Customer Experience Manager

2 weeks ago


London, Greater London, United Kingdom AJ Bell Management Limited Full time
About the Role

We are seeking a highly skilled Customer and Market Specialist to join our team at AJ Bell Management Limited. This is an exciting opportunity for an experienced professional to provide support on an interim basis to both the Marketing Director and Customer Marketing Manager.

The ideal candidate will have a proven track record of leading programmes through teams, engaging and influencing at all levels of the business, positively challenging the status quo with a proactive/solution orientated mindset, turning insight into action and creating a clear link between Marketing inputs and team outputs that deliver both customer and commercial benefit.

  1. Deliver key customer programmes for Customer Marketing to the highest standard, on time and within budget (£45,000 - £60,000 per annum)
  2. Commercial acumen - Evidence based strategy, planning and implementation
  3. Strong stakeholder engagement within and across teams, at all levels of the business
  4. Engaging suppliers/in-house insight teams to generate insight/trends on consumers, competitors, and the market through research/analysis
  5. Working with media and creative agencies to deliver engaging and disruptive communications that support the right message to the right customer at the right time
  6. Commissioning and leveraging insight to inform effective strategy and actionable plans across the complete customer lifecycle, at scale, to deliver positive outcomes for our customers and our business
  7. Delivering effective customer communications in a heavily regulated and competitive industry
  8. Best in class, insight led creative and customer comms
  9. Design and deliver test-measure-learn to embed a continuous cycle of improvement
  10. Track, monitor within and post campaign implementation providing analysis to inform recommendations for further optimisation across the customer lifecycle
  11. Communicating outputs as they align with key marketing metrics to demonstrate the value add of the team – across all areas of the business
Key Responsibilities
  • Cross-channel customer communication programmes that span the full customer lifecycle from onboarding through to retention
  • Cross-channel customer engagement communications to improve NPS and satisfaction
  • Partner with independent research providers to oversee customer research initiatives including leavers/joiners and the annual customer survey
  • Deliver strategy and oversee implementation to improve personalisation of communications to engage the right customer, right message, right channel, and right time
  • Design and oversee implementation of test-measure-learn framework across application customer communications and programmes


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