We caught up with Marina to talk about all things customer marketing and communications.
Tell us an interesting fact about yourself?
I’m a food blogger and baking enthusiast, and all my recipes are gluten-free. I try to be as innovative as I can with baking as there’s no gluten, which can be difficult to work around (especially with bread). Since joining BT, I’ve brought in a few baked goods, which I’m pleased to say went down well!
Tell us about what you do and where you work in BT?
I’m a Customer Marketing & Communications Professional in our B2B Business Unit, Enterprise. What that looks like on a day-to-day basis is producing and managing the mandatory customer communication messages that go out cross-Enterprise to our customer segments. This could be anything between copywriting an email to 20 SME customers or facilitating a cross-Enterprise project that affects over 100K customers. What’s exciting is that we’re developing a process for capturing our outreach, engagement and conversion rates to be able to benchmark the success of our comms according to customer behaviour.
Tell us about how BT has supported you to have the career you hoped for?
I graduated with an English Literature degree and wanted to gain marketing experience that involved harnessing my written communication skills. When I saw this role, I was immediately drawn to the prospect of large-scale outreach through thoughtful, compelling and measurable campaign activity. Since joining, I’ve been surrounded by constant support and encouragement. Everyone in my team, from my line manager to my head of, has been incredible in supporting me with broadening my skillset, identifying opportunities for growth and developing strong working relationships across Enterprise Marketing.
What’s been a recent proud work achievement for you?
Taking new workload in my stride. I’ve embraced three key cross-Enterprise initiatives that sit outside my remit. So far, I’ve been managing new time-pressured challenges, along with learning to plan campaign deliverables.
What do you love about working in your team?
I love that my team is always open to work through and collaborate on challenges. If I ever have a question, I always feel comfortable to approach someone in my team for help or advice.
What impact does your team have on BT and our customers?
Because I work in mandatory comms, what we do impacts all of BT Enterprise in terms of regulatory and legal compliance. Not only do we inform customers of anything we are legally obliged to communicate but we bring measurable revenue and customer retention to the business.
What advice would you offer to someone like you who was considering a career with BT?
If you’re looking to enter a new industry without a lot of experience, BT offers a wealth of opportunity for growth and professional development. You’ll be encouraged to explore your goals and objectives from the get-go, and you’ll be fully supported in the process of achieving them. I’m now entering my third month at BT and I’m already feeling more confident and reassured about my capabilities than ever.