As a Digital Service Marketer at KPN Business, you are responsible for optimizing the digital customer journey. You utilize market insights, customer insights, and data from our contact channels to enhance online journeys. You develop marketing campaigns to encourage the use of our digital self-service channels and identify opportunities to add commercial value.
Your role as Digital Service Marketeer
As the driving force behind our online service, your goal is to serve our customers through the appropriate digital channels. You achieve success by:
- Analyzing customer behavior: You gather and analyze data on customer behavior at various stages of their interaction with the company. This includes understanding touchpoints, needs, and preferences. This ranges from analyzing in Adobe, Mopinion, and other available analytics tools to conducting customer research.
- Developing marketing campaigns: Based on the customer journey, you develop targeted marketing campaigns. These campaigns are aimed at meeting customer needs at specific points in their journey (activation, encouraging self-service, etc.).
- Monitoring performance: You monitor the performance of marketing campaigns and the overall customer journey. This involves using data analysis to gain insight into what works and what doesn't.
- Collaborating with teams: You work closely with various teams within the organization, including content marketers in market outreach, as well as product, sales, and customer support, to improve the customer experience and achieve business objectives.
- Applying innovations: You keep an eye on developments, and when relevant, you work on implementing applications to test whether they add value.
- Conducting A/B tests: You use data and experience to continuously improve the website and customer journeys through A/B testing.
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