Marketing Operations Executive Review

I work in the team which manages the strategy and communications received by every AA customer in roadside. I am lucky enough to support 2 team, invites and consumer retention, lapse prevention and winback. My job is a support role which co-ordinates apology mailings, supports fault detection and works to constantly improve processes.

My skills are mailing are CRM databases. I am learning how to use several new systems, including TIARA, CATHIE/PEGA and the AA's Marketing Gateway. My communication skills have also been improved, as I need to speak to lots of teams, including call centers, compliance, the data team, team leaders and Marketing Managers.

I like my apprenticeship, but it is not as relevant to my new role as it was to the role I had when I started. I would like to be more people facing again, as data can get quite lonely. The assessment criteria in this apprenticeship challenges your thinking and makes you think, not only about what is required to put the customer back in the position they started in, but also the commercial and financial considerations needed to weigh your actions.

The structure of the apprenticeship is good, but it does not allow me to work at my own pace. I have worked fast and have found myself having to be slowed down, which is frustrating. There has also been some miscommunication with regard to Functional Skills exams and resistance to move on to the next step.

Since moving to Marketing, my experience of The AA has been completely different. I now have a laptop, which allows me to work remotely and from home if I need to catch-up. I have weekly catch-ups with my line manager who always asks me if there is anything I can do. Our internal contact Kelly who looks after the providers is also very responsive and supportive.

My new tutor is unsure of some of my questions and usually needs to ask a manager, which is good, I'd rather she checked if she was unsure. Catch 22 usually answer my emails the same day too. There are apparently some missing modules on my onefile, not sure if this has been resolved yet.

Although my role is not customer facing any more, the qualification is still relevant. My qualification helps me perform better in my role, in that it keeps in the back of my mind constantly, 'what is the best outcome for the customer'. As retention is a key part of my role now, the customer journey also has more importance, as we have a heavy influence over this with our communications.

In my first week we had a consumer roadside away day, which was a great experience. My team are also planning to do a 10k locally which will be good to get involved in. There will also be a opportunity to go to Cheadle soon, which may involve a night out in Manchester.

Yes

The AA is a good name to have on your CV. I know people who have been here for nearly 30 years and the organisations is still constantly changing and evolving. With the movement into electric cars too, it is a company which I foresee being a bit part of the future.

Be prepared to move around, as the organisation is going through some big changes. Be yourself and willing to work heard and learn more. Do your research into the company and make a decision on whether it is a product you are interested in and can engage with - you'll be fine!