CRM & Retention Lead
SURI
Customer Engagement Manager
Starling Bank
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Reporting to the Customer Engagement Lead in the Customer Engagement Team you will play a key role in helping create communication experiences that foster customer loyalty and increase product awareness and adoption.
- You will be responsible for developing and delivering compelling communications across a channel mix that includes email, mobile notifications and in-app messaging.
- Working autonomously you’ll be hands on briefing, designing, building, executing and analysing campaigns.
- You’ll take the lead on communications supporting large-scale campaigns driven by product and marketing initiatives.
- You will also be instrumental in spearheading the development of our automated customer journeys.
- Whether it’s early life, retention or re-engagement, your expertise will be required to meticulously analyse customer behavioral data, identifying opportunities to integrate communication flows that yield measurable outcomes and significant business value.
- We welcome a test-and-learn curious mindset, you should always be on the lookout for how we can improve our communications through tech and industry innovation, or through new ways to effectively communicate with our customers.
- We are a regulated bank and with that comes great responsibility. You must have a strong eye for detail and an understanding of processes that need to be followed.
- We don’t want to feel like ‘any other bank’, we want everything we put in front of customers to feel relevant, timely and help them be good with money.
- We’re looking for someone who is comfortable working at pace and in an agile environment, and able to adapt to business priorities and the rate of product development.
Requirements
- Minimum of 3-4 years of experience in customer engagement and marketing automation, with a proven track record of success in developing and implementing related strategies
- Strong technical knowledge of analysis and segmentation
- Experience of using data visualisation and reporting tools to drive insights
- In depth understanding of customer engagement platforms and technology
- Strong collaboration skills with data, engineering, product, and compliance teams
- An eye for detail
- Previous experience within financial services or a regulated environment would be beneficial
Benefits
- 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
- 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
- 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 and Salary Sacrificed Gym partnerships
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer engagementmarketing automationdata analysissegmentationdata visualizationreportingcampaign executionautomated customer journeyscommunication strategybehavioral data analysis
Soft skills
collaborationattention to detailadaptabilitycuriositycommunicationproblem-solvingleadershipautonomyagilitystrategic thinking
