Customer Engagement Manager

Closing Date: 8 July 2022
Location: Glasgow - Hybrid

STV is committed to increasing the diversity of its workforce and to equality of opportunity for all. We encourage applications from candidates currently under-represented in our industry, so we are keen to hear from people from an ethnically diverse background, disabled and/or neuro diverse people and those from a lower socio-economic background.  As a Disability Confident employer, we are committed to offering an interview to disabled candidates who meet the minimum criteria for the role.

STV’s broadcast channel, accessible free-to-air on all the main TV platforms in Scotland, reaches 3.2 million viewers each month, while STV Player, the UK’s fastest growing streaming service, is now pre-installed in three quarters of the UK’s connected TV homes.  Multi-genre production company STV Studios - one of the UK’s leading content businesses - has an impressive track-record of success across a wide range of broadcasters, with productions including BAFTA-winning Elizabeth Is Missing and The Victim, and much-loved returning series Celebrity Catchphrase and Antiques Road Trip.  
At STV we strive to deliver excellent customer experience, by entertaining and engaging our audiences as well as ensuring we offer a premium service across all our communications and products.  We are looking for a passionate and enthusiastic Customer Engagement Manager, who has the ambition, skills, knowledge and latest industry thinking to deliver first-class communications, grow our audience base and deliver a superior ongoing relationship with our users.    
The role will drive higher levels of engagement and satisfaction for consumers and will require you to work seamlessly across our Digital and Broadcast divisions.   

Key responsibilities:   
  • Working within the marketing team, you will deliver STV’s customer experience, establishing a roadmap and metrics to monitor effectiveness.   
  • Manage email engagement, push notifications and online competition workflows.  
  • Project manage and deliver STV Player’s VIP loyalty programme.  
  • Nurture relationships with consumers who have opted in to receive communications from STV, while growing our opted in user base, reaching a new audience.    
  • Oversee the management and staffing of STV’s viewer enquiries service.  
  • Manage relevant external suppliers and services such as the Acoustic Marketing Platform.  
Skills & experience: 
  • Experience required in running email marketing and push notification campaigns, ideally you will also have experience working with customer loyalty programmes 
  • Strong customer relationship skills, with proven industry experience in delivering significant change to meet the demands and expectations of the consumer 
  • Excellent influencing skills 
  • Technological and business acumen to find and implement solutions  
  • Excellent planning, delivery and communication skills 
  • Ability to build effective relationships with stakeholders 
  • Experience working with Acoustic platform, or similar CRM 
  • Ability to prioritise and meet deadlines 
  • Ability to look at existing situations and problems and come up with creative solutions  

There are plenty of reasons why it’s great to work at STV, here are just a few of the perks for you;
  • 25 days paid annual leave and 9 public holidays per annum, with the option to buy more through our Holiday Extras scheme 
  • An extra day’s holiday on your birthday
  • Healthcare cash plan providing Company contributions towards dental, optical, wellbeing or other healthcare costs
  • Company pension contribution
  • Cycle to work scheme
  • Season ticket travel loan
  • On-site occupational health service
  • Flexible benefits portal providing a range of retail and gym discounts
We’re happy to talk about hybrid working to help you balance work, life, and to achieve your goals in both – we’re focused on creating an inclusive working environment where colleagues can collaborate, create and thrive to deliver results and perform at their best.