Christopher Matthews Email & Phone Number

Ireland

Dublin, County Dublin, Ireland

Dublin, Leinster, Ireland

• Managing a team of planners responsible for the roll out of SSE Airtricity’s automated campaigns delivering agreed KPI’s – eg: Churn, CLV, cross sell, CX and product targets.
• Supporting the roll out of SSE's new campaign automation tool 'Oracle Eloqua' and planning campaigns to maximize the new capabilities.
• Introducing life stages and segmentation to SSE taking a more tailored approach to customer communications.
• Building relationships with stakeholders to support their KPI’s (Energy services, Business & Domestic propositions and the Sponsorship team) as we’ll as support services such as the outbound call centre and customer.
• Managing the relationship & budget for our Belfast call centre team.
• Responsible for forecasting and the management of the annual discount spend used to support retention activities.

Sir John Rogerson's Quay, Dublin

• Managing lifecycle communications to the Three Prepay base through multiple channels including eMail, SMS, Direct mail, Outbound call, Push and Inbound care interactions.
• Team Lead for Prepay churn reduction, managing working groups, developing segmentation and initiatives to increase the Three mobile active base. I’m tasked to provide regular updates and present them to the CCO, CFO.
• Developing strategies to increase the 3Plus loyalty base as well as communicating partner offers to existing and increasing engagement by communicating relevant offers.
• Responsible for reporting on KPI's including Porting, Inactivity, customer device upgrades and campaign success.
• Building structured programme of BAU life-cycle management plans for key value segments within Three such as Port prevention, Prepay to Postpay migration and Cross Sell activity.

1Hsq

• Coordinating and implementing daily multi channel (SMS, Email, Outbound calls, IVR and in App Notification) campaigns to the Meteor and eMobile base.
• Working with base managers to develop new targeted BTL campaigns.
• Responsible for lead management and increased channel performance.
• Using campaign management tools Adobe campaigns (Neolane), Urban airship to manage campaigns.
• Providing campaign results and insights using Adobe campaigns (Neolane), SQL and SPSS.
• Segmenting the base effectively to generate the most potential from retention, acquisition and cross- sell campaigns.

1 Heuston South Quarter, Dublin 8

• Developing strategies and campaigns to reduce churn and increase customer experience to the group mobile base.
• Call centre relationship manager, single point of contact between base management and the call centre teams.
• Proactively look to develop innovative BTL campaign ideas to address business needs.
• Working closely with propositions and campaign mangement teams to ensure Meteor/eMobile remains competitive and ahead of trends.
• Weekly analysis & reporting on prepay base churn trends/ issues & solutions.
• Managing the implementation and usage of RTM in customer care for Meteor and work with Emobile to ensure usage.

Parkwest Business Park