Senior Customer Engagement Manager

1 week ago

London, Greater London, United Kingdom AJ Bell Full time

We're now recruiting a
Senior Customer Engagement Manager(D2C) to support the Head of Customer (D2C) and take responsibility for customer communication and engagement.

Working with the Head of Customer and Senior Customer Acquisition Manager,the role ensures effective customer communication and supports the lead conversion and cross sales activity within the D2C business.

The position requires the generation of insight into potential proposition developments through the ownership of the customersurvey process and customer focus groups.


The role reports to the Head of Customer within the D2C function and will be responsible for the production of market and customer behaviour analysis via the team's data analysts in order to provide insight and management information to the senior managementteam.


What does the job involve?

  • Generation and delivery of all customer communications in accordance with agreed style guides and risk parameters
  • Building and deploying measurable customer engagement strategies
  • Supporting the management of customer acquisition costs
  • Maximising LTV of existing customers through crosssales promotion
  • Ownership of the Refer a Friend programme
  • Analysis of customer and market behaviours to inform budget determination
  • Making strategy recommendations to Head of Customer on customer engagement
  • Management of direct report
  • Working with a team of Data Analysts

Key Responsibilities

  • Execution of customer communications
  • Delivering improvements in measurable customer engagement metrics
  • Supporting delivery of crosssales budget
  • Execution of RAF programme
  • Development and execution of customer focus groups programme and customer surveys
  • Reporting and development of market and customer behaviour models
  • Creation and delivery of MI reports for areas of responsibility

Competence, knowledge and skills

  • Ability to communicate with customers effectively in a heavily regulated environment
  • Excellent knowledge of customer engagement techniques in a digital marketing setting
  • Ability to negotiate effectively with external parties
  • Effective management of internal relationships across both D2C and Advised platforms
  • Ability to anticipate trends in customer needs
  • Competent statistical knowledge and ability to communicate complex data effectively.
  • Excellent planning and project management skills

About us:


AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers, to DIY investors with little to no experience.

We have over 449,000customers using our award-winning platform propositions to manage assets totalling more than £71.5 billion.

Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control oftheir financial futures.


Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.


Headquartered in Manchester with offices in central London and Bristol, we now have over 1100 employees and have been named one of the Sunday Times '100 Best Companies to Work For' for five consecutive years.


There are opportunities for growth and professional development for employees wanting to progress within their career including induction training and our study support scheme which is part of our benefits package.


At AJ Bell you can expect a friendly working environment with a strong sense of teamwork, we have a great sense of pride in what we do, and this is reflected in our guiding principles.


What we offer:

  • Competitive starting salary
  • Generous holiday allowance of 27 days, increasing up to 30 days with service, plus bank holidays
  • Holiday buy/sell scheme
  • Hybrid working policy
  • Casual dress code
  • Discretionary bonus
  • Contributory pension scheme
  • Buy as you earn share scheme
  • Free shares scheme
  • Paid study support for qualifications
  • Enhanced maternity/paternity scheme from day one
  • Bike loan
  • Season ticket loan portal
  • Discounted PMI and Dental
  • Onsite gym and personal trainer led classes
  • Paid volunteering opportunities
  • Free social events and more


AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.


We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010.

All decisions to hire are basedon qualifications, merit and business need.

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