Customer Engagement Manager

17 hours ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Clydesdale Bank plc Full time
About the Role

We are seeking a Customer Engagement Manager to lead our Collections & Customer Support business unit, covering Collections and Recoveries and Customer Support Operations. As a key member of our team, you will be responsible for delivering compelling and engaging communication materials to drive contact and inform customers throughout their collections journey.

Key Responsibilities
  • Owning customer engagement content (online, letters, SMS, emails) for Collections & Customer Support, including matrix management of change analysts focused on engagement and customer experience change.
  • Managing the day-to-day development and prioritization of change to customer communications and journeys, including relationships with third-party support providers.
  • Leading on business case development for improvements to customer journeys and engagement, including cross-product tooling.
  • Deputising for the Senior Strategy Manager - Collections Strategy, representing the Collections and Recoveries teams in internal Governance and supplier meetings.
Requirements
  • Extensive knowledge of collections processes and practices, especially in relation to customer communications and journey management.
  • Proven experience of positively managing change and managing and developing a team of change experts.
  • Excellent communication and influencing skills.


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