AVP - CRM Digital Lead

Barclays; Wilmington (DE); On-site; USD 140,000 - 190,000; Full time

Job summary

Barclays in Wilmington, DE seeks an AVP - CRM Digital Lead to define customer objectives, analyze data, and develop testing plans to drive revenue through engagement and retention. You will guide the strategy and roadmap for customer growth and retention programs, leveraging CRM technology and marketing automation to tailor communications.

Ideal candidates bring experience in CRM strategy, marketing automation, and maintenance of client records, with a marketing or product management background.

Qualifications

• Experience developing a comprehensive CRM strategy aligned with business objectives.
• Experience implementing marketing automation processes to streamline and personalize communications.
• Maintenance of client records including account information, interactions and documentation.
• Marketing or product management background.

Responsibilities

• Define customer objectives and analyze data to inform strategy.
• Develop testing plans and triggers for next best actions to drive engagement and retention.
• Plan and implement CRM technology that meets growth goals and business needs.
• Collaborate with stakeholders to align CRM initiatives with enterprise strategy.

Skills

CRM strategy

Marketing automation

Data analysis

Client records maintenance

Marketing/product management

Tools

CRM technology

Marketing automation tools

Job description

Join us as an AVP - CRM Digital Lead, where you will define customer objectives, analyze customer data, and develop a testing plan to drive revenue growth through customer engagement and retention. You will help with the ongoing evolution of strategy and strategic roadmap across customer growth and retention programs.

To be successful as an AVP - CRM Digital Lead, you should have:

• Experience with development of a comprehensive CRM strategy aligned with overall business objectives.
• Previous implementation of marketing automation processes to streamline and personalize customer communications.
• Prior experience with maintenance of client records, including account information, interactions, and documentation.
• A marketing or product management background.

Some other highly valued skills may include:

• Specific project management or operations experience in a digital finance or cards environment.
• Experience developing plans and strategies for different customer segments, including setting of goals, communications, and regular reviews of the process.
• Implementation and optimization of sophisticated CRM technology to meet business needs and growth goals.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills.

This role is located in Wilmington, DE.

Purpose of the role

To define customer objectives, analyse customer data, develop a testing plan, customer triggers and next best action communications to drive revenue growth through customer engagement, growth, and retention

Accountabilities

• Development of a comprehensive CRM strategy aligned with overall business objectives.
• Implementation of marketing automation processes to streamline and personalise customer communications.
• Customer needs assessment through research and data analytics to derive insights into customer behaviour and develop segmentation to tailor marketing activity to different target audiences, as needed.
• Development of plans and strategies for each customer segment, including setting of goals, communications, set up of triggers and measurement approach s, and regular review of progress.
• Selection, implementation and optimisation of CRM technology to meet business needs, where relevant.
• Collation of client feedback and insights to understand their evolving needs and preferences, leveraging data and analytics for the identification of trends and opportunities for improvement, if required.
• Maintenance of client records, including account information, interactions, and documentation, where appropriate.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.