We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
If this sounds like you then we'd love to hear from you.
Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
