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London, United Kingdom

Customer Engagement Senior Manager

Brand & Marketing   |   Job ID  2227472
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JOB SUMMARY

Job summary
Good storytelling starts with great listening. At Audible, that means each role and every project has our audience in mind. Because the same people who design, develop, and deploy our products also happen to use them. To us, that speaks volumes.

ABOUT THIS ROLE
You will work closely with business intelligence to design and deliver customer segmentation frameworks that drive incremental revenue and engagement across the business. Conceptualise and deliver tests to validate new segmentation, report on findings and next steps. Support a test and learn programme for shopping and listening optimisation across surfaces, plus revenue and listening through a suite of sales, promos and engagement comms. Create new segmentation strategies to ensure Audible members are engaged throughout their lifecycle, tailoring comms to suit their needs working closely with customer engagement teams.

ABOUT THIS TEAM
UK Content Discovery group is responsible for driving engagement and retention from Audible customers, across our websites and apps through relevancy and discovery of content and purchase options. We work closely with our internal partners to deliver high impact promotions, improved shopping experience and purchase options, as well as listening engagement, leveraging data and analysis to continuously test and learn. We work closely with business intelligence, product marketing and engagement teams across Audible to deliver an excellent customer experience.

ABOUT YOU
You are highly analytical, self-motivated and results-driven with proven ability to conceptualise and deliver new customer segmentation strategies that drive increased customer engagement. You have experience combining data led approaches with marketing initiatives. You have experience working across teams to deliver against objectives.

As a Customer Engagement Senior Manager, you will...
  • Understand business and customer problems and solve for them through new analysis and initiatives.
  • Create customer segmentation frameworks to inform engagement strategies collaborating with business intelligence and customer engagement teams.
  • Create a test-driven plan to address segment specific needs with the outcome of driving engagement and revenue and report out on success, learnings and next steps.
  • Ideate and deliver comms across surfaces and email to validate hypothesis ensuring a clear path for the measurement of tests via standardized tools or custom reporting.
  • Support a test and learn programme for shopping and listening engagement optimization (surface and comms).
  • Support a team to drive member optimisation across surfaces and revenue and listening through a suite of sales, promos and engagement comms.
  • Produce forward looking plans that drive revenue and listening engagement.
  • Regularly report out on results and progress to the business.
  • Track and share customer performance metrics and insights to optimize campaign performance and customer experience.

BASIC QUALIFICATIONS

  • Previous experience in digital customer engagement.
  • Experience in creating customer segmentation frameworks with an understanding of customer behaviour.
  • Experience working across teams and positively enhancing outcomes.
  • High level knowledge of MS Office – specifically Excel.

PREFERRED QUALIFICATIONS

  • MBA qualified.
  • High level SQL user.
  • Highly analytical.
  • Excellent verbal and written communication skills.
  • Ability to articulate hypotheses, test and learn and communicate outcomes clearly.
  • Strong organisational skills with proven ability to handle multiple projects and deliver results.
  • Self-starter and critical thinker.

ABOUT AUDIBLE
At Audible, we innovate and inspire through the power of voice. We're changing the narrative on storytelling. As a leading creator and provider of premium audio storytelling, we've redefined the ways people access, discover, and share stories. The stories we tell have the ability to transport and transform everyday moments into meaningful experiences and it's our people who make Audible's service possible. We're listeners, storytellers, and problem-solvers. Our perspectives and experiences power our ideas and come together in our mission to unleash the power of the spoken word. Audible offers a Hub+Home hybrid workplace model that gives employees flexibility between gathering in a common office space (work from hub) and remote work (work from home). Some teams will work mostly at hub, some mostly at home and others hybrid. For more information, please visit adbl.co/hybrid.


Audible is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Audible. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.

All offers are conditional on references, verification of the right to work in the UK, and successful background screening check. This will include previous employment verification, qualification verification (if relevant) and a relevant criminal check.

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