What you’ll be doing...

Overview…

Verizon Up is defining what a best-in-class loyalty program looks like for the Telecomm industry. With Verizon Up, customers can get unforgettable experiences and amazing perks just for being a Verizon Wireless customer. This role will give you the opportunity to be a part of this exciting and new initiative at Verizon and be part of the team that is growing the program from the ground up. The objectives of the program for Verizon are:

  • Build customer loyalty and emotional connections to the VZ brand
  • Drive business outcomes (ex. reduce churn)
  • Position Verizon for industry disruption

What you’ll be doing…

You will be a critical member of the Loyalty Strategy team at Verizon, within the broader Consumer Segment Marketing function. The Verizon Up team leads the day-to-day strategy, roadmap, marketing, partnerships, channel engagement, customer experience and execution for the program. We create momentum internally and externally to drive results, reduce churn, change brand perception, build brand advocacy, and ultimately create a reason for customers to come to Verizon and stay with Verizon.

Specifically, the Verizon Up Loyalty Marketing Manager-Acquisition will report to the Verizon Up Loyalty Marketing Lead and will drive program enrollments throughout all channels:

Strategic Planning/Critical Thinking

  • Develop annual program acquisition strategy across all channels (CRM, dotcom, in-app, social, media, retail, care, indirect, telesales).
  • Create marketing plans and socialize the plans with other teams and stakeholders for inputs. Present plans to senior leadership.
  • Act as key decision maker for all channels including role of channel and specific tactics that should be prioritized for acquisition.
  • Act autonomously to develop out of the box and innovative acquisition ideas.
  • Sell new ideas in to other business units and teams, and obtain collective buy-in to launch new initiatives.
  • Manage relationships across all areas of the business.

Marketing Planning

  • Develop and write all creative briefs outlining direction for internal creative teams and external agencies. Validate strategy with data points and results.
  • Ensure all partner expectations are met for marketing commitments and exposure.
  • Develop communications that highlight the strongest offers to the right customers at the right time to drive KPIs.
  • Drive innovation with new technologies (in-app, smartlinks, geofencing, triggers) to drive enrollments with key segments.

Develop Channel Engagement

  • Lead overall adoption of Verizon Up in our sales channels (retail, indirect, care and telesales) by empowering and inspiring our front lines.
  • Create end to end incentive structures to motivate reps to promote the loyalty program with customers.
  • Develop and execute engagement plans customized by channel to drive rep performance and keep Verizon Up top of mind with our customers.
  • Engagement plans include budgeting, cost analysis, cost per enrollment, ROI, expected results, communications, creative assets, physical merchandising, training materials, incentives, and reporting/tracking.
  • Make recommendations from a scale perspective.

Develop Insights to Influence Future Strategies

  • Oversee the analysis of campaign results, develop insights and make recommendations, including identification of new opportunities and possible risks.
  • Track customer and business metrics and trends (ROI, Cost to Acquire, Customer LTV, and traditional CRM metrics).

Manage Marketing Execution

  • Collaborate with cross functional teams (CRM, Database Analytics, Mobile First, IT, Creative Strategy, Legal, Operations) on planning, coordination, feasibility and implementation of all campaigns.
  • Collaborate closely with the My Verizon App team to ensure a positive customer experience across all marketing and app touchpoints.
  • Drive optimization efforts across communications to increase enrollments.
  • Create testing plans for subject lines, creative layouts, copy, segmentation, targeting and new technologies.
  • Lead development of frontline rep training and education to increase knowledge. Make it matter with reps.
  • Create unique themes for each campaign/plan to generate buzz and drive excitement internally.

What we’re looking for…

  • Ability to sell in why Verizon Up matters to the business and the frontlines/sales channels.
  • Experience developing internal campaigns and incentives to drive channel results.
  • Knowledge of marketing objectives, tactics and strategies required; preferred experience with CRM and loyalty programs.
  • Ability to work well across a large and diverse organization.
  • Strong interpersonal and teamwork skills.
  • Strong organizational skills and attention to detail.
  • Be intellectually curious – take initiative to dig into the “why” of various results.
  • Be results oriented and data driven.
  • Ability to multi-task and manage a changing environment.
  • Excellent communication skills with the ability to communicate effectively at all levels with outstanding presentation, facilitation, and active listening skills.
  • Strong Microsoft Office skills including PowerPoint and Excel.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

What we’re looking for...

You’ll need to have…

  • Bachelor’s degree in Marketing, Market Research, or six or more years of work experience.

  • Six or more years of relevant work experience.

  • Loyalty marketing experience preferred.

Even better if you have…

  • Master’s degree – more impressive if you have an MBA.

  • Digital experience and an understanding of trends and key business drivers.

  • Presented findings and insights targeted to what that audience cares about (up to the executive level).

  • Analyzed what’s important from a variety of sources to provide a holistic view of the marketplace, competitive factors, risks, and opportunities.

  • Juggled multiple priorities to meet deadlines in a dynamic environment.

  • Translated market knowledge and strategy into compelling stories and tools for the sales team.

Location…

Periodic travel to Basking Ridge corporate office may be required.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.