Customer Engagement Growth Manager

NatWest Group; Manchester; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the financial sector is seeking a Customer Engagement Growth Manager to enhance customer strategies and drive engagement. In this collaborative role, you will develop metrics, execute engagement models, and align initiatives with customer needs across various teams, leveraging insights and compliance understanding to foster a seamless customer experience.

Qualifications

• Good understanding of customer engagement and marketing trends.
• Experience in identifying and changing customer behaviors.
• Strong verbal and written communication skills.

Responsibilities

• Lead the growth and experimentation roadmap to increase customer engagement.
• Establish an experimentation framework for engagement strategies.
• Monitor and analyze key performance indicators related to customer engagement.

Skills

Data analysis

Customer feedback gathering

Leadership

Collaboration

Communication

Tools

Analytics tools

Customer insight platforms

Job description

Join us as a Customer Engagement Growth Manager

• In this role, you’ll support the growth, development, and expansion of the customer engagement strategy, collaborating with others to ensure cohesive strategies across the franchise to drive value adding customer engagement
• You’ll lead the growth and experimentation roadmap to increase customer engagement as part of the retail engagement model, exploring the best way to engage customers while ensuring regulatory compliance for all engagement practices
• This is your chance to take on an ambitious, collaborative role where you’ll enjoy a varied and extensive breadth of work and gain valuable exposure across a broad range of senior level stakeholders

What you'll do

As our Customer Engagement Growth Manager, you’ll support the growth, development, and expansion of the customer engagement strategy. You’ll do so by establishing best in class principles centred around a deep understating of customers’ needs across the end-to-end lifecycle and by executing personalised and engaging experiences that drive value to both customers and the bank.

Collaborating with business areas, you’ll gather data and insights from internal and external sources to improve customer engagement and you’ll use and improve operational frameworks to accelerate and maximise idea to value unlocks. Utilising experimentation through data driven decisions, you’ll also execute the engagement model and value unlocks for the bank and customers. As well as this, you’ll experiment with, develop, and execute short and long-term customer engagement roadmaps that align with our goals, executing parts of the franchise engagement strategy and ensuring all activity is driving relevant value.

Day-to-day, you’ll:

• Help establish an experimentation framework so we can learn what engagement strategies work through rapid learning cycles
• Monitor and analyse key performance indicators related to customer engagement and longer-term metrics, providing regular reports on customer engagement metrics, customer behaviour changes, and ROI
• Collaborate with the wider Customer Engagement team to execute engagement value through customer journeys and remove blockers for the team, and escalate any blockers that cannot be self-addressed to the Engagement leads
• Collaborate with Marketing and Customer Journeys D&A to ensure cohesive strategies and engage with senior leadership and stakeholders to communicate initiatives and progress
• Ensure all customer engagement practices comply with relevant laws and regulations, and implement any adjustments as necessary

The skills you'll need

To thrive in this role, you’ll need a good understanding of customer engagement and marketing trends and experience in identifying and changing customer behaviours. You’ll have experience of looking inside and outside of an organisation to form insights and hypotheses around customer needs and preferences across the end-to-end lifecycle. You’ll also bring knowledge of customer insight tools, platforms, and technologies with the ability to understand and implement innovate communication experiments effectively and at pace.

You’ll have the ability to create engaging, personalised experiences that unlock value for our customers. In addition, you’ll have proven leadership skills to manage and motivate teams as well as excellent collaboration skills to work effectively with various departments and stakeholders, knowing when to challenge ways of working and able to convey sound reasons why. You’ll also demonstrate strong verbal and written communication skills to develop, iterate, and represent strategies, roadmaps, and learnings, comfortable presenting to senior leadership, and able to convey complex information clearly and persuasively.

Additionally, you’ll need:

• Data analysis capabilities to understand and assess engagement and customer behaviour
• The ability to gather and analyse customer feedback and implement changes based on customer input to enhance digital engagement
• Proficiency in using analytics tools and software, briefing customer research, understanding where and how to approach market research
• An in-depth understanding of FCA and ICO regulations and compliance requirements
• The ability to prioritise tasks, manage deadlines, and ensure successful agile work practises