Better Placed are delighted to be partnering with this well-known and well-loved financial services institution in their search for a Senior Customer Experience & Propositions Manager - 18 month FTC with every intention of hopefully going perm.
Working as a senior member of the Marketing team, you will help shape the acquisition, cross-sell and retention experience of the customers. The role holder will drive engagement and conversion across key stages of customer journeys. Developing and promoting meaningful propositions that resonate with relevant audience segments across digital and offline channels.
Key Duties:
- Develop a Customer Experience strategy for acquisition, cross sell and retention.
- Identify, drive and report on KPIs that support better customer journeys and stronger commercial outcomes including better conversion and improved cross sales penetration for the business.
- Work closely with the Senior Digital Manager and Digital Conversion Manager, create a roadmap for the implementation of the best online customer experience across the website, digital tools and platforms.
- Contribute to the development and improvement of the website customer experience.
- Scale the implementation of CRM.
- Develop and promote relevant and compelling propositions.
- Identify, develop and launch compelling new propositions, products and services that would help the business attract, cross-sell & retain, including:
- Analysing competitor proposition, products & services.
- Undertaking customer and colleague research to identify new opportunities.
- Identify partnership opportunities for the business to work with 3rd party product / service providers.
- Build appropriate business cases and secure approval.
- Develop marketing plans for new proposition launches and oversee activation.
Key Skills:
- Knowledge of customer experience approaches and methodologies used in marketing.
- Evidence of successful proposition development and deployment.
- Evidence of strong management, planning, project management and organisational skills, required to manage an extensive portfolio of CRM communication campaigns and digital journeys.
- Excellent communication (both written and verbal), influencing and negotiation skills, required to cooperate with a wide range of internal and external stakeholders combined with energy and passion for delivering exceptional customer experience.
- Relevant experience in a customer-centric fast paced environment
This is a fully remote role however, the business does have offices in London, Newcastle, and Bath. There will be an expectation to commute to Bath for team meetings/webinars likely once a quarter.
