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Owner Experience Manager - Northern Europe

Summary

Salary
Competitive
Team
Marketing
Location
United Kingdom - Malmesbury Office

About Us

You will be part of the Dyson EMEA Centre of Excellence.

The Centre’s of Excellence (COEs) are responsible for driving scale across relevant local markets, increasing global capability, informing strategic decisions and cascading best global practice across privacy & compliance. The COEs encompass a multi-disciplinary team encompassing Owner Experience strategy, campaign planning and activation, compliant data growth strategies, media planning, social, creative and program management

About the Role  

2-3 days a week based in Malmesbury, Wiltshire, remote/home based for the remainder of the week.

Reporting to the EMEA Head of Owner Experience, this role will own and drive Dyson’s owner experience and strategy across GB&I and the META region, you will be responsible for making our Owner’s happy through developing and delivering key programs of work aligned to the regional and global Owner Experience Strategy whilst ensuring it delivers to the local market needs. You will lead and drive our ‘Bought not sold’’ approach so that the experience owners’ have across our touchpoints is consistent and uniquely Dyson.  

  • You will be expert in working with data and deriving insight to develop actionable Owner Engagement campaigns, demonstrating clear ROI through delivery of an active owner base that shows growth in NPS, engagement, retention advocacy and lifetime value.   
  • You will support both strategic, and tactical, business initiatives with high quality execution that resonates with owners, turning one-time purchasers into lifelong Dyson advocates   
  • You are responsible for evangelizing the role of Owner Experience within your cluster leading a data-driven Owner Experience strategy across the core touchpoints including…  
  • As a cluster lead you will spearhead OE and will identify gaps and opportunities across touch points (e.g. store to .com to app to social to email) and develop projects to improve owner satisfaction and drive delight. A key challenge will be to identify and deliver on significant moments to delight owners.  
  • Those projects are typically completely new. Once proven to work and deliver the ongoing execution will be handed over in the different functions. Close collaboration will be key for success. Proactively own and manage those owner projects; ensure timely execution of all planned activities.  
  • The scope is broad: from acquisition (e.g. execute insight-led acquisition strategies, ensuring owners are reached with the right message at the right time in the right channel for optimum acquisition) to retention (like driving registration, developing automated lifecycle communications).
  • Ensure solid cooperation with category teams, sales, digital, direct, retail marketing, and Group and rest of EMEA team demonstrating leadership, ownership and influencing at key points. 
  • Collaborate with other EMEA Cluster leads to drive economies of scale, learnings and the ability to bring solutions to market/region quicker   
  • Representing the owner voice in any situation and enable stakeholders (through insights and data) to do the same. 
  • Driving owner insights and research projects in close cooperation with European and local insights teams. Understand and lead marketing data to insights that inform and improve our owner experiences 
  • Enabling the organization and key stakeholders make decisions based on owner insights and KPIs 
  • Ensure regular tracking and reporting of Owner KPIs and derive actions from it .
  • Leading and working on cluster led/regional led initiatives with the Head of OE, wider team and also other cluster leads to scale the big-ticket items   
  • The Cluster lead will also play a key part in the successful roll out of a global programme: Marketing Analytics Data Environment (MADE), which puts the Owner at the heart of the Dyson business, establishing a data-driven operating model.    

Key focus will be on the GB&I market, as one of the most mature and established markets with the largest owner database you will be responsible for defining the owner experience strategy, consumer value and long-term retention plan.   You will influence and persuade the UK Marketing Director and wider leadership team for budgetary support to unlock the OE vision.   

About You

You will have an exceptional understanding of :

  •  Cross touchpoint owner experience from store to .com to app to email to Customer service and beyond. How to identify and reduce friction in the Dyson experience
  • Platforms that are required to grow and execute a successful owner experience program
  • CRM, email marketing and all major local social platforms
  • Marketing data required to derive insights that inform and improve our owner experiences
  • How we can drive brand engagement and loyalty using the most relevant and effective local digital channels across the territories for which you are responsible 
  • Managing the implementation, tracking and measurement of marketing campaigns
  • Developing A/B and multivariate testing strategies to optimize activities in order to make our owners happy 

  

Your experience will include:

  • Creating and executing owner experience programs that run across touchpoints 
  • Marketing data strategy to identify the improvements required 
  • Identify the datasets critical to derive the insights required 
  • Using data to inform strategic decisions and developing new activities  
  • Working closely with and partnering with cross functional teams especially Customer Service, Insights, Events and other marketing teams
  • Briefing and overseeing the work of internal teams and/or external agencies

  

Required skills : 

  •  5+ years’ experience in digital marketing and campaigns 
  • Excellent communication skills, with proven ability to engage and influence at all levels 
  • An innovative thinker with digital marketing expertise and a proven track record 
  • A visionary who is always looking to learn the most cutting-edge methodologies in digital marketing 
  • Proactive, creative, team player who enjoys solving problems and enabling those around them  

Benefits

  • 27 days holiday plus eight statutory bank holidays
  • Electric vehicle leasing scheme
  • Free hair salon on site
  • Well-being programme
  • Free concierge service
  • Pension scheme
  • Free gym membership
  • Performance related bonus
  • Private medical and dental insurance
  • Life assurance
  • Free on-site parking
  • Subsidised restaurants and free lunches every day
  • Great discounts on Dyson products

#LI-DYSON


Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.