Customer Engagement Manager - 6 Month Fixed Term Contract

Starling Bank Limited; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An innovative bank is seeking a Customer Engagement Specialist to lead the onboarding of a new engagement platform. This dynamic role involves designing customer communication journeys, building email templates, and integrating mobile channels. The ideal candidate will have extensive experience in customer engagement, with a strong focus on email design and lifecycle planning. Join a forward-thinking team committed to reshaping banking and making it accessible for everyone. If you thrive in a fast-paced environment and are passionate about enhancing customer experiences, this opportunity is perfect for you.

Benefits

25 days holiday plus public holidays

Extra day off for birthday

Annual leave increases with service

Paid volunteering time

Enhanced pension scheme

Life insurance at 4x salary

Private Medical Insurance

Generous family-friendly policies

Refer a friend scheme

Perkbox membership

Qualifications

• 5+ years in customer engagement or CRM roles.
• Experience with Iterable platform and email design.

Responsibilities

• Migrate marketing communications to a new platform.
• Design and deploy customer lifecycle journeys.

Skills

Customer Engagement

Email Design

Lifecycle Planning

A/B Testing

Mobile Marketing

Interpersonal Skills

Education

Bachelor's Degree

5+ years experience in CRM

Tools

Iterable

Big Query

Job description

Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

We’re at an exciting point in time for the Customer Engagement team as we onboard a new customer engagement platform. This role, reporting into the Senior Customer Engagement Manager, will be hands-on and focused on supporting that project by working with our chosen vendor and leading the implementation of marketing requirements. You will be heavily involved in the onboarding and implementation phase, mapping out and building customer communication journeys, building email templates, and integrating new mobile communication channels.

The successful candidate will be a self-motivated individual who can take full ownership of all aspects of the role. This includes building, designing, discovering, and testing to maximise the marketing capability from the implementation of a new platform.

Responsibilities

• Migrate marketing communications into a new customer engagement platform.
• Build a suite of robust but flexible new email templates.
• Design, test and deploy customer lifecycle journeys.
• Guide the data requirements for the journeys.
• Lead the integration of new mobile communication channels.
• Write technical guides and how-to documentation.

• Ideally 5+ years working in a customer engagement/CRM/customer lifecycle role.
• Proficient in the implementation of new customer engagement platform deployments.
• Practical experience with the Iterable platform is required - other platform experience will also be considered.
• Extensive expertise in email design, testing and development.
• Mobile marketing and new channel integration experience is essential.
• Proven track record in lifecycle planning and communication journey implementation.
• Experience with A/B and optimisation testing methodologies.
• Excellent interpersonal and collaboration skills with data, engineering and product are necessary.
• Understanding of data models and Big Query is preferred but not essential.
• Meticulous attention to detail is a must.
• Experience working in a regulated environment is beneficial.

• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day’s holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary & group income protection
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous family-friendly policies
• Incentivised refer a friend scheme
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

About Us

You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway.

We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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