About this role
Purpose Statement To lead a Client Engagement team or channel and to be accountable for its strategy, execution and delivery - translating portfolio direction into team-level plans, ensuring consistent execution and quality of engagement activity, setting and maintaining operational standards within its channel or workstream, and managing day-to-day delivery. To build team capability, develop the Specialists and foster accountability for delivery outcomes within established governance frameworks. Experience
- 5+ years professional experience in client engagement, customer communications, marketing operations, CRM or customer service.
- Proven experience leading a team of specialists delivering customer-facing or operational programmes.
- Experience managing day-to-day operational tasks and quality; track record of consistent delivery.
- Experience working in a compliance-conscious or regulated environment.
- Demonstrated ability to manage multiple competing priorities and maintain quality standards. Qualifications (Minimum) Bachelor's Degree in Marketing or Business Management Qualifications (Ideal or Preferred) A relevant post-graduate qualification in Marketing or Communication Knowledge
- Understanding of client engagement principles and the role of the specific channel or workstream.
- Working knowledge of Direct Marketing channels (SMS, email, WhatsApp, in-app) and Next Best Action placement in App and Branch, including how channels are selected and sequenced based on client engagement data.
- Working knowledge of engagement platforms and tools used by the team.
- Familiarity with data handling and privacy principles in financial services.
- Understanding of engagement performance metrics, measurement and reporting frameworks, and how to interpret performance data to draw conclusions and recommend action.
- Knowledge of team management fundamentals.
- Stay current with relevant technologies (including AI tools) applying them responsibly and effectively to optimise everyday tasks and outputs Skills Problem solving skills Decision making skills Communications Skills Management skills Computer Literacy (MS Word, MS Excel, MS Outlook) Conditions of Employment Clear criminal and credit record