Customer Value Management Specialist

StoneX Group Inc.; Kraków; On-site; PLN 120,000 - 160,000; Full time

Benefits offered by this job

4 days in-office

Job summary

StoneX Group Inc. in Kraków is seeking a Customer Value Management Specialist, Europe, to plan, develop and execute multi-channel customer communications across key European markets, with a focus on the UK, Germany and Poland.

Working within the Self-Directed Marketing Operations team, you will create customer-focused copy in English and German, translate local communications, and collaborate with regional marketing, content, design, and compliance teams to ensure campaigns are relevant and

Qualifications

• Professional proficiency in both English and German, written and spoken.
• Demonstrable experience writing clear, engaging and customer-focused marketing copy.
• Proven ability to translate and localise marketing communications between English and German to a professional standard.
• Experience supporting email marketing, CRM, lifecycle marketing or customer communications within an e-commerce, digital or customer-led organisation.
• Experience developing and delivering communications across channels such as email, SMS and push notifications.
• Strong understanding of customer journeys and lifecycle marketing principles.
• Excellent attention to detail and a strong commitment to accuracy and quality.
• Ability to manage multiple priorities, work to tight deadlines and deliver projects effectively.
• Proactive, organised and goal-oriented approach.
• Strong stakeholder management and collaboration skills.
• Ability to develop effective working relationships across departments, regions and levels of seniority.
• Experience creating campaign proposals, reporting on results and presenting recommendations.
• Commitment to continuous improvement and marketing best practice.

Responsibilities

• Write, edit, translate and localise customer communications in English and German, ensuring content is appropriate for the relevant market, audience and channel.
• Create customer-focused copy for a range of platforms and purposes, including: Email, SMS, Push notifications, Web pages, In-platform communications, Social media, Simple video and animation scripts.
• Develop and implement multi-channel communications campaigns in collaboration with the Client Value Management team and regional marketing teams.
• Brief Content and Design teams on required campaign assets, ensuring deliverables are aligned with campaign objectives, accurate, compliant, on brand and delivered on time.
• Coordinate campaign approvals and ensure content is reviewed and signed off by all relevant stakeholders in accordance with established processes.
• Adapt communications for different European markets, taking account of local language, customer needs, cultural considerations, product availability and regulatory requirements.
• Develop a strong understanding of regulatory and compliance requirements relating to brand, product and customer communications across the relevant European markets.
• Ensure campaigns and customer communications are appropriately tested, measured and optimised against agreed objectives and performance targets.
• Analyse campaign performance and contribute insights and recommendations to regional and global optimisation workstreams.
• Manage client communications and touchpoints in a structured, coordinated and measurable manner.
• Collaborate effectively with regional marketing, product, compliance, legal, operations, analytics and commercial stakeholders.
• Maintain high standards of quality control, including copy accuracy, translation quality, links, audience selection, tracking and campaign configuration.
• Support the continuous improvement of campaign processes, templates, workflows and best practices across the European region.

Skills

English proficiency

German proficiency

Marketing copywriting

CRM experience

Lifecycle marketing

Stakeholder management

Education

Degree level or equivalent

Tools

Salesforce Marketing Cloud

Job description

Overview

Connecting clients to markets – and talent to opportunity

With 5,400+ employees and over 80,000 institutional, commercial, and payments clients, we operate from more than 80 offices spread across six continents. As a Fortune 100, Nasdaq-listed provider, we connect clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.

Overview

Connecting clients to markets – and talent to opportunity

With 5,400+ employees and over 80,000 institutional, commercial, and payments clients, we operate from more than 80 offices spread across six continents. As a Fortune 100, Nasdaq-listed provider, we connect clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.

Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, StoneX Group is made up of four business segments that offer endless potential for progression and growth.

Business Segment Overview:

Engage in a deep variety of business-critical activities that keep our company running efficiently. From strategic marketing and financial management to human resources and operational oversight, you’ll have the opportunity to optimize processes and implement game‑changing policies.

Responsibilities

Position Purpose: The Customer Value Management Specialist, Europe - will support the planning, development and execution of customer communications across key European markets, with a particular focus on the UK, Germany and Poland.

Working within the Self-Directed Marketing Operations team, the role will deliver multi-channel communications that support client conversion, engagement, retention and reactivation.

The role will create customer-focused copy in English and German, translate and localise communications between the two languages and work closely with regional marketing, content, design, compliance and other cross-functional teams to ensure campaigns are relevant, accurate and delivered effectively.

Primary duties will include:

• Support the execution of the communications strategy for FOREX.com across Europe, with a particular focus on the UK, Germany and Poland.
• Work closely with regional and global teams to implement campaigns across all stages of the client lifecycle, including acquisition, onboarding, conversion, engagement, retention and reactivation.
• Write, edit, translate and localise customer communications in English and German, ensuring content is appropriate for the relevant market, audience and channel.
• Create customer-focused copy for a range of platforms and purposes, including:
• Email
• SMS
• Push notifications
• Web pages
• In-platform communications
• Social media
• Simple video and animation scripts
• Develop and implement multi-channel communications campaigns in collaboration with the Client Value Management team and regional marketing teams.
• Brief Content and Design teams on required campaign assets, ensuring deliverables are aligned with campaign objectives, accurate, compliant, on brand and delivered on time.
• Coordinate campaign approvals and ensure content is reviewed and signed off by all relevant stakeholders in accordance with established processes.
• Adapt communications for different European markets, taking account of local language, customer needs, cultural considerations, product availability and regulatory requirements.
• Develop a strong understanding of regulatory and compliance requirements relating to brand, product and customer communications across the relevant European markets.
• Ensure campaigns and customer communications are appropriately tested, measured and optimised against agreed objectives and performance targets.
• Analyse campaign performance and contribute insights and recommendations to regional and global optimisation workstreams.
• Manage client communications and touchpoints in a structured, coordinated and measurable manner.
• Collaborate effectively with regional marketing, product, compliance, legal, operations, analytics and commercial stakeholders.
• Maintain high standards of quality control, including copy accuracy, translation quality, links, audience selection, tracking and campaign configuration.
• Support the continuous improvement of campaign processes, templates, workflows and best practices across the European region.

Qualifications

• Professional proficiency in both English and German, written and spoken.
• Demonstrable experience writing clear, engaging and customer-focused marketing copy.
• Proven ability to translate and localise marketing communications between English and German to a professional standard.
• Experience supporting email marketing, CRM, lifecycle marketing or customer communications within an e-commerce, digital or customer-led organisation.
• Experience developing and delivering communications across channels such as email, SMS and push notifications.
• Strong understanding of customer journeys and lifecycle marketing principles.
• Excellent attention to detail and a strong commitment to accuracy and quality.
• Ability to manage multiple priorities, work to tight deadlines and deliver projects effectively.
• Proactive, organised and goal-oriented approach.
• Strong stakeholder management and collaboration skills.
• Ability to develop effective working relationships across departments, regions and levels of seniority.
• Experience creating campaign proposals, reporting on results and presenting recommendations.
• Commitment to continuous improvement and marketing best practice.

To land this role you will need:

• Experience using CRM and marketing automation platforms, such as Salesforce Marketing Cloud or similar tools.
• Experience working across multiple European markets, particularly the UK, Germany and Poland.
• Experience within financial services, online trading, fintech or another regulated industry.
• Knowledge of European financial promotions, data protection and customer communications requirements.
• Experience working with regional and global marketing teams.
• Educated to degree level or equivalent professional experience.

What makes you stand out:

• Experience using CRM and marketing automation platforms, such as Salesforce Marketing Cloud or similar tools.
• Experience working across multiple European markets, particularly the UK, Germany and Poland.
• Experience within financial services, online trading, fintech or another regulated industry.
• Knowledge of European financial promotions, data protection and customer communications requirements.
• Experience working with regional and global marketing teams.
• Educated to degree level or equivalent professional experience.

Working environment:

• RTO Policy: 4 days in-office