Responsibilities
Customer Engagement Strategy
- Build comprehensive, commercial Customer Engagement strategies across short/mid/long-term planning process.
- Develop and execute comprehensive programs of work that increase customer engagement across key metrics including active clients, time on book, trade volume and frequency, proactive and reactive retention.
- Lead collaboration across Content and SEO team members to develop integrated strategies to enhance SNG search performance.
- Evolve existing customer journey programmes, tailored for specific market needs. Build new customer journey programs to move key portfolio metrics.
- Oversee the day to day management of organic social media and CRM as an owned channels for content distribution.
- Oversee the optimisation of organic social including channel relaunches.
- Lead the development of content output via own sources (Analyst) and localisation of central content.
- Support the delivery of events in collaboration with the PCM team.
- Proactively identify opportunities to drive engagement growth and innovation across various channels, staying ahead of industry trends and emerging technologies.
Campaign Delivery
- Lead team members to develop integrated campaigns across content, social, events and CRM.
- Leverage centrally and regionally created programmes where relevant.
- Engage external agencies where appropriate to deliver strategy and campaign assets.
- Manage the development of timelines, asset development, trafficking, approvals and despatch.
Budgets
- Manage allocation within SNG budget.
- Monthly reporting on committed budgets, accruals and
remaining budget.
Performance
- Deliver a measurable uplift in key engagement metrics.
- In collaboration with the insights team, analyse in market performance across our brand and competitors to make compelling, insights-driven recommendations.
Team Leadership
- Lead four direct reports across the Engagement workstream.
- Lead development planning and quarterly review process.
- Participate in talent planning and calibration.